Service Operations Supervisor

• About Us: Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. Headquartered in Chandler, Arizona, Vensure operates as a "One Employer Solution," helping businesses streamline and grow operations with custom strategies that benefit employers and employees. Learn more at www.vensure.com.

• Position: Service Operations Supervisor (Service Consultant)

• Position Summary: Manage client relationships and ensure seamless delivery of payroll, tax, and service operations. Coordinate user setup and training for client-facing platforms, support client retention, act as liaison between clients and internal operations, oversee payroll processing, analyze processes for improvements, and advise on tax and reporting requirements.

• Essential Duties and Responsibilities:

• Serve as the primary contact for an assigned group of clients.

• Coordinate user setup and provide training for web-based payroll, custom reporting software, and service platforms.

• Facilitate proactive intervention for at-risk clients, working with internal teams, clients, and business consultants to support retention.

• Manage client accounts and build strong relationships with clients, brokers, internal partners, and peers through proactive touchpoints and service recommendations.

• Act as liaison between clients and internal operations to ensure service delivery aligns with department SOPs.

• Coordinate and lead client meetings to review escalated issues or significant account matters.

• Identify gaps in client processes and recommend products and services to meet client needs.

• Manage and escalate client issues through communication platforms, including submitting cases in Client Space to internal departments.

• Recommend annual changes to clients’ administrative fees when appropriate.

• Provide guidance on client tax account registration, payroll tax questions, and obtain tax account login credentials for new-state registrations.

• Manage and escalate payroll tax notices and drive resolution.

• Assist with required state and federal reporting guidance.

• Ensure timely and accurate payroll processing, review processed payrolls, and resolve payroll errors.

• Monitor Payroll Specialists’ work, assist with payroll calculations and deductions, and support the team as needed.

• Maintain clear and consistent client communications.

• Work with Quality Control to process voids and resolve posted payroll errors.

• Analyze payroll issues and provide resolutions.

• Provide feedback on Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching.

• Collaborate with the Manager on changes, team performance feedback, and escalation of client issues.

• Schedule and facilitate weekly POD team huddles for escalations and learning opportunities.

• Regular attendance at assigned corporate office location is essential; for team members located in or near Chandler, AZ or Duluth, GA, this is an in-office position.

• Marginal Functions:

• Build and maintain relationships with team members and peers across disciplines to ensure coordinated client communications and services.

• Organize and maintain shared team resources (checklists, templates, reference materials).

• Provide occasional backup support for routine payroll processing during high-volume periods or absences.

• Attend webinars and training to stay current on company and department best practices.

• Complete projects and other duties as assigned by supervisor.

• Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills for collaboration across teams and positive relationship building.

• Strong time-management and prioritization skills in a fast-paced environment.

• Flexibility to perform a variety of assignments within the role, operate different tools, run varied production jobs, and learn new processes as needed.

• Ability to collaborate effectively with internal departments to support seamless operations and workflow coordination.

• Strong work ethic, teamwork orientation, professionalism, reliability, and enthusiasm.

• Sound decision-making and problem-solving abilities, with attention to detail.

• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and ability to learn other applications.

• Education & Experience:

• High School Diploma required; 2+ years of PEO, ASO, HCM, or multistate experience preferred, or equivalent combination of experience, skills, and education (including relevant non-traditional degree programs or job training).

• Physical, Mental, & Communication Demands:

• Physical Demands: Sedentary work with extended periods sitting at a desk or computer; minimal lifting (documents/light office supplies); frequent use of hands for keyboard/mouse; occasional walking throughout the office; visual ability to read/analyze data on screen and printed materials (with reasonable accommodation as needed).

• Mental Demands: Strategic thinking, concentrated focus to develop and implement strategies, quick informed decision-making, high attention to detail, problem-solving, multitasking under deadlines, and stress management during high-pressure client situations.

• Communication Demands: Strong interpersonal skills to build relationships and communicate with employees, managers, clients, and vendors; cultural sensitivity when communicating with diverse backgrounds; clear written documentation; effective verbal presentation and training skills.*

• Environmental Conditions: Indoor office environment; occasional moderate noise from copiers, printers, or co-workers.

• Disclaimer: This description does not list all responsibilities. Employees will follow other job-related instructions and perform duties requested by management. Management may revise this description. Reasonable accommodation will be made for qualified individuals with disabilities. This document does not create an employment contract beyond at-will employment.

• Benefits:

• Health Insurance: Medical, dental, and vision coverage.

• Retirement: 401(k) with company match.

• Paid Time Off: PTO, Holidays, Parental leave, and Sick Leave as required by state law.

• Other Benefits: Life insurance, short-term and long-term disability, Employee Assistance Program (EAP), FSA, HSA, identity theft protection, critical illness, accident, cancer/hospital protection, legal insurance, and pet insurance.*

 

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