Payroll Manager

About Us Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. Operating as a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps businesses streamline and grow operations with custom strategies that benefit employers and employees. Website: Position Summary Role: Service Operations Manager Oversees daily operational performance within assigned PODs or service teams to ensure consistent, high-quality service, accurate payroll operations, and excellent client experience. Acts as a bridge between frontline leadership and senior regional leadership by supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements. Partners with cross-functional departments to support retention, operational efficiency, and compliance initiatives. Essential Duties and Responsibilities Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists. Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans. Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines. Facilitate weekly POD huddles to align on client escalations, trends, and learning opportunities. Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement. Support Supervisors and service teams in resolving payroll, tax, system, compliance, and service-related concerns. Review high-risk clients and intervene proactively with service and retention strategies. Provide leadership during client meetings that involve significant issues, trend analysis, or service realignment. Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service. Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns. Perform trend analysis to identify process gaps and recommend operational improvements. Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution. Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes. Review and approve escalated client fee adjustments and account-level recommendations from Supervisors. Support the development, rollout, and maintenance of department SOPs, workflows, and training standards. Collaborate with the AVP and executive leaders on strategic operational initiatives. Assist with cross-functional project work, including system enhancements, compliance updates, and service optimization efforts. Provide internal training to Supervisors and service staff on system updates, payroll best practices, and department initiatives. Regular, on-site attendance is an essential job function due to secure system access, collaboration on sensitive technical matters, participation in operational meetings, and hands‑on involvement in activities. Marginal Functions Build, maintain, and promote relationships with team members and peers across disciplines to ensure coordination of communications and services affecting clients. Provide backup support during high-volume periods or team member absences. Attend webinars and training to stay current on company and department best practices. Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise. Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities Ability to adapt to change, support team transitions, and guide staff through evolving processes, systems, and expectations. Strong understanding of payroll processing, HRIS functions, and multi-state compliance requirements. Strong analytical, troubleshooting, and problem solving abilities for complex issues. Excellent communication and interpersonal skills; communicates clearly and professionally in both written and verbal formats. Strong time management skills and ability to prioritize in a fast-paced environment. Flexibility to perform a variety of assignments as needed. Strong collaboration skills with internal departments to support seamless operations and workflow coordination. Excellent leadership and customer service skills to guide teams, resolve escalations, and maintain service excellence. Strong work ethic and commitment to teamwork in a collaborative environment. Ability to perform well under pressure and maintain professionalism with diverse personalities and situations. Demonstrated ability to maintain strict confidentiality and handle sensitive information with discretion. Exceptional attention to detail and ability to thoroughly review documents for quality and accuracy. High levels of organization and reliable follow-through on tasks and documentation. Physical, Mental, & Communication Demands Physical Demands: Sedentary work: primarily sitting for extended periods while working at a desk or computer. Manual dexterity: frequent use of hands and fingers to operate keyboard, mouse, calculator, printers, and other office equipment. Mobility: occasional movement within the office to retrieve documents, access equipment, or collaborate with team members. Visual acuity: ability to review payroll data, system screens, and documentation accurately; reasonable accommodation as needed. Lifting & carrying: minimal physical effort; may include handling files or light office materials. Mental Demands: Focus & accuracy: sustained concentration required to process payroll and ensure accuracy across multiple client accounts. Decision making: ability to make routine decisions using established policies and guidelines. Attention to detail: consistently high accuracy when entering, reviewing, and validating payroll and HRIS information. Problem solving: identify errors, discrepancies, or system issues and take corrective action or elevate appropriately. Multitasking: manage multiple client requests, payroll deadlines, and administrative tasks in a fast-paced environment. Stress tolerance: ability to remain calm and professional when working under deadlines or addressing client concerns. Communication Demands: Verbal communication: regular interaction with clients and internal teams to provide updates, resolve issues, and explain processes. Written communication: prepare clear and concise emails, notes, and documentation related to payroll, HRIS, and service requests. Interpersonal skills: build positive working relationships and communicate professionally with individuals at varying technical levels. Cultural sensitivity: communicate with individuals from diverse cultural backgrounds with awareness and sensitivity. Environmental Conditions Professional office environment with regular use of computers and standard office equipment. Climate-controlled setting with typical office lighting and low to moderate noise levels. Work involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. Disclaimer This job description does not state or imply all duties; employees must follow other job-related instructions and perform duties requested by management. Management may add, revise, or delete information in this job description; reasonable accommodation will be made for qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an at-will employment relationship. Benefits Health Insurance: medical, dental, and vision coverage. Retirement Plan: 401(k) with company match. Paid Time Off: PTO, holidays, parental leave, and sick leave as required by applicable state law. Other Benefits: life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal insurance, and pet insurance. #SolvoHRGlobal

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