Service Operations Supervisor

• About Us: Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions including 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. As a “One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more at www.vensure.com.

• Position Title: Service Operations Supervisor (role includes client relationship management, service delivery oversight, and payroll/tax-related support).

• Position Summary: This role is responsible for managing client relationships, ensuring seamless delivery of services, and supporting payroll and tax processes. Coordinate user setup and training, facilitate client retention strategies, act as a liaison between clients and internal operations, oversee payroll processing, analyze data for improvements, and provide guidance on tax and reporting requirements.

• Essential Duties and Responsibilities:

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

• Coordinate user set-up and provide training for client-facing web-based payroll, custom reporting software, and service platforms.

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

• Manage client accounts by building and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touch points and service recommendations.

• Serve as a liaison between clients and internal operations to ensure seamless service delivery in line with department SOPs.

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

• Identify gaps in client processes and introduce new products and services based on identified client needs.

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

• Determine and recommend annual increases and/or reductions to clients’ administrative fees.

• Assist with client tax account registration guidance, educate on payroll tax questions, and obtain clients' tax account login credentials when entering a new state.

• Manage and escalate payroll tax notices and drive them to resolution.

• Assist and provide guidance with required state and federal reporting.

• Ensure timely and accurate payroll processing.

• Review processed payrolls and resolve payroll errors and issues; provide support to the team as needed.

• Monitor the work of Payroll Specialists who input payroll data and ensure payroll accuracy.

• Assist in payroll calculations and deductions.

• Maintain clear and consistent client communications.

• Work with the Quality Control Team to process current and prior year voids and resolve posted payroll errors.

• Analyze payroll problems and provide appropriate resolutions.

• Facilitate frequent communication regarding Payroll Associates and Service Associates performance, recommend training areas, and assist with coaching employees.

• Collaborate with the Manager to implement changes, provide feedback on team performance, and escalate client issues.

• Schedule and facilitate weekly POD team huddles to discuss client escalations and learning opportunities.

• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members located in or near Chandler, AZ or Duluth, GA offices, this is an in-office position.

• Marginal Functions:

• Build, maintain, and promote relationships with team members, peers across disciplines, and all other company team members to ensure effective coordination of communications and services affecting clients.

• Assist in organizing and maintaining shared team resources such as checklists, templates, and reference materials.

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

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

• Complete projects and other duties as assigned by supervisor.

• Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills; ability to collaborate effectively across teams and build positive working relationships.

• Strong time-management skills with the ability to prioritize effectively in a fast-paced environment.

• Flexibility to perform a variety of assignments, including operating different equipment, running varied production jobs, and learning new machinery or processes as needed (print room tasks referenced where applicable).

• Strong ability to collaborate with internal departments to support seamless operations and workflow coordination.

• Strong work ethic and commitment to teamwork; contribute positively to a collaborative and supportive work environment.

• Sound decision-making abilities, including evaluating complex information and determining appropriate actions.

• High level of professionalism, reliability, and enthusiasm to support a positive workplace culture.

• Exceptional attention to detail to thoroughly review printed documents and ensure quality and accuracy standards.

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

• Education & Experience:

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

• Physical, Mental, & Communication Demands:

• Physical Demands: Sedentary work that may involve sitting for extended periods at a desk or computer; minimal lifting and carrying of documents and light office supplies; frequent use of hands for computer keyboard/mouse; occasional walking within the office; ability to read and analyze data on a computer screen or in printed materials (reasonable accommodations available).

• Mental Demands: Requires strategic thinking, high concentration, quick and informed decision-making, strong attention to detail, problem-solving, multitasking, and stress management in high-pressure situations.

• Communication Demands: Strong interpersonal skills to build relationships and communicate with employees, managers, clients, and vendors; cultural sensitivity; clear written communication for documentation and emails; verbal communication for presentations and training.

• Environmental Conditions: Indoor office environment; occasional moderate noise from copiers, W2 or check printers, or co-workers.

• Disclaimer: This job description does not state or imply the only duties to be performed. Employees are required to follow other job-related instructions and perform other duties requested by management. Management may add, revise, or delete information. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform essential functions. This document does not create an employment contract, implied or otherwise, other than an at-will employment relationship.

• Benefits:

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

• Retirement Plan: 401(k) with company match.

• Paid Time Off: PTO, holidays, parental leave, and sick leave provided as required by applicable state law.

• Other Benefits: Life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

 

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