Sr Manager, PEO Client Advocates

Overview

Leads the PEO Client Advocate team to deliver superior results for PEO clients as measured by client retention, net promoter score (NPS), and other measures. Identifies areas of improvement and provides direction, guidance, support, and development to the PEO Client Advocate Team related to productivity, employee engagement, and development) and implements solutions. Works with and influences all business partners to deliver an excellent, integrated client experience. Implement initiatives based on the overall PEO strategy.

Responsibilities

• Manages the teams who own the client relationships in the Small (10-99) and Mid-size client (100-199) segments. Manages the team who will grow the revenue per client and be accountable for these metrics. Manages the team who will grow the revenue per client and be accountable for these metrics.
• Reviews VOC results, client losses, and complaints, and recommends corrective action to maintain satisfactory net promoter scores.
• Achieves financial goals, prepares the operating budget for the cost center(s), and analyzes interdepartmental reports as they relate to the cost center(s). Monitors results toward the plan and implements changes where appropriate.
• Develops and implements policies and procedures designed to promote service philosophy and improve productivity of all areas of PEO to ensure quality products and services are provided to all clients.
• Recruits, selects, hires and evaluates performance of personnel including expanding the functional personnel within the client advocate team as needed to ensure all department and client needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Remotely develops and manages the PEO service employees located in other locations to ensure quality service.
• May include participation in the diligence efforts of any targeted PEO acquisitions and manages any operational integrations that should occur.
• Ensures that operations of PEO are in accordance with company policy and procedures. Recommends operational changes in response to changing conditions.
• Reviews compliance activities through individual meetings and status reports to determine both progress in developing consistent and measurable processes and procedures as well as the impact and risk involved with specific open compliance issues. Provides direction in the resolution of compliance issues.
• Evaluates facts and laws surrounding client concerns and complaints that threaten or could lead to litigation, in an effort to identify and minimize risk to the Company.
• Reviews all contractual and associated documentation to evaluate existing and potential business relationships (Client and Vendors) and to augment the appeal of the PEO product line.
• Ensures that an environment of cooperation, communication, and support exists between PEO operations, service, sales and other areas of the company that support the PEO product and service.
• Other duties as assigned to support the general purpose of the positions function.

Qualifications

• Bachelor's Degree in Business, Administration, Finance, or Accounting - Preferred
• 5 years of experience in Management experience.
• Previous management experience in a business to business customer service environment or high growth business operations setting, Experience managing a profit and loss unit, Process design and improvement experience, Project implementation experience.
• 10+ years of experience in Service business to business environment.

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $110,000-$174,200/salary. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package

Responsibilities

• Manages the teams who own the client relationships in the Small (10-99) and Mid-size client (100-199) segments. Manages the team who will grow the revenue per client and be accountable for these metrics. Manages the team who will grow the revenue per client and be accountable for these metrics.
• Reviews VOC results, client losses, and complaints, and recommends corrective action to maintain satisfactory net promoter scores.
• Achieves financial goals, prepares the operating budget for the cost center(s), and analyzes interdepartmental reports as they relate to the cost center(s). Monitors results toward the plan and implements changes where appropriate.
• Develops and implements policies and procedures designed to promote service philosophy and improve productivity of all areas of PEO to ensure quality products and services are provided to all clients.
• Recruits, selects, hires and evaluates performance of personnel including expanding the functional personnel within the client advocate team as needed to ensure all department and client needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Remotely develops and manages the PEO service employees located in other locations to ensure quality service.
• May include participation in the diligence efforts of any targeted PEO acquisitions and manages any operational integrations that should occur.
• Ensures that operations of PEO are in accordance with company policy and procedures. Recommends operational changes in response to changing conditions.
• Reviews compliance activities through individual meetings and status reports to determine both progress in developing consistent and measurable processes and procedures as well as the impact and risk involved with specific open compliance issues. Provides direction in the resolution of compliance issues.
• Evaluates facts and laws surrounding client concerns and complaints that threaten or could lead to litigation, in an effort to identify and minimize risk to the Company.
• Reviews all contractual and associated documentation to evaluate existing and potential business relationships (Client and Vendors) and to augment the appeal of the PEO product line.
• Ensures that an environment of cooperation, communication, and support exists between PEO operations, service, sales and other areas of the company that support the PEO product and service.
• Other duties as assigned to support the general purpose of the positions function.

Qualifications

• Bachelor's Degree in Business, Administration, Finance, or Accounting - Preferred
• 5 years of experience in Management experience.
• Previous management experience in a business to business customer service environment or high growth business operations setting, Experience managing a profit and loss unit, Process design and improvement experience, Project implementation experience.
• 10+ years of experience in Service business to business environment.