Job Details

Director Client Services Ops

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.

Primary responsibilities include:

• 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.
• Determining service organizational structure and development needs for their client segments. Creating workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career path development for our evolving business needs.
• Providing 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. Managing cross functional team support and developing strong business relationships throughout the organization.
• Working within and recommending 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. Reporting on metrics and action plans to entire team and senior management.
• Working 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.
• Driving 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.
• Handling service delivery escalations that require senior management intervention to remedy any service failures.
• Ensuring all internal audit and compliance requirements are met. Overseeing leaders that serve as point people for internal audit and compliance requests.
• Making recommendations and contributing to the design and implementation of new product functionality and additional service offerings.
• Leading, coaching, motivating, and developing management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Communicating to their client services teams to ensure employee understanding and engagement. Presenting, along with management team, new policies, and initiatives to team.
• Improving client loyalty as measured through NPS surveys and client retention.
• Preparing and reporting on location's annual budget (headcount plan, productivity goals and capital expenditures). Managing expenses to the established budget/plan.
• Ability to travel to remote service centers up to 30-40% of their time.

Education and experience required:

• 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.

Physical requirements:

• 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.

Paylocity is an equal-opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $120,600 to $195,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Job Applicants and applicable data protection laws.