Manager, Benefits

Position Overview – Manager Role at Paylocity

Position Summary
The Manager will lead a high-performing team across multiple internal departments to ensure a seamless and exceptional client experience. This leadership role focuses on empowering team members through proactive coaching, performance management, and operational guidance, while driving the timely and high-quality delivery of client needs.

This is a hands-on leadership position requiring active participation in all phases of the client lifecycle. The ideal candidate will collaborate with both internal partners and external clients to understand and incorporate the “voice of the customer” and “voice of the employee” into meaningful process improvements. This person must demonstrate a history of effective team leadership, cross-functional collaboration, and cultivating a positive, inclusive workplace culture.

Key Responsibilities

Core responsibilities include, but are not limited to:

• Lead, manage, and oversee daily operations of the assigned team.

• Foster a customer-centric mindset that prioritizes proactive, consultative client engagement.

• Review and optimize workflows to support growth and scalability.

• Track and report on key team and individual performance metrics, instilling accountability at all levels.

• Address escalated client issues with a collaborative, solutions-oriented approach.

• Ensure consistency and accuracy in team procedures and service delivery.

• Provide comprehensive support and guidance to clients throughout the implementation process, ensuring clear expectations and timeline adherence.

• Respond promptly to internal and external stakeholders and proactively resolve issues via Paylocity’s Service Management system.

• Recruit and onboard new team members; develop onboarding programs that accelerate integration and success.

• Promote team morale and engagement through regular one-on-one meetings and recognition efforts.

• Organize team-building events and contribute to planning company-wide conferences when feasible.

• Create and manage ongoing development plans and career paths for employees, fostering continuous learning and growth.

• Deliver clear, constructive, and actionable performance feedback to support individual accountability and improvement.

• Handle employee relations and disciplinary matters professionally, in alignment with company policies.

• Strategically plan and reallocate resources to align with business growth and priorities.

• Participate in Lean Six Sigma initiatives at least twice per year to enhance operational efficiency and customer/employee satisfaction.

• Collaborate with Product Development to influence new feature creation while ensuring product consistency.

• Contribute to system-wide improvements by helping define standard processes and reducing reliance on customizations.

• Partner with cross-functional teams, including Implementation, Support, and Development, to optimize the client experience.

Required Qualifications

• Bachelor’s degree or equivalent experience required.

• Minimum of 3 years in a people leadership role, ideally managing high-volume workflows.

• Demonstrated success in process optimization and metric-driven performance management.

• Strong background in customer-facing roles, with a track record of enhancing client satisfaction.

• Proven ability to manage and motivate both in-person and remote teams.

• Experience driving change and cross-functional process adoption is preferred.

• Familiarity with payroll or HR systems strongly preferred.

• Knowledge of Lean Six Sigma or process improvement methodology is a plus.

• Strong communication and relationship-building skills.

• Experience in both task-based and project-based employee management is highly desirable.

Physical Requirements

• Must be able to sit at a workstation for extended periods (7–8 hours/day).

• Regular use of computer and phone systems required, often involving the simultaneous use of multiple platforms and software.