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About the role
Key responsibilities & impact- Lead and manage cross-functional service teams to ensure high-quality client support
- Develop and maintain a systematic client touch point strategy
- Monitor satisfaction indicators via surveys, proactive calls, and service observations
- Define and reinforce escalation processes to ensure client issues are handled appropriately
- Identify at-risk clients and establish plans to address their needs
- Monitor productivity of support team and generate activity and status reports
- Engage in analysis and recommendations based on client analytics
- Develop and implement strategies to enhance team collaboration and performance across different functions
- Facilitate effective communication and collaboration among team members
- Coach team members to find their own solutions rather than providing direct answers
- Provide guidance and support to team members, helping them develop their skills and achieve their career goals
- Monitor team performance and provide regular feedback to ensure continuous improvement
- Support process and audit efforts to ensure integrity and accountability
- Identify and address any issues or conflicts within the team
- Engage in difficult conversations and manage conflicts to drive productive collaboration and team cohesion
- Collaborate with other managers and stakeholders to align team goals with organizational objectives
- Regularly stay informed about updates and changes to the product platform
- Confirm that your team is knowledgeable about these updates through periodic knowledge checks
- Stay current with all relevant compliance requirements and regulations
- Drive the integration of these requirements into team processes
- Develop and deliver training programs to enhance team skills and knowledge
- Focus on delivering a positive client experience and ensuring client retention through excellent service and support
- Report to senior management and provide insights and recommendations based on team performance metrics
Requirements
What you’ll need- Bachelor’s Degree in Accounting or other related field is preferred
- Proven experience as a manager overseeing multiple functions
- 5-7 years in operations and client management
- Experience in high-growth payroll operation
- Experience in core insurance business functions
- Experience in technical support environment
- Experience in tax compliance
- Exceptional client focus and leadership skills
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Demonstrable experience in coaching and mentoring team members
- Ability to foster collaboration and resolve conflicts within teams
- Strategic thinking and problem-solving skills
- Effective problem-solving and decision-making skills
- Proficient in Microsoft Office programs and ability to learn other applications
Benefits
Comp & perks- Generous paid time off
- Top-tier medical, dental and vision benefits
- Health & wellness support
- Paid volunteer hours
- Continuous learning programs
- Mentorship opportunities
- Ongoing training
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
client managementoperations managementpayroll operationstax compliancetechnical supportcoachingmentoringstrategic thinkingproblem-solvingdecision-making
Soft Skills
client focusleadershipteam managementcommunicationinterpersonal abilitiescollaborationconflict resolutioncontinuous improvementfeedbacktraining development