Job Description – Operations Manager

Position Summary

The Operations Manager plays a pivotal role in overseeing the daily operations of a small but growing payroll and HR services company. This position ensures that administrative, payroll, HR, and client support functions run efficiently and align with company goals. The Operations Manager partners closely with leadership to improve processes, oversee staff performance, ensure compliance, and deliver a consistent and high-quality client experience.

Key Responsibilities

·         Oversee daily operational functions across payroll, HR services, client support, and tax administration.

·         Manage scheduling, workload allocation, and accountability of team members across functions.

·         Develop, implement, and refine standard operating procedures (SOPs) to ensure consistent service delivery.

·         Monitor client onboarding and support processes to ensure deadlines, accuracy, and service quality.

·         Collaborate with leadership on process improvement initiatives, technology upgrades, and system optimization.

·         Track and report on operational performance metrics, including client satisfaction, response times, and project completion.

·         Support compliance efforts by ensuring proper handling of sensitive payroll/HR data and adherence to regulatory requirements.

·         Assist in recruiting, onboarding, and training new team members within the operations team.

·         Serve as a point of escalation for operational issues affecting client relationships.

·         Prepare reports and updates for leadership regarding departmental progress, challenges, and opportunities.

Qualifications

·         Bachelor’s degree in Business Administration, Operations, Human Resources, or related field (preferred).

·         5 years of experience in operations management, preferably in payroll, HR services, or related professional services.

·         Strong leadership skills with proven ability to manage cross-functional teams.

·         Familiarity with payroll/HRIS systems (e.g., UKG Ready, ADP, Paychex, Paylocity).

·         Excellent problem-solving and decision-making skills.

·         Strong organizational skills and ability to prioritize multiple projects.

·         Excellent written and verbal communication skills.

·         Ability to thrive in a fast-paced, small business environment.

Key Performance Indicators (KPIs)

·         Operational Efficiency: % of client implementations and support cases completed on time.

·         Accuracy: Reduction in errors for payroll, HR, and tax processes.

·         Client Satisfaction: CSAT and post-engagement survey scores.

·         Team Productivity: Tickets, projects, and tasks completed per FTE.

·         Process Improvement: Number of SOPs/processes streamlined or automated.

·         Compliance: Zero missed deadlines for filings, compliance reporting, and regulatory requirements.