Lead Client Services Ops - Airbase Team
Menlo Ventures, Schaumburg, IL, United States
In-Office:
This is a 100% in-office role based at our
Schaumburg, IL
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 purpose of the Team Lead is to provide operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by monitoring team performance (quantitative and qualitative), providing ongoing learning opportunities, working directly with clients on escalated issues, identifying and facilitating process improvements, and coordinating work across the team, including workload management and client assignments. The Team Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises a team of approximately 6–10 Account Managers to ensure service levels are met or exceeded, as well as day‑to‑day performance of their jobs.
The Team Lead will work with a group of Leads to prioritize and coordinate work for maximum impact.
Primary Responsibilities
Dependability/Follow Up: Timely responsiveness & proactive follow‑up.
Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information.
Communication: Provide professional & appropriate internal/external communication as well as 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: Ability to influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices.
Team Lead Responsibilities
Metrics, Reporting and Analysis: Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness, and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and focus where needed for learning, coaching, intervention and operational improvements.
Performance Management: Continually assess & build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings and the performance management process. Take initiative and develop opportunities for the Account Managers to share and build knowledge and skills. Prioritize learning objectives based on the highest impact to the clients and to Paylocity. Facilitate coaching, training and mentoring of AMs. Assess client movement and prepare/support impacted AMs to facilitate ongoing outstanding client service.
Client Focus: Proactively and reactively monitor and assess client interactions and intervene when needed, providing coaching and feedback. Act as first‑level escalation, directly engage clients and take action & ownership to resolve issues. Proactively identify situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and take steps to minimize impact. Ability to 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. Seek out and facilitate opportunities to improve efficiency and effectiveness through better tools and processes.
Workload Coordination & Assessment: Continually schedule, monitor and adjust workload across the team to ensure priorities are met and availability and responsiveness goals are achieved. Consider client need with Account Manager capability and capacity and align clients with the intent to provide the most consistent positive client interactions. Coordinate cross‑team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies.
Required Qualifications
Bachelor’s Degree required.
2 years payroll and/or call center experience.
Successful experience in escalations and at‑risk client retention efforts.
Project Management experience.
Proficient 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 and/or HR administration.
Ability to present HR data effectively.
Physical Requirements
Ability to sit for extended periods (7–8 hours a day). Use of computer and phone systems: must be able to operate a computer, use phone systems, and type while using multiple software programs and inquiries simultaneously.
Benefits
We offer medical, dental, vision, life, disability and a 401(k) match, as well as perks that support you, your family, and your finances. Career development opportunities are also provided.
Equal‑Opportunity Employer
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. We adopt inclusive practices, celebrate diversity and provide reasonable accommodations for applicants with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com.
Compensation
The pay range for this position is $53,600 – $85,100 per year; however, base pay offered may vary depending on job‑related 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.
Application
Applicants should apply via www.paylocity.com/careers.
#J-18808-Ljbffr
This is a 100% in-office role based at our
Schaumburg, IL
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 purpose of the Team Lead is to provide operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by monitoring team performance (quantitative and qualitative), providing ongoing learning opportunities, working directly with clients on escalated issues, identifying and facilitating process improvements, and coordinating work across the team, including workload management and client assignments. The Team Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises a team of approximately 6–10 Account Managers to ensure service levels are met or exceeded, as well as day‑to‑day performance of their jobs.
The Team Lead will work with a group of Leads to prioritize and coordinate work for maximum impact.
Primary Responsibilities
Dependability/Follow Up: Timely responsiveness & proactive follow‑up.
Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information.
Communication: Provide professional & appropriate internal/external communication as well as 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: Ability to influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices.
Team Lead Responsibilities
Metrics, Reporting and Analysis: Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness, and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and focus where needed for learning, coaching, intervention and operational improvements.
Performance Management: Continually assess & build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings and the performance management process. Take initiative and develop opportunities for the Account Managers to share and build knowledge and skills. Prioritize learning objectives based on the highest impact to the clients and to Paylocity. Facilitate coaching, training and mentoring of AMs. Assess client movement and prepare/support impacted AMs to facilitate ongoing outstanding client service.
Client Focus: Proactively and reactively monitor and assess client interactions and intervene when needed, providing coaching and feedback. Act as first‑level escalation, directly engage clients and take action & ownership to resolve issues. Proactively identify situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and take steps to minimize impact. Ability to 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. Seek out and facilitate opportunities to improve efficiency and effectiveness through better tools and processes.
Workload Coordination & Assessment: Continually schedule, monitor and adjust workload across the team to ensure priorities are met and availability and responsiveness goals are achieved. Consider client need with Account Manager capability and capacity and align clients with the intent to provide the most consistent positive client interactions. Coordinate cross‑team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies.
Required Qualifications
Bachelor’s Degree required.
2 years payroll and/or call center experience.
Successful experience in escalations and at‑risk client retention efforts.
Project Management experience.
Proficient 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 and/or HR administration.
Ability to present HR data effectively.
Physical Requirements
Ability to sit for extended periods (7–8 hours a day). Use of computer and phone systems: must be able to operate a computer, use phone systems, and type while using multiple software programs and inquiries simultaneously.
Benefits
We offer medical, dental, vision, life, disability and a 401(k) match, as well as perks that support you, your family, and your finances. Career development opportunities are also provided.
Equal‑Opportunity Employer
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. We adopt inclusive practices, celebrate diversity and provide reasonable accommodations for applicants with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com.
Compensation
The pay range for this position is $53,600 – $85,100 per year; however, base pay offered may vary depending on job‑related 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.
Application
Applicants should apply via www.paylocity.com/careers.
#J-18808-Ljbffr