Manager, Payroll Services Support

Manager, Payroll Services Support**General Information**Ref #:20220024088Travel Amount Required:NoneJob Type:Regular-Full TimeLocation:USA
– USA
– RemoteJob Level:Management
– M3**Description & Qualifications**DescriptionThe UKG Payroll Services (formerly Kronos Payroll Services) Support team delivers comprehensive, high-quality support for our UKG Payroll Services (UKGPS) clients.

The Manager will lead team members in providing exceptional customer support and resolution in a fast-paced, high-volume environment.

This position will also manage the dynamics of daily operations by driving enhancements within the team and aligning resources to ensure customer satisfaction and retention. Manage a highly engaged team of individuals tasked with providing front-line support for our UKG Payroll Services customers on both the UKG Ready and Dimensions HCM platforms. Ensure current and future customer satisfaction by instilling confidence in UKG’s Payment Services organization as well as UKG Payroll Services. Guide daily operations for the UKGPS Support Team including analyzing metrics, staffing shifts for proper client support coverage, monitoring case volume and cases in queue and backlogs. Coach for peak performance, holding the team accountable to established case handling metrics.

Measure productivity by monitoring work in progress, as well as demonstrating competency in time management. Work with employees to understand obstacles and barriers and identify ways to minimize those barriers and obtain tools for successful job performance. Oversee and facilitate satisfactory resolution to customers’ service issues by identifying case escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Partner with UKGPS department leaders and Global Support cross-functionally to escalate urgent issues and follow through to resolution. Identify areas for process improvement and operational efficiency.

Offer and implement creative solutions within UKGPS Support.

Collaborate and partner effectively with other UKG departments, especially teams within Pro Payment Services Support and Payroll Services to include Tax, Processing, Treasury and Print Production. Support Payroll Services strategic initiatives and rollout of new product offerings.

Plan for team’s alignment and contribution to overall objectives of UKGPS organization.QualificationsIn this position, the Manager is primarily responsible for a team of Payroll Services Support Reps, who support client cases, configuration change requests and processes specific to the services delivered by UKGPS.

This includes assisting the client with maintenance within the payroll module of the application, as well as support for tax, period-end processing and delivery issues and questions reported by clients.

The team is also responsible for proactive client outreach on items originating from our Payroll Services team that require client action, such as funding or data integrity issues.This person should have domain knowledge in Payroll and Payroll Taxes.

Ideal candidates will have: 2+ years of experience coaching, developing, and managing an enterprise services / application support team of at least 8 employees Excellent customer focus, interpersonal, motivational and leadership skills, including the ability to manage customer relationships and escalations successfully Effective time management; exceptional organizational skills with high attention to detail and the ability to multitask and prioritize projects with the right level of precision Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm Ability to collaborate effectively with individuals at all organizational levels Payroll/Payroll Tax domain experience working in a payroll service bureau preferred Bachelor’s Degree preferredCompany OverviewHere at UKG, Our Purpose Is People.

UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures.

Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work.

We strive to create a culture of belonging and an employee experience that empowers our people.

UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture.

Ready to be inspired?

Learn more at **www.ukg.com/careers**EEO Statement**Equal Opportunity Employer**Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.

All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.ViewThe EEO is the Law poster (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its **supplement** .View thePay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)UKG participates in E-Verify.

View the E-Verify postershere (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .Colorado Pay LawIf you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.

Please send an email to **UKGcareers@ukg.com****Disability Accommodation**For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.