Lead Client Services Ops - Elevate Solutions Team

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 delivering 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. 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. Career development is also a priority; we provide training and advancement opportunities. In‑Office: This is a 100% in‑office role based at our 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. This Lead Client Services Ops role will support the Elevate Solutions Team. Position Overview The Team Lead provides operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. Responsibilities include monitoring team performance, providing ongoing learning opportunities, working directly with clients on escalated issues, identifying and facilitating process improvements, and coordinating work across the team. Client Service Expectations Dependability / Follow Up: Timely responsiveness and proactive follow‑up Problem Solve: Troubleshoot and leverage knowledge, resources, qualitative and quantitative information Communication: Provide professional and appropriate internal/external communication and progress updates to all stakeholders Guidance: Advise clients on HR and payroll best practices, organizational change management and product fit Implement and Optimize Products: Ability to implement ancillary products and optimize primary HCM setup Influence: Influence outcomes with primary decision makers, negotiate contracts and provide insights into HR industry best practices Team Lead Responsibilities Metrics, Reporting and Analysis: Leverage metrics to identify trends, monitor team effectiveness, and advocate for necessary metrics and reporting. Develop tracking for new metrics and use them to create a culture of continual improvement. Performance Management: Build knowledge through real‑time teaching, one‑on‑one discussions, team meetings and the performance management process. Provide coaching, training, and mentoring to Account Managers. Client Focus: Proactively monitor client interactions, intervene when needed, act as first‑level escalation, and resolve issues with C‑suite decision makers. Operational Tools & Processes: Plan, lead and execute cross‑team work focused on increasing operational effectiveness. Represent the Service Center in key initiatives across Operations. Workload Coordination & Assessment: Schedule, monitor and adjust workload across the team to meet priorities, availability and responsiveness goals. Coordinate cross‑team communication and resources for maximum effectiveness. Required Bachelor’s Degree required 2 years of payroll, finance, or spend management with client services or support experience Successful experience in escalations and at‑risk client retention efforts Project Management experience Proficient in SQL, MS Access or Excel Operations experience Preferred 1+ years of supervisory experience HRIS experience Experience leading training initiatives Experience using reporting and metrics as a key part of the job Minimum 3 years of experience in payroll, benefits, HR administration, and/or finance/spend management Ability to present HR data effectively Physical Requirements Ability to sit for extended periods (7‑8 hours per day) Use of computer and phone systems: Operate a computer, phone systems, multiple software programs and type concurrently EEO Statement 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. Please do not send resumes to this email address, as they will be removed. Pay Range The pay range for this position is $53,600 - $85,100 per year; 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. Applicants should apply via www.paylocity.com/careers . #J-18808-Ljbffr