The ideal candidate will be located out of Gardendale, AL.
How you will contribute
Our Director of Operations, and Site Leader is responsible for the day to day management of the Operations and Service teams. This includes managing all workflow and scheduling to ensure the teams are meeting client service levels. The Director handles employee relation issues, counselling, performance reviews, as well as planning, coordinating and scheduling their work. This position has an awareness of upcoming prospects to ensure team readiness, necessary training and product capabilities & limitations to provide a positive client onboarding experience. Responsible for change management with the team as new solutions or processes are rolled out.
Major Duties and Responsibilities:
- Directly supervise the Customer Support/Payroll Processing and Distribution teams
- Interview, hire and coordinate training of staff on company procedures, customer service, and software systems.
- Coach and mentor staff to continue to improve skills, product and system knowledge.
- Provide consistent, frequent feedback to staff regarding individual goals.
- Communicate with client companies as needed and coordinate all customer service initiatives.
- Monitor and evaluate services provided to participants to ensure consistent high-quality customer service, compliance to all applicable laws, and accuracy of data processed.
- Manage year-end projects to adhere to company policies and procedures.
- Troubleshoot issues through Product Manager staff to increase the customer service experience and to resolve customer issues.
- Manage all functions related to payroll services and the allocation of resources to adequately respond to all incoming phone calls, emails and voice mails.
- Regularly report on all department metrics concerning client issues, revenue gains and losses, phone statistics, administrative services, and compliance matters.
- Ensure achievement of Service Level Agreements (SLAs) across aligned Operations teams.
- Review and approve Change Request estimates prepared by aligned teams.
- Identify effective cost management practices; implement operational improvements.
- Manages to SOWs (Statements of Work) and monitoring variable charges, specific to their clients.
Required Qualifications
- 8 years' experience Managing Payroll/HCM Operations
- 5 years of people management experience required
- 5 years' experience of P&L management
- Bachelor's degree preferred
- FPC and CPP certifications highly desired
- Robust reporting and analytical skills
- Polished communication skills - both verbal and written, to be able to develop and maintain positive working relationships with clients, supervisors, staff and peers.
- Payroll HCM System experience with Mangrove, Paychex, ADP, Workday or similar system required
- Technical acumen with automation solutions desired
- Strong team leadership skills and ability to develop and motivate team members
- Strong compliance experience and internal controls knowledge
- Proven ability to think and act strategically, analytically and with operational and control discipline
- History of success in managing service delivery for external clients
- Ability to lead and thrive in a fast-paced environment while managing multiple tasks with urgency and setting priorities for aligned teams
- Ability to build strong relations with client contacts and internal teams and stakeholders
- Advanced knowledge and understanding of best practices and service delivery models
- Experience managing large teams
- Effective coaching and team development skills
- Excellent oral and written communication skills
- Ability to learn new software functionality quickly
Benefits
- Medical, Dental, Vision, HSA, FSA- All effective on day 1!
- Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability
- 401K Program with 3% safe harbor contribution
- Employee Stock Purchase Program
- Fitness Reimbursement Program
- Self-Managed PTO
