Director Client Services

Description

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.  

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. 

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.  

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!   

This is a 100% in-office role based in either Rochester, NY, Schaumburg, IL, Merdian, ID, or Lake Mary, FL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. 

Position Overview

The Director, Client Services will provide high level leadership for the service delivery of our payroll, HR and time and attendance solutions for our service center. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.  The Director, Client Services will share leadership responsibilities for our client center with other directors and be accountable for 5-8 client teams (with 4-6 managers and 2-4 team leads per team) and over 150 employees in total. 

Paylocity has grown revenue by more than 25% each year over the past 3 years and plans to continue this growth rate. Therefore, we are looking for a leader who can create scalability for our service delivery model, is agile, able to strategically implement process improvements and change strategies, identify expansion opportunities, and maintain client satisfaction and loyalty through a growth mode. This position will be measured by retention, profitability, and customer satisfaction.   

Primary Responsibilities  

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• The Director is charged with achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met. 
• Determines service organizational structure and development needs for their client segments. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career – path development for our evolving business needs. 
• Provide necessary leadership to enhance and improve client relationships through a high-performing team of service personnel who are charged with “owning the relationships” of our clients. Manage cross-functional team support and      develop strong business relationships throughout the organization. 
• Work within and recommend new performance metrics, definition, and process to measure key performance indicators. Ability to set the vision and culture for continuous process and quality improvement within the service center. Reports on metrics and action plans to entire team and senior management. 
• Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.  
• Drive an atmosphere of accountability that delegates work items, partners with other areas of the business and liaisons with action owners to ensure successful and timely completion of projects.   
• The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.  
• Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.       
• Make recommendations and contribute to the design and implementation of new product functionality and additional service offerings.  
• Lead, coach, motivate, and develop management staff.  Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.  
• Communicates  to their client services teams to ensure employee understanding and engagement.  Presents, along with management team, new policies, and initiatives to team.  
• Improve client loyalty as measured through NPS surveys and client retention.       
• Prepares  and reports on location’s annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.  
• Ability to travel to remote service centers up to 25% of their time. 
• This role is a hybrid working model and consists of weekly in-office requirements. 

Education and Experience 

• Bachelor’s degree required.  
• 7-10 years senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment).  
• Proven leadership competencies running service centers, call centers, or other  similar client experience operation.  
• Proven  experience leading through significant growth.  
• Experience  driving cross-functional process improvement initiatives.  
• Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process. 
• Broad and deep knowledge of Payroll/HRIS/Time and Attendance.  
• Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.       
• Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients. 
• Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.  
• Demonstrated success as a strong and influential negotiator.  
• Demonstrated ability implementing scalable business processes during periods of high growth.  
• Proven ability to drive decisions and actions among diverse groups to achieve goals.  
• Excellent verbal/written communication skills.  
• Highly  complex problem-solving ability.  
• Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction and retention. 
• Experience leading teams in a Contact Center environment.

Paylocity is an equal-opportunity employer.  Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.   

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.  

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

The pay range for this position is $116,100 - $215,700 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience.  This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.