Hartland, WI

Description

Reporting to the Director of Operations, this role is responsible for providing management & oversight to the HCM Client Services Team.

The Operations Manager of HCM Client Services will support the HCM Client Services Representatives (CSRs) with day-to-day activities that revolve around problem solving, guidance to best practices, mentoring, enforcing proper procedures and participating in client engagements as needed. It is the responsibility of the Operations Manager of HCM Client Services to be aware of and report any clients at risk and potential issues identified that could negatively impact the client or B2E Solutions.

Role and Responsibilities:

• Provide & maintain instruction to CSR Team on internal team processes & policies
• Utilize CRM to monitor client issues, response times, SLA levels, workload balancing, etc.
• Support CSR Team with product questions and troubleshooting
• Streamline and improve team processes
• Facilitate regular team meetings
• Facilitate regular one-on-one meetings with team members
• Provide and/or coordinate mentoring/training to new and existing CSR Team members
• Monitor, measure, and own the overall satisfaction of our clients
• Act as escalation point for client issues or concerns, providing timely and satisfactory resolution
• Coordinate internal client services projects and determine the best utilization of resources to increase client satisfaction
• Follow & enforce our internal controls to meet SSAE 16 audit requirements
• Collaborate with other team managers on interdepartmental solutions, projects, processes, etc.

Requirements

• Minimum 3 years of client services management experience
• Minimum 5 years of HR experience
• Minimum 3 years of HCM experience
• Minimum 5 years client service experience
• PHR preferred
• Excellent technical skills, including proficiency in Office365 Suite
• Ability to multi-task & meet deadlines
• Ability to work in a team environment as well as individually
• Enjoy working in a fast-paced environment