Manager Retirement Services Ops

PAYLOCITY CORPORATION•Town of Pittsford, NY

5h•Onsite

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! 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! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. Position Overview The Manager Retirement Services Ops provides leadership to the Retirement Services team that supports the day-to-day execution of implementation and ongoing service activities for retirement plan clients. This role provides direction and guidance for a team responsible for plan setup, administration, participant support, and operational processing. The Manager partners closely with internal teams to resolve issues, support client escalations, and ensure a high-quality service experience.

Requirements

Bachelor’s degree or HS Diploma with 4 years of relevant experience required
2+ years of people leadership experience required (team lead, mentor, senior specialist, or similar).
Strong communication, problem-solving, and client service skills required.

Nice To Haves

Experience with retirement services (401(k), 403(b), qualified plans, etc.) preferred.
Familiarity with ERISA, IRS, and DOL requirements is a plus.
Experience supporting plan implementation and/or plan administration strongly preferred.

Responsibilities

Lead and manage the team providing direction and guidance on client interactions and issue resolution to ensure excellence in delivery and productivity.
Oversee workloads, assign tasks, and ensure timely and accurate completion of retirement plan setup, processing, and participant support activities.
Develop and implement key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance.
Serve as a first-level escalation point for client and participant issues; support resolution and partner with leadership as needed.
Manage the onboarding and training for new team members and reinforcing best practices, procedures, and quality standards.
Partner with cross-functional partners to streamline workflows, troubleshoot issues, and ensure processes and tools are in place to best support clients and the team.
Drive continuous improvement efforts by identifying recurring issues and recommending solutions.
Support team communication, feedback loops, and the adoption of new tools, processes, or system enhancements.
Model strong client service behaviors and help foster a positive, collaborative team culture.