Payroll Manager Partners PEOPosition Summary The Payroll Manager is responsible for leading the Client Service Center (CSC) team to ensure exceptional payroll processing, client support, and service delivery. This role oversees payroll operations, staff development, performance management, process improvement, and client satisfaction while serving as the primary escalation point for CSC personnel. The CSC Manager drives operational excellence, maintains departmental resources, and ensures all payrolls are processed accurately and on time.
Key Responsibilities
Leadership & Team Management:
Lead, develop, and motivate Client Service Center staff to achieve company goals and departmental objectives.
Recruit, hire, onboard, train, and retain high-performing CSC team members.
Provide ongoing coaching, mentoring, and performance feedback.
Manage employee performance and accountability measures.
Foster a culture of collaboration, continuous improvement, and professional development.
Payroll Operations:
Ensure accurate and timely completion of all scheduled and special payroll processing.
Monitor payroll workflows and departmental productivity.
Maintain payroll quality standards and compliance requirements.
Support new client payroll implementations and transitions.
Ensure complete department phone coverage during established business hours.
Support and maintain departmental on-call services.
Client Service Excellence:
Ensure outstanding service delivery that exceeds client expectations.
Serve as the primary escalation point for CSC staff regarding client concerns and operational issues.
Build and maintain strong client relationships through responsive and professional service.
Drive client satisfaction and positive service outcomes.
Process Improvement & Documentation:
Collaborate with supervisors, peers, and direct reports to identify and implement process improvements.
Maintain and update departmental resources, including: Prism, Standard Operating Procedures (SOPs), Job Aids, Forms, Client Notes, Training Materials.
Develop and enhance training programs and coaching resources to improve team effectiveness.
Strategic Support:
Manage departmental capabilities and resource allocation. Support organizational initiatives and departmental objectives ("Rocks").Ensure departmental alignment with company goals and service standards.
Qualifications:
Experience managing payroll operations and client service teams.
Strong leadership, coaching, and employee development skills.
Knowledge of payroll processes, compliance requirements, and best practices.
Excellent organizational, communication, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer service and relationship management skills.
Experience with payroll systems and business process documentation preferred.
Measures of Success:
The CSC Manager will be evaluated based on the following outcomes:
Achieve and maintain a 0% payroll error rate.
Ensure 100% on-time payroll processing.
Develop effective training and coaching programs.
Maintain positive client satisfaction scores.
Successfully execute and complete CSC departmental objectives.
Promote organizational alignment and collaboration.
Build positive client relationships through CSC staff interactions.
Maintain 100% department phone coverage during established hours.
Successfully support and maintain on-call department services.
