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Vensure Employer Solutions, the largest privately held HR technology and service provider, is seeking a Service Operations Supervisor for their Dallas office. This role manages client relationships, ensures seamless service delivery, and oversees payroll and tax processes for an assigned portfolio of clients.
Key Responsibilities:
- Serve as primary contact for an assigned group of clients, building and maintaining strong relationships through proactive touchpoints and service recommendations.
- Coordinate user setup and training on client-facing payroll platforms, custom reporting software, and service systems.
- Facilitate proactive retention strategies for at-risk clients by collaborating with internal teams, clients, and business consultants.
- Act as liaison between clients and internal operations to ensure service delivery aligns with departmental SOPs.
- Coordinate and lead client meetings to address escalated issues and significant account matters.
- Identify gaps in client processes and recommend new products/services based on client needs.
- Manage and escalate client issues across communication platforms and internal case systems.
- Determine and recommend annual administrative fee adjustments for client accounts.
- Provide guidance on payroll tax registration, tax questions, and state/federal reporting requirements.
- Manage and escalate payroll tax notices to resolution.
- Ensure timely and accurate payroll processing; review processed payrolls and resolve errors.
- Monitor Payroll Specialists' work to maintain payroll accuracy.
- Assist with payroll calculations and deductions.
- Collaborate with Quality Control Team on voids and error resolution.
- Facilitate frequent communication regarding team performance, recommend training, and assist with coaching.
- Schedule and lead weekly team huddles to discuss client escalations and learning opportunities.
- Maintain clear, consistent client communications.
- Provide occasional backup support during high-volume periods or absences.
- Attend training and webinars to stay current on best practices.
Requirements:
- High School Diploma required.
- 2+ years of PEO, ASO, HCM, or multistate payroll/HR experience preferred, or equivalent combination of experience, skills, and education (including relevant non-traditional degree programs or job training).
- Excellent communication and interpersonal skills; ability to collaborate effectively across teams.
- Strong time-management and prioritization skills in fast-paced environments.
- Sound decision-making abilities and ability to evaluate complex information.
- Exceptional attention to detail.
- Proficiency with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and ability to learn other applications.
- High level of professionalism, reliability, and enthusiasm.
- Strong work ethic and commitment to teamwork.
- Ability to work in a sedentary office environment with extended computer use.
- Mental demands include strategic thinking, high concentration, quick decision-making, problem-solving, multitasking, and stress management.
- Strong interpersonal and written communication skills for documentation, emails, presentations, and training.
