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Vensure Employer Solutions, the largest privately held HR technology and services organization, is seeking an HCM Payroll Manager to lead a team of specialists providing support to clients. The company serves over 95,000 businesses and processes over $135B in annual payroll.
In this role, you will manage a pod of payroll specialists and be responsible for driving client retention and loyalty through effective team management and strategic client engagement. Key responsibilities include:
• Monitor and improve team success metrics including ticket closure rates, customer satisfaction (CSAT), SLA pass rates, and phone metrics
• Drive continuous improvement by identifying performance gaps and implementing coaching or training initiatives
• Ensure clients are ready for critical HCM milestones, particularly quarter-end and year-end processes
• Identify opportunities to increase product adoption and client engagement through daily interactions with clients and the Client Relations team
• Monitor client health and contract status in partnership with Client Relations
• Serve as an escalation point for client issues, utilizing problem-solving and de-escalation techniques
• Conduct root-cause analysis to prevent recurring issues
• Perform management responsibilities including performance reviews, feedback, and onboarding of new team members
• Contribute to departmental initiatives and organizational improvement projects
This is an in-office position requiring regular attendance at either the Chandler, AZ or Duluth, GA corporate office location.
REQUIREMENTS:
• High school diploma or equivalent (or relevant non-traditional degree/job training programs)
• iSolved experience required
• Minimum 1 year in client support or customer service role
• Minimum 1 year of team leadership experience
• Advanced proficiency in Microsoft Office (Outlook, Teams, Excel, PowerPoint)
• In-depth knowledge of customer service best practices
• Strong problem-solving, analytical, and decision-making abilities
• Demonstrated ability to manage multiple tasks simultaneously with high accuracy
• Strong verbal and written communication skills
• Ability to work effectively in fast-paced environments and adapt to shifting priorities
• Coachable mindset with openness to feedback and continuous improvement
