HCM Payroll Manager - AZ, GA - On Site

About Us

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including 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. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .

Position Summary

The Payroll Manager of HCM will be responsible for ensuring their team of specialists are successful at providing support to clients and achieving their personal career goals.

Essential Duties and Responsibilities

• Drive client retention and loyalty by ensuring their pod is working effectively, strategically engaging with clients, and monitoring key client success metrics.
• Drive continuous improvement across the team, approach management from a bigger picture perspective to identify improvement areas.
• Monitor overall team success metrics (ticket closure, CSAT, SLA Pass Rate, phone metrics, etc.) and identify improvement projects (e.g. individual performance coaching, team training on certain ticket type).
• Ensure client readiness for key HCM milestones especially around quarter end and year end processes.
• Find opportunities to promote product adoption and client engagement through daily interactions partnering with the Client Relations team.
• Monitor client health and contract statuses in partnership with the Client Relations team.
• Act as escalation point for clients by utilizing problem solving and de-escalation techniques to improve client experience.
• Conduct root-cause analysis to prevent recurring issues.
• Assist in onboarding new hires.
• Performance manage team members to ensure team is meeting expectations.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.

Marginal Functions

• Build, maintain and promote relationships with team members and clients ensuring effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by manager.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks and simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision‐making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Must be able to give feedback to other on performance concerns.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
• Strong verbal and written communication skills with the ability to collaborate effectively across teams and interact professionally with employees at all levels.
• Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appro