Sr. Client Services Manager, Payroll at Namely

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Our platform is disrupting the industry in how organizations view the HR function. You will join our expanding Client Operations team and will be integral in delivering a client experience that will drive our business forward. You’ll be an important part of creating a great client experience for our Managed Payroll clients. 

As the Sr. Client Services Manager of our Managed Payroll team, you will lead a team of individual contributors and a people manager responsible for supporting Namely’s high touch clients and providing an exceptional client experience. Managed Payroll is a proven Namely service offering designed to reduce clients’ workloads, keep them compliant, and provide time savings. Learn more about the offering here

Overview

  • Lead a team of Payroll Consultants and Payroll Specialists who are responsible for:
    • Accurate payroll auditing
    • Proactive quarter-end and year-end task and review management
    • Consultation on payroll industry & the Namely payroll product
    • Handling issue mitigation and de-escalation 
  • Drive efficiency across the Managed Payroll team by ensuring timely and accurate payroll processing cycles and providing resolutions for payroll administrative tasks and compliance issues.
  • Develop strategy to drive client retention and experience as we elevate the service offering 
  • Collaborate with leaders across Payroll Operations, Client Operations, and Product and serve as a payroll subject matter expert to advise on compliance updates and best practices.

Responsibilities 

  • Lead teams handling end-to-end payroll processing for clients ensuring workload balance and tool utilization to efficiently complete tasks
  • Accountable for the strategy and vision of our Managed Payroll function 
  • Monitor overall team success metrics by: 
    • Reviewing team rates of ticket closure, customer satisfaction (CSAT), Service Level Agreement (SLA) Pass Rate, and quality assurance (QA) 
    • Identifying improvement projects (e.g. individual performance coaching, team training on certain ticket types)
    • Develop and expand the skill set of people leaders and individual contributors by: 
      • Meeting with their consultants via 1x1s on a consistent basis
      • Leveraging these meetings to develop career plans/trajectories for their consultants
      • Ensuring consultants are constantly leveraging their resources to become more cross functional  
  • Present team performance weekly to senior leadership and identify trends, areas of opportunity, and action plans 
  • Partner with key stakeholders to create and execute team strategy 
  • Lead cross functional initiatives aligned to the department and company goals 
  • Create internal processes and implement across the teams 
  • Align strategic actions to business goal critical to client retention and effectively communicate potential roadblocks

Requirements

  • 5+ years of experience in HR, payroll and/or benefits service delivery, specifically in an environment that includes complex issue resolution, service recovery and escalation management
  • 3-5 years of direct management experience in a service delivery capacity
  • Strong leadership skills with experience leading client-facing service delivery teams and track record of cultivating teams who provide the highest level of service with uncompromising integrity
  • A demonstrated passion for making clients successful while empowering teams to achieve desired outcomes independently
  • Strong communication and interpersonal skills, including proven ability to manage sensitive conversations in high-stakes situations
  • Business acumen, including resource management, business planning, and complex problem-solving skills
  • Demonstrated ability to successfully build strong relationships with client executives and design service delivery practices to drive business results
  • Ability to successfully project manage initiatives from inception through launch by determining strategy, creating project plans, and ensuring execution
  • Background in driving efficiencies and building process
  • BS/BA Degree

Success Metrics

  • Pay Accuracy Percentage
  • Team Case Closure/Productivity
  • Team SLA Pass Rate
  • Team TSS Average
  • eNPS
  • NPS
  • Client Retention

This position has a salary range of $110,000 - $125,000 per annum with an incentive plan based on the achievement of individual and/or organizational performance metrics. Namely offers employees medical, dental, and vision insurance, a 401(k) plan with company match, equity, flexible spending accounts, $50,000 basic life and AD&D, free telehealthcare, paid vacation, holidays and sick leave, employee stock purchase plan, paid family leave, and many other available benefits. This information is provided per the Colorado Equal Pay for Equal Work Act. Base pay information is based on the market location.

Namely Company Culture Highlights

  • Winner of Comparably's Award for Best Places to Work in New York 2021
  • Winner of Comparably's Award for Best Leadership Teams 2021
  • Winner of Comparably's Award for Best CEOs for Diversity 2021

Check us out on Comparably: https://www.comparably.com/companies/namely

About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.

We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely.  Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely.  Namely will have access only to anonymized data submitted through these surveys.

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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics

Location

We're in the heart of the Financial District, just steps away from the major transportation hubs of Fulton Center and The Oculus.

An Insider's view of Namely

What are some social events your company does?

The start-up tech culture at Namely was one of the reasons that initially attracted me to the company and to pursue the opportunity! There are so many social events throughout the year - monthly Team and Company All Hands, team outings and dinners, donations and drives, an annual Holiday Party, sports leagues, and more!

