Supervisor, Customer Engagement Operations - SurePayroll - Paychex

Supervise, monitor, and direct all activities, workflow and transactional management of client implementation team. Ensures successful on-boarding of new clients to Paychex' products. Partners with and provides support to sales team by supervising the on-boarding and transition process from sales to operations.

• Supervises employees in all aspects of new client on-boarding including establishing, maintaining and enforcing that productivity, timeline and quality standards are met.
• Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Communicates expectations to the team members and reviews processes on an ongoing basis to ensure team is meeting operational priorities.
• Develops and maintains relationships with sales, payroll operations, HR Solutions, IT, Accounting partners, and other Paychex service organizations to ensure optimal service to clients with minimal breakdowns between internal Paychex teams.
• Collaborates with Senior Implementation Coordinator to ensure a smooth on-boarding experience for all clients.
• Assists in the establishment of policies and implements all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service.
• Maintains compliance with state, federal and local laws, as well as standards set forth within Paychex to ensure product and team integrity.
• Researches and proposes enhancements to existing products’ operational processes to create efficiencies and maintain service levels.
• Assists Implementation Manager in identifying and reviewing business processes to ensure accuracy, efficiency in productivity measures. Ensures adherence to internal and external client service level standards. Recommends changes necessary to maintain a competitive advantage.
• Reviews escalated issues and client concerns and makes decisions to ensure proper resolution.
• Assists Implementation Manager to achieve budget targets through labor and administrative expense controls.
• Achieves new client satisfaction goals and positively impacts client retention in order to meet overall company strategy.