This position is based on-site at our office in Virginia Beach, VA.
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 on-boarding experience.
What You'll Do
- Directly supervise the Customer Support, Payroll Processing, and Implementation 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.
- 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.
- Identify effective cost management practices; implement operational improvements.
Qualifications
- 3 years of experience Managing Payroll/HCM Operations
- 5 years of people management experience required
- Bachelor's degree preferred
- Payroll HCM System experience
- 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 relationships with client contacts and internal teams and stakeholders
- Advanced knowledge and understanding of best practices and service delivery models
- Effective coaching and team development skills
- Excellent oral and written communication skills
- Ability to learn new software functionality quickly
Compensation
The base salary range for this position is $100,000-$120,000, based on relevant experience, skills, and industry knowledge. Asure Software offers a variety of employee benefits. Salary information is determined by market location and is provided in accordance with state and local pay-transparency laws. Applicants should apply via www.asuresoftware.com/careers.
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
