Lead Client Services Ops - Elevate Solutions Team

Description Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy‑to‑use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. We give our employees what they need to succeed, including medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. We also offer support for career development. Help our award‑winning technology company run effectively as you take on big challenges and find solutions in Operations. Use your problem‑solving skills to shape the way others see Paylocity. Launch your career with us! Location & Workmodel This is a 100% in‑office role based at our Schaumburg, IL location. Remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated work hours. Lead Client Services Operations – Team Lead This role supports the Elevate Solutions Team and is responsible for providing operational initiative, guidance, and support across a Client Services Team of Account Managers to ensure outstanding client satisfaction. The Team Lead monitors team performance, provides learning opportunities, works directly with clients on escalated issues, identifies and facilitates process improvements, and coordinates work across the team, including workload management and client assignments. Team Lead Responsibilities Metrics, Reporting and Analysis: Leverage formal and informal metrics to identify trends, monitor team and individual effectiveness, assess intervention results, and develop tracking for metrics not yet established. Use metrics to create a culture of continual improvement. Performance Management: Continually assess and build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings, and the performance management process. Facilitate coaching, training, and mentoring of Account Managers. Client Focus: Proactively monitor and assess client interactions, intervene when needed, and act as first‑level escalation. Resolve issues, negotiate, influence, consult, and resolve objections with C‑suite decision makers. Operational Tools & Processes: Plan, lead, and execute cross‑team work focused on increasing operational effectiveness. Represent the Service Center in key initiatives across Operations and facilitate opportunities to improve efficiency. Workload Coordination & Assessment: Schedule, monitor, and adjust workload across the team to ensure priorities are met and availability and responsiveness goals are achieved. Client Service Expectations Dependability/Follow‑up: Timely responsiveness and proactive follow‑up. Problem Solve: Troubleshoot and problem‑solve leveraging knowledge, resources, qualitative and quantitative information. Communication: Provide professional and appropriate internal and external communication and progress updates to all stakeholders. Guidance: Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit. Implement and Optimize Products: Ability to implement ancillary products and optimize primary HCM set up. Influence: Influence outcomes with primary decision makers, negotiate contracts, and provide insight into HR industry best practices. Required Qualifications Bachelor’s Degree required. 2 years experience in payroll, finance, or spend management with client services or support experience. Successful experience in escalations and at‑risk client retention efforts. Project management experience. Proficiency in SQL, MS Access, or Excel. Operations experience. Preferred Qualifications 1+ years supervisory experience. HRIS experience. Experience leading training initiatives. Experience using reporting and metrics as a key part of the job. Minimum 3 years’ experience in payroll, benefits, HR administration, and/or finance/spend management. Ability to present HR data effectively. Physical Requirements Ability to sit for extended periods – typically 7‑8 hours a day. Use of computer and phone systems – operate a computer, phone systems, and type using multiple software programs simultaneously. EEO & Diversity Statement Paylocity is an equal‑opportunity employer. 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. We uphold diversity and inclusion through employee resource groups and a strong commitment to innovation. We comply with federal and state disability laws and provide reasonable accommodations. Requests for accommodations can be submitted to View email address on click.appcast.io. This email address is designated for such requests and should not be used for sending resumes. Pay & Benefits The pay range for this position is $53,600 - $85,100 per year, subject to variation based on experience and skills. This role is eligible for an annual bonus and restricted stock unit grant based on individual performance. Additional benefits include comprehensive medical, dental, vision, life, disability insurance, and a 401(k) match. #J-18808-Ljbffr Tensec