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Vensure Employer Solutions, the largest privately held HR technology and service organization, is seeking a Service Operations Supervisor for its Chandler, Arizona office. The company serves over 95,000 businesses and processes over $135B in annual payroll, offering HR/HCM technology, managed services, and global business process outsourcing.
In this role, you will manage client relationships and oversee the seamless delivery of payroll and HR services. You will act as the primary contact for an assigned group of clients, coordinating user setup and training on web-based payroll platforms and custom reporting software. You will establish and reinforce strong relationships with clients, internal partners, brokers, and peers through proactive touchpoints and service recommendations.
Key responsibilities include:
- Coordinating user setup and training for client-facing platforms
- Facilitating proactive retention strategies for at-risk clients
- Acting as liaison between clients and internal operations to ensure service delivery aligns with department SOPs
- Leading client meetings to review escalated issues and significant account matters
- Identifying gaps in client processes and introducing new products/services based on client needs
- Managing and escalating client issues through various communication channels
- Determining and recommending annual administrative fee adjustments
- Providing guidance on payroll tax questions, state/federal reporting, and tax account registration
- Ensuring timely and accurate payroll processing
- Reviewing processed payrolls and resolving errors; monitoring Payroll Specialists' work
- Analyzing payroll problems and providing resolutions
- Facilitating frequent communication regarding team performance and coaching
- Collaborating with management to implement changes and escalate issues
- Scheduling and facilitating weekly team huddles to discuss client escalations
This is an on-site role requiring regular office attendance due to secure system access, collaboration on sensitive technical matters, and hands-on operational involvement.
Requirements:
- High School Diploma minimum
- 2+ years of PEO, ASO, HCM, or multistate payroll experience preferred, or equivalent combination of experience, skills, and education
- 2-4 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred
- Previous supervisory experience required
- Proficiency in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications
- Excellent communication and interpersonal skills with ability to collaborate across teams
- Strong time-management and prioritization skills in fast-paced environments
- Sound decision-making abilities and high level of professionalism
- Exceptional attention to detail
- Ability to handle high-pressure situations and manage multiple tasks simultaneously
