Service Operations Supervisor

• 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. Headquartered in Chandler, Arizona, Vensure operates as a "One Employer Solution," helping businesses streamline and grow operations with custom strategies that benefit employers and employees. Learn more at www.vensure.com. • Position: Service Operations Supervisor (Service Consultant) • Position Summary: Manage client relationships and ensure seamless delivery of payroll, tax, and service operations. Coordinate user setup and training for client-facing platforms, support client retention, act as liaison between clients and internal operations, oversee payroll processing, analyze processes for improvements, and advise on tax and reporting requirements. • Essential Duties and Responsibilities: • Serve as the primary contact for an assigned group of clients. • Coordinate user setup and provide training for web-based payroll, custom reporting software, and service platforms. • Facilitate proactive intervention for at-risk clients, working with internal teams, clients, and business consultants to support retention. • Manage client accounts and build strong relationships with clients, brokers, internal partners, and peers through proactive touchpoints and service recommendations. • Act as liaison between clients and internal operations to ensure service delivery aligns with department SOPs. • Coordinate and lead client meetings to review escalated issues or significant account matters. • Identify gaps in client processes and recommend products and services to meet client needs. • Manage and escalate client issues through communication platforms, including submitting cases in Client Space to internal departments. • Recommend annual changes to clients’ administrative fees when appropriate. • Provide guidance on client tax account registration, payroll tax questions, and obtain tax account login credentials for new-state registrations. • Manage and escalate payroll tax notices and drive resolution. • Assist with required state and federal reporting guidance. • Ensure timely and accurate payroll processing, review processed payrolls, and resolve payroll errors. • Monitor Payroll Specialists’ work, assist with payroll calculations and deductions, and support the team as needed. • Maintain clear and consistent client communications. • Work with Quality Control to process voids and resolve posted payroll errors. • Analyze payroll issues and provide resolutions. • Provide feedback on Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching. • Collaborate with the Manager on changes, team performance feedback, and escalation of client issues. • Schedule and facilitate weekly POD team huddles for escalations and learning opportunities. • Regular attendance at assigned corporate office location is essential; for team members located in or near Chandler, AZ or Duluth, GA, this is an in-office position. • Marginal Functions: • Build and maintain relationships with team members and peers across disciplines to ensure coordinated client communications and services. • Organize and maintain shared team resources (checklists, templates, reference materials). • Provide occasional backup support for routine payroll processing during high-volume periods or absences. • Attend webinars and training to stay current on company and department best practices. • Complete projects and other duties as assigned by supervisor. • Knowledge, Skills, and Abilities: • Excellent communication and interpersonal skills for collaboration across teams and positive relationship building. • Strong time-management and prioritization skills in a fast-paced environment. • Flexibility to perform a