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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 Payroll Manager of HCM will be responsible for ensuring their team of specialists are successful at providing support to clients and achieving their personal career goals.
Essential Duties and Responsibilities
- Drive client retention and loyalty by ensuring their pod is working effectively, strategically engaging with clients, and monitoring key client success metrics
- Drive continuous improvement across the team, approach management from a bigger picture perspective to identify improvement areas.
- Monitor overall team success metrics (ticket closure, CSAT, SLA Pass Rate, phone metrics, etc.) and identify improvement projects (e.g. individual performance coaching, team training on certain ticket type).
- Ensure client readiness for key HCM milestones especially around quarter end and year end processes.
- Find opportunities to promote product adoption and client engagement through daily interactions partnering with the Client Relations team.
- Monitor client health and contract statuses in partnership with the Client Relations team.
- Act as escalation point for clients by utilizing problem solving and de-escalation techniques to improve client experience.
- Conduct root-cause analysis to prevent recurring issues.Assist in onboarding new hires.
- Performance manage team members to ensure team is meeting expectations.
- 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 the Chandler, AZ or Duluth, GA offices, this is an in-office position.
Marginal Functions
- Build, maintain and promote relationships with team members and clients ensuring effective coordination of communications and services.
- Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
- Attend webinars and training to stay up to date on best practices related to the company and department.
- Complete projects and other duties as assigned by manager.
Knowledge, Skills, and Abilities
- In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
- Demonstrated ability to manage multiple tasks and simultaneously while maintaining a high level of accuracy and attention to detail.
- Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
- Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
- Sound decision‑making abilities, including evaluating complex information and determining appropriate actions.
- Maintaining professionalism and composure while working with a variety of personalities and situations.A flexible, team-oriented self-starter who thrives in a startup environment.
- Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
- Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
- Must be able to give feedback to other on performance concerns.
- Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
- Strong verbal and written communication skills with the ability to collaborate effectively across teams and interact professionally with employees at all levels.
- Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
- Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appropriate courses of action.
Education & Experience
- High school diploma or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred
- 1 year in client support or customer service role.
- 1 year of experience leading a team.
- Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed
Physical, Mental, & Communication Demands
Physical Demands:
- Sedentary Work: Remains seated for extended periods, often at a desk or computer.
- Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, printer, mail machines, and other office equipment.
- Mobility: Occasionally moves about the office to attend meetings, retrieve files, or collaborate with team members.
- Visual Acuity: Frequently reads detailed numerical data, spreadsheets, and system interfaces requiring close visual attention and accuracy, primarily on a computer screen and occasionally in printed materials.
- Lifting & Carrying: Occasional lifting, carrying, loading of office supplies. (typically, less than 15 lbs.)
Mental Demands:
- Attention to Detail: Reviews, verifies, and enters payroll hours, deductions, earnings, and tax adjustments with precision to ensure error-free payroll runs.
- Problem-Solving: Interprets payroll data, identifies discrepancies, calculates adjustments, and determines appropriate corrective actions.
- Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines.
- Task Prioritization: Manages an assigned book of business, balances recurring tasks with urgent client needs, and organizes workflow to ensure timely processing.
- Adaptability: Adjusts quickly to changing client requirements, system updates, or unexpected payroll issues.
- Confidentiality and Discretion: Handles sensitive employee information, compensation data, and tax details in compliance with privacy and security standards.
- Concentration: Maintains focus during repetitive or detailed tasks such as manual data entry, auditing, or reconciliation.
- Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns.
Communication Demands:
- Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors. Maintains positive, professional relationships with assigned clients, ensuring their payroll needs are met and concerns are addressed promptly.
- Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
- Conflict Resolution: Handles escalations or client frustrations with patience, clarity, and a solutions-oriented approach.
- Active Listening: Gathers necessary information from clients to resolve payroll discrepancies or understand requested changes.
- Written Communication: Drafts accurate and timely responses via email and case management systems; documents issues and resolutions clearly.
- Verbal Communication: Provide clear communication skills for interacting with internal departments and escalating issues. Responds to client inquiries by phone, explains payroll processes, and provides guidance on payroll-related questions.
Environmental Conditions
- The Payroll Specialist works in a professional, climate-controlled office environment with consistent lighting, temperature, and noise levels. The role is computer-intensive, requiring extended periods of sitting, frequent use of monitors and standard office equipment, and sustained visual focus while reviewing detailed payroll data. The environment involves regular interaction with clients and internal teams through email, phone, and virtual platforms, as well as handling confidential employee information in accordance with strict privacy and security standards.
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.
- Additional Compensation: [e.g., signing bonus, commission structure] if applicable
