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 evolving processes, systems, and expectations. • Strong understanding of payroll processing, HRIS functions, and multi-state compliance requirements. • Strong analytical, troubleshooting, and problem-solving abilities for complex issues. • Excellent communication and interpersonal skills; communicates clearly and professionally in both written and verbal formats. • Strong time management skills and ability to prioritize in a fast-paced environment. • Flexibility to perform a variety of assignments as needed. • Strong collaboration skills with internal departments to support seamless operations and workflow coordination. • Excellent leadership and customer service skills to guide teams, resolve escalations, and maintain service excellence. • Strong work ethic and commitment to teamwork in a collaborative environment. • Ability to perform well under pressure and maintain professionalism with diverse personalities and situations. • Demonstrated ability to maintain strict confidentiality and handle sensitive information with discretion. • Exceptional attention to detail and ability to thoroughly review documents for quality and accuracy. • High levels of organization and reliable follow-through on tasks and documentation. Education & Experience • College degree preferred or equivalent combination of experience, skills, and education (including non-traditional degree programs or job training programs). • 3+ years of PEO, ASO, HCM, or multistate payroll/service operations experience required. • 1–2 years of supervisor or team lead experience required; management experience preferred. • Experience with PRISM or similar HRIS/payroll systems preferred. • Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed. Physical, Mental, & Communication Demands • Physical Demands: • Sedentary work: primarily sitting for extended periods while working at a desk or computer. • Manual dexterity: frequent use of hands and fingers to operate keyboard, mouse, calculator, printers, and other office equipment. • Mobility: occasional movement within the office to retrieve documents, access equipment, or collaborate with team members. • Visual acuity: ability to review payroll data, system screens, and documentation accurately; reasonable accommodation as needed. • Lifting & carrying: minimal physical effort; may include handling files or light office materials. • Mental Demands: • Focus & accuracy: sustained concentration required to process payroll and ensure accuracy across multiple client accounts. • Decision making: ability to make routine decisions using established policies and guidelines. • Attention to detail: consistently high accuracy when entering, reviewing, and validating payroll and HRIS information. • Problem-solving: identify errors, discrepancies, or system issues and take corrective action or escalate appropriately. • Multitasking: manage multiple client requests, payroll deadlines, and administrative tasks in a fast-paced environment. • Stress tolerance: ability to remain calm and professional when working under deadlines or addressing client concerns. • Communication Demands: • Verbal communication: regular interaction with clients and internal teams to provide updates, resolve issues, and explain processes. • Written communication: prepare clear and concise emails, notes, and documentation related to payroll, HRIS, and service requests. • Interpersonal skills: build positive working relationships and communicate professionally with individuals at varying technical levels. • Cultural sensitivity: communicate with individuals from diverse cultural backgrounds with awareness and sensitivity. Environmental Conditions • Professional office environment with regular use of computers and standard office equipment. • Climate-controlled setting with typical office lighting and low to moderate noise levels. • Work involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards. Disclaimer • This job description does not state or imply all duties; employees must follow other job-related instructions and perform duties requested by management. • Management may add, revise, or delete information in this job description; reasonable accommodation will be made for qualified individuals with disabilities. • This document does not create an employment contract, implied or otherwise, other than an at-will employment relationship. Benefits • Health Insurance: medical, dental, and vision coverage. • Retirement Plan: 401(k) with company match. • Paid Time Off: PTO, holidays, parental leave, and sick leave as required by applicable state law. • Other Benefits: life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal insurance, and pet insurance. #SolvoHRGlobal #LI-PROMOTED #LI-Onsite