Director Client Services Ops

PAYLOCITY CORPORATION • Meridian, ID

2d • Onsite

About The Position

The Director Client Services Ops will provide high level leadership for the service delivery of our payroll, HR and time and attendance solutions for our service center. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity. The Director Client Services Ops will share leadership responsibilities for our client center with other directors and be accountable for 5-8 client teams (with 4-6 managers and 2-4 team leads per team) and over 150 employees in total. We are looking for a leader who can create scalability for our service delivery model, is agile, able to strategically implement process improvements and change strategies, identify expansion opportunities, and maintain client satisfaction and loyalty through a growth mode. This position will be measured by retention, profitability, and customer satisfaction.

Requirements

• Bachelor’s degree required.
• 7-10 years senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment).
• Proven leadership competencies running service centers, call centers, or other similar client experience operation.
• Proven experience leading through significant growth.
• Experience driving cross-functional process improvement initiatives.
• Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process.
• Broad and deep knowledge of Payroll/HRIS/Time and Attendance.
• Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
• Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients.
• Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.
• Demonstrated success as a strong and influential negotiator.
• Demonstrated ability implementing scalable business processes during periods of high growth.
• Proven ability to drive decisions and actions among diverse groups to achieve goals.
• Excellent verbal/written communication skills.
• Highly complex problem-solving ability.
• Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction and retention.
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Responsibilities

• The Director is charged with achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
• Determines service organizational structure and development needs for their client segments. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career – path development for our evolving business needs.
• Provide necessary leadership to enhance and improve client relationships through a high performing team of service personnel who are charged with “owning the relationships” of our clients. Manage cross functional team support and develop strong business relationships throughout the organization.
• Work within and recommend new performance metrics, definition, and process to measure key performance indicators. Ability to set the vision and culture for continuous process and quality improvement within the service center. Reports on metrics and action plans to entire team and senior management.
• Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.
• Drive an atmosphere of accountability that delegates work items, partners with other areas of the business and liaisons with action owners to ensure successful and timely completion of projects
• The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.
• Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.
• Make recommendations and contribute to the design and implementation of new product functionality and additional service offerings.
• Lead, coach, motivate, and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Communicates to their client services teams to ensure employee understanding and engagement. Presents, along with management team, new policies, and initiatives to team.
• Improve client loyalty as measured through NPS surveys and client retention.
• Prepares and reports on location’s annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.
• Ability to travel to remote service centers up to 30-40% of their time.

Benefits

• We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances.
• And if it’s career development you desire, we provide that, too!

What This Job Offers

• Job Type: Full-time
• Career Level: Director