Service Operations Supervisor

About Us

• Vensure Employer Solutions is the largest privately held organization in the HR technology and services sector, offering HR/HCM technology, managed services, and global BPO. The company and service providers serve over 95,000 businesses and process over $135B in annual payroll. Headquartered in Chandler, Arizona, Vensure provides custom strategies to help businesses streamline operations. Visit www.vensure.com.

Position Summary

• The Service Operations Supervisor manages client relationships and ensures delivery of payroll, tax, and related services. Responsibilities include user setup and training, client retention activities, acting as a liaison between clients and internal teams, overseeing payroll processing, analyzing data for process improvements, and advising on tax and reporting requirements.

Essential Duties and Responsibilities

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

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

• Proactively identify and intervene with at-risk clients; collaborate with internal teams and business consultants to support retention.

• Build and maintain strong relationships with clients, brokers, internal partners, and peers through regular touchpoints and service recommendations.

• Act as liaison between clients and internal operations to ensure services follow department SOPs.

• Lead client meetings for escalated or significant account matters.

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

• Manage and escalate client issues across communication platforms; submit cases in Client Space for resolution.

• Recommend annual increases or reductions to clients’ administrative fees.

• Provide guidance on client tax account registration, payroll tax questions, and obtain tax account login credentials when clients enter new states.

• Manage and escalate payroll tax notices toward 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 to ensure payroll accuracy; assist with payroll calculations and deductions as needed.

• Maintain clear and consistent client communications.

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

• Analyze payroll problems and implement resolutions.

• Communicate Service Associate performance, recommend training, and assist with coaching.

• Collaborate with the Manager on changes, team feedback, and client escalations.

• Schedule and lead weekly POD huddles to discuss escalations and learning opportunities.

• Regular, on-site attendance is essential for secure system access, collaboration on sensitive matters, participation in operational meetings, and hands-on activities.

Marginal Functions

• Build and maintain relationships across teams to coordinate client communications and services.

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

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

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

• Complete projects and other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication and interpersonal skills; ability to collaborate across teams.

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

• Flexibility to perform varied assignments and learn new systems or processes as needed.

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

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

• Sound decision-making and problem-solving skills when evaluating complex information.

• Exceptional attention to detail and accuracy.

Education & Experience

• High school diploma or equivalent combination of experience, skills, or education required (includes non-traditional degree or job training programs).

• 2–4 years of customer service, payroll, or HRIS experience preferred.

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

Required Licenses and/or Certifications

• Not applicable.

Physical, Mental, & Communication Demands

• Physical Demands: Primarily sedentary desk/computer work; frequent use of hands for keyboard/mouse; occasional movement in office; visual acuity to review data; minimal lifting of light office materials.

• Mental Demands: Sustained concentration for payroll processing and data review; routine decision-making per policies; high attention to detail; problem-solving and multitasking under deadlines; stress tolerance.

• Communication Demands: Regular verbal and written interaction with clients and internal teams; prepare clear documentation; interpersonal skills for working with diverse technical and cultural backgrounds; regular use of video conferencing and phone systems.

Environmental Conditions

• Professional office environment with standard computers and office equipment; climate-controlled, typical lighting, low-to-moderate noise; extended screen time, in-person collaboration, minimal physical hazards.

Disclaimer

• This description is not an exhaustive list of duties. Employees must follow job-related instructions and perform other duties as requested by management. Management may revise this description. Reasonable accommodation will be made for qualified individuals with disabilities to perform essential functions. This document does not create an employment contract beyond an at-will relationship.

Benefits

• Health insurance: medical, dental, vision.

• 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 disability, long-term disability, EAP, FSA, HSA, identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

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