Paige

Manager, Talent Acquisition

What kinds of technical challenges do you and your team face?

Our job is to provide automation and peace of mind so that our clients can focus on what they do best, growing their business. The biggest technical challenge we face on a daily basis is translating technical jargon to a more digestible, layman English. Namely provides all of the tools to help clients understand the complex, technical side of HR.

Kei

EDI Senior Consultant

How has your career grown since starting at the company?

Since joining Namely, I've had great managers who helped me identify my career goals & a path to reach each milestone. After starting in an entry-level Implementation role, I've been promoted to Brokerage Management, with the opportunity to create new teams. I continue to learn & develop skills crucial to my professional advancement.

Taryn

Brokerage Operations Manager

What’s the vibe like in the office?

Work hard play hard! We don't work here because it’s easy, we work here because we want to solve challenging problems and make a difference both within Namely and to our clients. The people here are always willing to go above and beyond for their teammates and take a moment to recognize a job well done.

Rhiannon

Product Manager

What are Namely Perks + Benefits

Namely Benefits Overview

• Medical
• Dental
• Vision
• Basic Life Insurance
• Voluntary Additional Life Insurance
• Short Term Disability
• Long Term Disability
• Commuter Benefits (Transit / Parking)
• Flexible Spending Account
• Health Savings Account
• TeleHealth
• Employee Assistance Program
• Travel Assistance Program
• Identity Theft
• Health Advocate
• Mindfulness App

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSA plan allows you to set aside a money on a pre-tax basis (up to $2,650) for qualified Medical expenses.
Disability Insurance
We provide both long-term (60% of monthly salary) and short-term (50% of weekly salary) disability insurance by Guardian.
Dental Benefits
We offer Dental PPO through Guardian with 100% of preventative care covered for in-network and out-of-network.
Vision Benefits
Our vision plan through Guardian includes examinations at $10 copay, lenses/frames at $25 copay and $130 allowance for contact lenses within in-network.
Health Insurance Benefits
We provide Cigna health care plans for PPO, PPO Buy-up, and HSA. All preventative care is covered and have an employer contribution of $350 ($700 family) for the HSA plan.
Life Insurance
We offer basic life and AD&D insurance for beneficiaries at 1x an employee's annual salary for the duration of employment.
Pet Insurance
We partner with Nationwide to offer pet insurance that is covered by the employee.
Wellness Programs
We have an Employee Assistance Program, eMindful for virtual mindfulness sessions, Compass for professional health services, HealthiestYou for free app consultations, among Namely Life initiatives.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
We offer company equity to all full-time positions over a four-year vesting period.
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid leave for full-time employees of a year, and 9 weeks paid leave for full-time employees of 6 months.
Flexible Work Schedule
We're flexible and want you to work in the best way you know how—be it sitting or standing, 9 to 5 or burning the midnight oil. We’re here to do great things, and we want you to jump right in.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Our vacation policy is flexible
Paid Volunteer Time
We encourage employees to give back with paid volunteer time through our company-organized volunteer activities.
Paid Holidays
We offer all employees paid time off to observe all major holidays within our calendar year.
Paid Sick Days
Paid sick days are unlimited granted approval from the employee's manager.
Perks & Discounts
Beer on Tap
We have beer on tap from local brews at all time.
Casual Dress
We want you to feel comfortable and your best self when you come to Namely. Wear anything appropriate but be sure to look your best and professional for clients.
Commuter Benefits
We provide pre-tax commuter benefits for all full-time employees to pay for mass transit expenses, such as metro, train, bus and carpooling/ridesharing.
Company Outings
We have company-wide annual holiday parties, summer events for all full-time employees, among other team-specific outings.
Game Room
We have a dedicated game/arcade room with ping pong, foos ball, skee ball, air hockey, video games, piano/guitar, karaoke and more, for all employees to use whenever they need a break!
Stocked Kitchen
We have a full stocked kitchen with unlimited snacks, fruits, coffee, tea, and La Croix. We also take ongoing requests through our kitchen bulletin board!
Parking
We offer the ability to pay for parking with pre-tax contributions.
Recreational Clubs
Our Namely Life initiatives include many clubs for sports, book clubs, activities and more!
Fitness Subsidies
We partner with PeerFit to provide employees credits on a monthly basis to classes at major gyms/studios in the area.
Professional Development Benefits
Job Training & Conferences
We offer a $1,000 stipend for professional development opportunities of your choosing.
Diversity Program
Our diversity and inclusion committee, DiveIN is driven to foster a culture where ideas and experiences are enriched by our differences through ERGs, cultural events, and unconscious bias training.

Additional Perks + Benefits

As one of our company values (Namely Cares), social responsibility is important to us and we encourage employees to actively take part in our Namely Cares initiatives, company-sponsored volunteer activities as well as opportunities to enroll in payroll deductions through BrightFunds.

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