• About Us: PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire" lifecycle of HR services. PrismHR provides additional resources beyond technology and support: the PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities designed to help customers grow their business.
• Position Summary: Payroll Manager, HCM — responsible for ensuring a team of specialists successfully supports clients and achieves their career goals.
• Essential Duties & Responsibilities:
• Drive client retention and loyalty by ensuring the pod works effectively, strategically engaging with clients, and monitoring key client success metrics.
• Drive continuous improvement across the team and identify improvement areas from a big-picture perspective.
• Monitor team success metrics (ticket closure, CSAT, SLA pass rate, phone metrics) and identify improvement projects (e.g., individual coaching, team training on specific ticket types).
• Ensure client readiness for key HCM milestones, especially around quarter-end and year-end processes.
• Promote product adoption and client engagement through daily interactions and partnership with the Client Relations team.
• Monitor client health and contract statuses with the Client Relations team.
• Act as an escalation point for clients using problem-solving and de-escalation techniques.
• Conduct root-cause analysis to prevent recurring issues.
• Assist in onboarding new hires and performance-manage team members to meet expectations.
• Regular attendance at assigned corporate office locations is essential; for team members located in or near Chandler, AZ or Duluth, GA this is an in-office position.
• Marginal Functions:
• Build, maintain, and promote relationships with team members and clients for effective coordination.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay current on company and departmental best practices.
• Complete projects and other duties as assigned by manager.
• Knowledge, Skills & Abilities:
• In-depth knowledge of customer service best practices for consistent, high-quality support.
• Ability to manage multiple tasks simultaneously with high accuracy and attention to detail.
• Advanced problem-solving and analytical skills focused on efficient, accurate issue resolution.
• Highly adaptable in fast-paced environments and responsive to shifting priorities.
• Sound decision-making abilities when evaluating complex information.
• Maintain professionalism and composure with a variety of personalities and situations.
• Flexible, team-oriented self-starter who thrives in a startup-like environment.
• Strong escalation management and creative problem-solving skills.
• Coachable and open to feedback; willing to share process improvement insights.
• Able to give performance feedback to others.
• Experience with Microsoft Office (Outlook, Teams, Excel, PowerPoint) and ability to learn other applications.
• Effective time management, accurate record-keeping, and compliance with payroll schedules and requirements.
• Strong verbal and written communication skills for cross-team collaboration and professional interaction at all levels.
• Analytical thinking to troubleshoot payroll issues, interpret data, and determine solutions quickly and confidently.
• Good judgment in evaluating situations and identifying appropriate actions.
• Required Education & Experience:
• High school diploma or related experience required; equivalent combinations of experience, skills, or education (including relevant non-traditional degree programs or job training) preferred.
• Minimum 1 year in a client support or customer service role.
• Minimum 1 year of experience leading a team.
• Physical, Mental & Communication Demands:
• Physical: Sedentary work with occasional extended sitting; frequent manual dexterity for keyboard/mouse; occasional walking in office; visual acuity for reading screens and printed materials; minimal lifting of light office supplies.
• Mental: Strategic thinking, quick decision-making, strong attention to detail, problem-solving, multitasking under deadlines, and stress management in high-pressure client situations.
• Communication: Strong interpersonal skills, cultural sensitivity, clear written communication (emails and documentation), and verbal communication for presentations and training.
• 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 as required by 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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