Manager of Implementation Services (Perry, NY)

Position Summary

This position is responsible for managing the Implementation Services department. 

Our Implementation team truly put the “welcome” in “Welcome to Payroll Country”. When a new client joins Complete Payroll, our award-winning implementation team works closely with them to ensure that their on-boarding process goes smoothly. An efficient, seamless transition is crucial to customer satisfaction, which is at the heart of every action we take in Payroll Country. Our Implementation Manager will share our commitment to providing a second-to-none experience for every client. 

Reports to: Director of Client Services

Office: Perry, NY

Who You Are

The Manager of Implementation Services will be responsible for managing/ leading the team and assist with hiring and disciplinary actions. He/ She will ensure that Complete Payroll clients are satisfied after every interaction within the department,. help client retention efforts through outstanding customer service, and provide suggestions on process improvements and new ways to help keep our clients’ experience a positive one.

What will you do:

Essential Functions:

• Responsible for the leadership and management of the operations of the Implementation Services department
• Responsible for the day-to-day questions and issues that arise in the Implementation Services department.
• Managing workloads of the department through metrics.
• Ensuring client satisfaction.
• Identifying and coordinating training efforts pertaining to the Implementation Services department.
• Acting as liaison regarding transitions.
• Using effective problem-solving skills to troubleshoot and resolve issues.
• Lead/manage complex Payroll, HR, and timekeeping implementations.
• Assuring high quality delivery standards are met by the team
• Assisting the transition of new accounts as well as existing client support.
• Overseeing projects for the department as needed.
• Identifying opportunities for efficiencies and drive change where necessary
• Maintaining confidentiality of sensitive and confidential information.
• Participating in a wide-range of company projects and events.

Minimum Qualifications

• Bachelor degree in Business administration or related field
• Minimum of 2 years of management level experience is required, 5 plus years is preferred.
• Payroll Knowledge, Software Application configuration and Project Management experience required
• Strong analytical skills
• Self starter with excellent interpersonal and communication skills
• Strong leadership capabilities.
• Excellent computer skills including all MS Office applications (Word, Excel, Power Point) and Google suite required.
• Must be numbers oriented and be creative with project work.
• Must be efficient with strong attention to detail.
• Must have strong customer support orientation (for internal/external clients)
• Demonstrated professional demeanor, and the ability to maintain confidential information.
• Must have strong skills in organization and planning, demonstrated ability to work independently and exercise sound judgment.

Who We Are

Complete Payroll is a fast-growing, family-owned and operated business that has been providing payroll, timekeeping, and HRIS solutions to local businesses (across 49 states) primarily in WNY for over 27 years. We pride ourselves on the fact that we have 3 times as many employees on the service end than the sales end. We are focused on ensuring that our clients know who is handling their payroll, and feel confident that they can get answers when they need them. We know that not every solution that we provide to our clients should be the same, so we focus on only providing the services that they need.