Service Operations Supervisor - On Site

About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including 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. As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .

Position Summary
The Service Operations Supervisor is responsible for managing client relationships, ensuring the seamless delivery of services, and supporting payroll and tax-related processes. This role involves coordinating user setup and training, facilitating client retention strategies, and acting as a liaison between clients and internal operations. The Service Consultant will also oversee payroll processing, analyze data for process improvements, and provide guidance on tax and reporting requirements.

Essential Duties and Responsibilities

• Act as the primary contact for assigned group of clients.
• Coordinate user set-up and provide training for client-facing web-based payroll, custom reporting software and service platforms.
• Facilitate proactive intervention steps for at-risk clients, collaborating with internal teams, clients, and business consultants for successful retention.
• Manage client accounts by establishing and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touch points and service recommendations.
• Act as a liaison between clients and internal operations to ensure seamless delivery of services in line with department SOPs.
• Coordinate and lead client meetings to review and discuss escalated issues or significant matters related to the client's account.
• Identify gaps in client processed and introduce new products and services based on identified client needs.
• Manage and escalate client issues through various communication platforms, including submitting cases in Client Space to internal departments for resolution.
• Determine and recommend annual increases and/or reductions to client's administrative fees.
• Assist with client tax account registration guidance, provide education on payroll tax questions, and obtain clients' tax account login credentials when entering a new state.
• Manage and escalate payroll tax notices and drive them to resolution.
• Assist and provide guidance with required state and federal reporting.
• Ensure timely and accurate payroll processing.
• Review processed payrolls and resolve payroll errors and issues; assist the team as needed.
• Monitor the work of Payroll Specialists who input payroll data and ensure payroll accuracy.
• Assist in payroll calculations and deductions. Maintain clear and consistent client communications.
• Work with the Quality Control Team to process current and prior year voids and resolve posted payroll errors.
• Analyze payroll problems and provide appropriate resolutions.
• Facilitate frequent communication regarding Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching employees.
• Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.
• Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near Chandler, AZ or Duluth, GA offices, this is an in office position.

Education & Experience

• High School Diploma 2+ years of PEO, ASO, HCM, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.

• None

Physical, Mental, & Communication Demands

Physical Demands

• Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Ability to travel occasionally for meetings, events and partner visits. Occasional walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

Mental Demands

• Attention to Detail: High level strategic thinking combined with attention to operational detail.
• Problem-Solving: Strong problem-solving skills with a focus on scalability and efficiency.
• Multitasking: Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
• Decision-Making: Sound judgement and decision-making in ambiguous or complex situations.
• Adaptability: Ability to adapt to changing market conditions and partner needs.
• Stress Management: Resilience under pressure and adaptability to shifting business needs.

Communication Demands

• Interpersonal Skills: Ability to build and maintain strong relationships and communicate effectively with employees, managers, clients and external vendors.
• Negotiation: Skilled in negotiation, conflict resolution, and influencing without authority.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Verbal and Written Communication: Exceptional verbal and written communication skills for executive-level reporting, cross functional coordination, and team leadership. Ability to clearly articulate strategy, goals, and expectations across diverse teams.
• Presentation Skills: Ability to present to internal stakeholders, external partners, and senior leadership.

Environmental Conditions
Indoor, office environment. May occasionally have moderate noise level from copiers, printers, or coworkers.

Disclaimer
This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position. This document does not create an employment contract, implied or otherwise. Employment remains "at will".

This position is eligible for the following 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 provided 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 and pet insurance.