Manager Managed Services - Payroll

Description Paylocity is a cloud‑based HR and payroll software solutions provider, offering a comprehensive platform for the modern workforce. Job Type Full‑time In‑Office This is a 100% in‑office role based at our Schaumburg, IL, Meridian, ID or Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours. Position Overview The Manager Service Delivery oversees a team of Service Delivery Leads and/or Managed Services Associates to ensure consistent, high quality client experiences across day to day operations. This role is responsible for team performance, operational execution, process adherence, and continuous improvement within the Managed Services function. Primary Responsibilities Monitor daily operations to ensure responsiveness, workload balance, and adherence to service SLAs. Lead, develop, and coach a team of Service Delivery Leads and/or Managed Services Associates to support client retention and service excellence. Conduct regular 1:1s, team huddles, and performance discussions focused on technical skills, client interactions, and service quality. Provide guidance on escalated client situations and ensure timely resolution. Foster a culture of accountability, continuous improvement, and cross‑team collaboration. Review performance metrics and reporting to identify trends, gaps, and opportunities for intervention. Ensure consistent application of processes, policies, and operational standards across the team. Identify risks to client satisfaction (e.g., MSA turnover, skill gaps, volume issues) and develop mitigation plans. Champion best practices for payroll, HR, and HCM product usage to elevate client outcomes. Provide feedback on process pain points, system enhancements, and operational needs. Serve as a voice of the team to ensure tools, workflows, processes and policies support both employee and client experience. Participate and lead initiatives impacting service delivery, representing team needs and contributing operational expertise. Track key operational data and prepare summaries or recommendations for senior leadership as needed. Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one. Collaborate with cross‑functional partners to ensure that processes and tools are in place to best support clients and the MSO team. Education & Experience Bachelor’s degree required Minimum 2 years of previous leadership experience in a customer service/customer relationship role required. Experience in managed services, payroll and/or customer service environment Proven experience in escalations and improving client outcomes, driving retention Demonstrated ability to use metrics, reporting and data to guide decisions Strong organizational, communication and problem‑solving skills Strong knowledge and experience of service delivery technologies Experience managing tasks in a matrix project management environment Physical Requirements Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7‑8 hours a day. Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously. Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. The base pay range for this position is $75,000 - $110,000/yr; however, base pay offered may vary depending on job‑related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Job Applicants and applicable data protection laws. #J-18808-Ljbffr