Payroll Manager

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. • Operating as a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps businesses streamline and grow operations with custom strategies that benefit employers and employees. • Website: www.vensure.com Position Summary • Role: Service Operations Manager • Oversees daily operational performance within assigned PODs or service teams to ensure consistent, high-quality service, accurate payroll operations, and excellent client experience. • Acts as a bridge between frontline leadership and senior regional leadership by supporting Service Operations Supervisors, managing escalations, monitoring KPIs, developing staff, and driving process improvements. • Partners with cross-functional departments to support retention, operational efficiency, and compliance initiatives. Essential Duties and Responsibilities • Provide day-to-day leadership and direction to Service Operations Supervisors, Service Consultants, and Payroll Specialists. • Conduct regular 1:1s, monitor performance metrics, identify coaching opportunities, and support professional development plans. • Ensure adherence to Standard Operating Procedures (SOPs) and operational guidelines. • Facilitate weekly POD huddles to align on client escalations, trends, and learning opportunities. • Act as a primary escalation point for complex or high-impact client issues requiring managerial involvement. • Support Supervisors and service teams in resolving payroll, tax, system, compliance, and service-related concerns. • Review high-risk clients and intervene proactively with service and retention strategies. • Provide leadership during client meetings that involve significant issues, trend analysis, or service realignment. • Oversee daily service operations to ensure timely, accurate payroll processing and exceptional client service. • Monitor department KPIs such as retention, case resolution time, error rates, and client engagement patterns. • Perform trend analysis to identify process gaps and recommend operational improvements. • Partner with Quality Control, Payroll Tax, Implementation, and Compliance teams to ensure seamless workflow execution. • Conduct performance reviews, manage staffing needs, and participate in hiring/selection processes. • Review and approve escalated client fee adjustments and account-level recommendations from Supervisors. • Support the development, rollout, and maintenance of department SOPs, workflows, and training standards. • Collaborate with the AVP and executive leaders on strategic operational initiatives. • Assist with cross-functional project work, including system enhancements, compliance updates, and service optimization efforts. • Provide internal training to Supervisors and service staff on system updates, payroll best practices, and department initiatives. • Regular, on-site attendance is an essential job function due to secure system access, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities. Marginal Functions • Build, maintain, and promote relationships with team members and peers across disciplines to ensure coordination of communications and services affecting clients. • Provide backup support during high-volume periods or team member absences. • Attend webinars and training to stay current on company and department best practices. • Act as a resource and mentor for Specialists by assisting with complex questions and sharing expertise. • Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities • Ability to adapt to change, support team transitions, and guide staff through evo