Lead Client Services Ops - Growth
Paylocity, Pittsford, NY, United States
Position Overview
The Lead Client Services Ops provides operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is achieved by monitoring team performance (both quantitative and qualitative), offering ongoing learning opportunities, collaborating with clients on escalated issues, identifying and implementing process improvements, and coordinating workload and client assignments.
In this role, the Lead works with a group of Lead colleagues to prioritize and coordinate work for maximum impact and manages a team of approximately 6-10 Account Managers, ensuring service levels are met or exceeded and that day‑to‑day performance remains high.
In‑Office: This is a 100% in‑office role based at the Pittsford, NY location. Remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated hours.
Primary Responsibilities
Dependability/Follow‑up: Timely responsiveness and proactive follow‑up.
Problem solving: Troubleshoot and resolve issues using qualitative and quantitative information.
Communication: Provide professional internal and external communication, including progress updates to stakeholders.
Guidance: Advise clients on HR and Payroll best practices, organizational change management, and Paylocity product fit.
Implementation and optimization: Implement ancillary products and optimize the core HCM set‑up.
Influence: Negotiate contracts and influence outcomes with primary decision makers.
Team Lead Responsibilities
Metrics, Reporting and Analysis: Leverage metrics to identify trends, monitor team and individual effectiveness, and assess intervention results. Develop tracking for new metrics as needed.
Performance Management: Provide real‑time teaching and coaching through one‑on‑one discussions, team meetings, and the performance management process. Facilitate training and mentoring of Account Managers.
Client Focus: Monitor client interactions and intervene proactively to resolve issues. Serve as first‑level escalation and negotiate with C‑Suite decision makers.
Operational Tools & Processes: Lead cross‑team initiatives that increase operational effectiveness and improve tools and processes.
Workload Coordination & Assessment: Schedule, monitor, and adjust workload across the team to meet priorities and availability goals. Coordinate cross‑team communication and resources for maximum effectiveness.
Requirements
Bachelor’s Degree
2 years of payroll and/or call center experience
Experience handling escalations and at‑risk client retention efforts
Project management experience
Proficiency in Microsoft Outlook, Word, and Excel
Operations experience
Preferred Requirements
1+ years of supervisory experience
HRIS experience
Experience leading training initiatives
Experience using reporting and metrics as a key part of the job
Minimum 3 years of experience in payroll, benefits, and/or HR administration
Ability to present HR data effectively
Physical Requirements
Ability to sit for extended periods (approximately 7‑8 hours per day).
Use of computer, phone systems, and typing – ability to operate multiple software programs simultaneously.
Benefits and Compensation
The pay range for this position is $59,600 – $85,100 per year; base pay may vary depending on knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits (medical, dental, vision, life, disability, 401(k) match, and various perks). Compensation information is provided per applicable state and local pay transparency laws.
Equal‑Opportunity Employer
Paylocity is a committed equal‑opportunity employer and embraces diversity. 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 actively cultivate diversity through employee resource groups and inclusive practices.
#J-18808-Ljbffr
The Lead Client Services Ops provides operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is achieved by monitoring team performance (both quantitative and qualitative), offering ongoing learning opportunities, collaborating with clients on escalated issues, identifying and implementing process improvements, and coordinating workload and client assignments.
In this role, the Lead works with a group of Lead colleagues to prioritize and coordinate work for maximum impact and manages a team of approximately 6-10 Account Managers, ensuring service levels are met or exceeded and that day‑to‑day performance remains high.
In‑Office: This is a 100% in‑office role based at the Pittsford, NY location. Remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated hours.
Primary Responsibilities
Dependability/Follow‑up: Timely responsiveness and proactive follow‑up.
Problem solving: Troubleshoot and resolve issues using qualitative and quantitative information.
Communication: Provide professional internal and external communication, including progress updates to stakeholders.
Guidance: Advise clients on HR and Payroll best practices, organizational change management, and Paylocity product fit.
Implementation and optimization: Implement ancillary products and optimize the core HCM set‑up.
Influence: Negotiate contracts and influence outcomes with primary decision makers.
Team Lead Responsibilities
Metrics, Reporting and Analysis: Leverage metrics to identify trends, monitor team and individual effectiveness, and assess intervention results. Develop tracking for new metrics as needed.
Performance Management: Provide real‑time teaching and coaching through one‑on‑one discussions, team meetings, and the performance management process. Facilitate training and mentoring of Account Managers.
Client Focus: Monitor client interactions and intervene proactively to resolve issues. Serve as first‑level escalation and negotiate with C‑Suite decision makers.
Operational Tools & Processes: Lead cross‑team initiatives that increase operational effectiveness and improve tools and processes.
Workload Coordination & Assessment: Schedule, monitor, and adjust workload across the team to meet priorities and availability goals. Coordinate cross‑team communication and resources for maximum effectiveness.
Requirements
Bachelor’s Degree
2 years of payroll and/or call center experience
Experience handling escalations and at‑risk client retention efforts
Project management experience
Proficiency in Microsoft Outlook, Word, and Excel
Operations experience
Preferred Requirements
1+ years of supervisory experience
HRIS experience
Experience leading training initiatives
Experience using reporting and metrics as a key part of the job
Minimum 3 years of experience in payroll, benefits, and/or HR administration
Ability to present HR data effectively
Physical Requirements
Ability to sit for extended periods (approximately 7‑8 hours per day).
Use of computer, phone systems, and typing – ability to operate multiple software programs simultaneously.
Benefits and Compensation
The pay range for this position is $59,600 – $85,100 per year; base pay may vary depending on knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits (medical, dental, vision, life, disability, 401(k) match, and various perks). Compensation information is provided per applicable state and local pay transparency laws.
Equal‑Opportunity Employer
Paylocity is a committed equal‑opportunity employer and embraces diversity. 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 actively cultivate diversity through employee resource groups and inclusive practices.
#J-18808-Ljbffr