The HCM Client Services Manager is responsible for the overall success of the department ensuring a high level of customer service and overall client satisfaction and engagement. This is a hands-on position and requires the individual to take projects from concept through to implementation utilizing a strong background in payroll, taxes, human resources and benefits.

Essential Functions:

• Provide direction of department and ensure projects, department milestones and goals are being met
• Analyze and review current processes and procedures for effectiveness while establishing and implementing new processes and procedures as needed
• Work closely with the HCM Client Services Supervisor to confirm all necessary supervisory functions are effectively and efficiently managed regarding the Account Management team:
  • Maintain a qualified staff and recommend part-time or full-time staffing based on the needs of the business

• Communicate areas of accountability and performance expected of staff as assigned
• Determine standards of performance, conduct annual reviews and provides performance coaching
• Recommend salary adjustments, transfers, promotions and dismissals
• Ensure proper training of personnel assigned
• Foster a cooperative and harmonious working climate conducive to maximizing employee morale and productivity

• Act as a resource in resolving client escalations reported by the team
• Work closely with other department Managers to share feedback, client concerns and trends
• Completely understand and be able to communicate the full suite of service offerings with clients
• Manage the service deliverability and experience of our highest revenue clients
• Organize, plan and lead Quarterly hybrid trainings with clients
• Educate co-workers on additional products features and functionality on an as needed basis to assist company with product utilization and revenue goals. Work on HCM operations projects to help achieve greater capacity and higher efficiency
• Be available to back up Operational Management in time of high volume or staff shortages
• Promote company, its services and employment to HR & professional network

Knowledge, Skills, Abilities:

• Working knowledge of payroll industry
• Ability to work as part of cross-functional team
• Ability to build trust and collaborative relationships
• Exceptional interpersonal communication skills as well as strong written and oral communication
• Strong technical capabilities and understanding of HCM software
• Ability to identify, analyze and resolve critical problem areas
• Excellent organizational skills and attention to detail
• Strong leadership skills
• Excellent understanding of multi-location payroll and taxes

Supervisory Responsibilities:

• HCM Client Services Supervisor
• HCM Account Managers
• Operations Assistant

Minimum Qualifications:

• Bachelor's degree in Business Management or related field
• Minimum of 10 years of Payroll/HR experience ideally within a service bureau environment
• Minimum of 10 years' experience in a leadership role, supervising, coaching and developing staff
• 5 years HRIS/HCM system experience
• Certified Payroll Professional (CPP) Certification or obtained within 1 year of employment

Success Factors:

• Candidates should possess a strong payroll service background with a proven track record in delivering successful customer loyalty and strong HR and insurance programs.
• The ideal candidate should be able to strive in an entrepreneurial environment and be able to thrive in a rapid growth company.