iSolved HCM Payroll Manager

• Drive client retention and loyalty by ensuring their pod is working effectively, strategically engaging with clients, and monitoring key client success metrics.
• Drive continuous improvement across the team, approach management from a bigger picture perspective to identify improvement areas.
• Monitor overall team success metrics (ticket closure, CSAT, SLA Pass Rate, phone metrics, etc.) and identify improvement projects (e.g. individual performance coaching, team training on certain ticket type).
• Ensure client readiness for key HCM milestones especially around quarter end and year end processes.
• Find opportunities to promote product adoption and client engagement through daily interactions partnering with the Client Relations team.
• Monitor client health and contract statuses in partnership with the Client Relations team.
• Act as escalation point for clients by utilizing problem solving and de-escalation techniques to improve client experience.
• Conduct root-cause analysis to prevent recurring issues.
• Assist in onboarding new hires.
• Performance manage team members to ensure team is meeting expectations.
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.

• Build, maintain and promote relationships with team members and clients ensuring effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by manager.

• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks and simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision‐making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Must be able to give feedback to other on performance concerns.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
• Strong verbal and written communication skills with the ability to collaborate effectively across teams and interact professionally with employees at all levels.
• Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appropriate courses of action.

• High school diploma or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• iSolved experience required for this position.
• 1 year in client support or customer service role.
• 1 year of experience leading a team.

• Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

• Strategic Thinking: High level of concentration required to develop and implement strategies.
• Decision Making: Ability to make quick, informed decisions.
• Attention to Detail: High level of accuracy needed for managing presentations, reports and communications.
• Problem-Solving: Continuous need to identify and resolve issues that may impact performance.
• Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines.
• Stress Management: Ability to handle high-pressure situations calmly and effectively, especially when dealing with client concerns.

• Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Written Communication: Prepare clear and concise documentation, including emails and notes.
• Verbal Communication: Conduct presentations and employee training sessions; provide clear instructions and support to clients, employees and managers.

This position is eligible for the following 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.