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.

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