Client Experience Manager

Greenlink Human Capital Management has been a trusted provider of human capital solutions for over a decade. We leverage award-winning technology that integrates payroll, HR, benefits, time tracking, talent acquisition, and culture development. Our team is highly experienced and dedicated to putting clients first, which is why we are one of the fastest-growing independent solution providers.

Our Mission

Helping people reach their full potential by delivering exceptional employee experiences.

Our Values

G.S.D. (Get S**t Done) - with purpose.

Own It - Be accountable. Produce accurate and comprehensive results.

Collaborate - Be transparent. Create an environment where we work together towards a common vision.

Embrace Change - Think outside of the box. Be willing to adapt and grow.

Summary

The Client Experience Manager is responsible for overseeing and managing a team to ensure exceptional service delivery to our clients. This position contacts and assists clients in obtaining information for payroll processing and tax related issues; verifies totals, responds to/resolves client questions/concerns and delivers quality customer service. This role involves coordinating day-to-day operations, resolving escalated issues, implementing service strategies, and continuously improving service standards. The ideal candidate will have strong leadership capabilities, a client-focused mindset, and excellent problem-solving skills.

Your duties will include:

• Manage a Service team, upholding exceptional client service expectations
• Effectively create, monitor, and report on the service team's adherence to SLAs and KPIs
• Handle all daily direct deposit returns
• Assist with quarterly taxes (reporting)
• Assist in daily file uploads
• Handle all client escalations to resolve issues fully and completely, finding permanent solutions to client issues as they arise
• Respond to escalated payroll, benefit or other ancillary functions from Service team
• Manages Service teams learning and development initiatives in collaboration with Human Resources, including creating new hire training pathways and quarterly learning and development days
• Assist with Shipping tasks and training, ensuring all service employees are trained to manage shipping tasks
• Ensure payroll deadlines are being met by Service team
• Assist clients with the proper functioning and processing of payroll related items such as general ledger, time, garnishments, accrued time off policies, insurance, workers compensation and 401(k) deductions. Also assists clients with time clocks and reviews the downloaded information for completeness and accuracy; alerts the client to any discrepancies prior to processing where needed
• Assist with client user changes as authorized by the client, i.e. new employee system access, reports on demand, changing bank account information, etc. where needed
• Assist in escalated tax issues with service / tax where needed
• Manage quarterly Client Net Promoter Survey initiative, including creating surveys, sending to clients, disseminating survey results and focusing on process improvement based upon outcomes
• Assist in creating all client communications, including sending out daily isolved release notes, monthly, and quarterly client newsletters
• Assist with garnishments tasks and training, ensuring all service employees are trained to manage garnishments
• Uphold the Company's mission, vision and values
• Performs other duties or special projects as assigned

Office Suite Software:

• Microsoft Suite (Outlook, Teams, Word, Excel, etc)
• Zoho Desk
• Various isolved Platforms
• RingCentral

Education/Experience:

• 3+ years leadership experience
• High School Diploma
• Previous experience in an office setting
• Strong Client service skills, with a pro-active approach
• Knowledge of general payroll principles, including payroll processing
• isolved experience a plus
• Strong analytical and problem-solving skills
• Excellent verbal and writing communication skills
• Able to work in a fast-paced environment
• Ability to delegate
• Be able to lead with integrity
• Strong team player - able to jump in where needed
• Open to change, and adherence to established processes

Benefits:

• 401 (k) with match
• Health, dental and vision
• FSA
• HSA
• Legal Shield
• ID Shield
• Flexible PTO
• ZayZoon - Earned pay on demand
• EAP
• Paid Parental Leave
• Flexible work schedule after completion of 90-day training

We embrace diversity

Greenlink Human Capital Management is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We foster the same inclusion both within our company and our stakeholders and partners.

If you have a growth mindset, aren't afraid to challenge the status quo, and possess an entrepreneurial spirit, please submit your resume.

Current Openings for Client Experience Manager Jobs at Greenlink HCM Recruiting