• Named resource for large, complex Managed Payroll Premium customers • Manage cases for the book of Managed Payroll business to ensure service level agreements and high client satisfaction levels are being met by all team members • Coordinate the distribution of customer Managed Payroll work across the team • Manage the timely resolution of Managed Payroll customer issues including complex customer escalations • Perform and document Root Cause Analysis and lead the implementation of remedial procedures to close gaps identified • Frequent direct Managed Payroll customer contact • Initiate and maintain client relationships specifically for large, complex customers • Lead, or attend as a senior resource scheduled weekly, monthly and quarterly client calls • Lead the Managed Payroll Service Rehearsal including the mock payroll • Assist with complex Workday configuration of pay components and run categories • Act as a point of reference and escalation for team configuration activities • Follow daily standard operating procedures and processing checklist outlining workflow • Maintain established turnaround service level agreement for resolving managed payroll issues • Meet quality and production metrics outlined for position • Contribute to a positive, collaborative work environment • Assist with special projects as needed • Provide support and act as a point of escalation for the service team • Align work scheduling with customer needs to support complex and high profile customers • Support Professional Services during new customer implementations as needed • Support the Sales process as needed • Act in a team lead capacity by delegating work across customer teams • Coach, train, and mentor team members • Follows all security protocols to safeguard confidential, proprietary, and/or customer data