Lead Implementation and Services Ops - Guadalajara, Mexico

Job Description

Description:

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

When you feel like you belong, work is no longer work – it's personal. At Paylocity, we believe better employees lead to better companies. Workplaces and cultures that care will build the future, and at Paylocity, we’re doing just that. Join us as we change the future and transform your career!

There are jobs and then there are careers. Since 1997, Paylocity has been hiring talented people, giving them big challenges, and providing the right resources to help them succeed. Our award-winning culture ensures all employees feel truly welcome, appreciated, and free to be themselves. While other companies talk about it, we make it happen. Join Paylocity and launch your career!

In-Office: This is a 100% in-office role based in Guadalajara, Mexico. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Lead Implementation and Services Ops manages the operations for their designated team. This includes providing leadership, coaching, training and mentoring to their team, and ensuring all critical aspects of department issues are met and resolved appropriately. The Lead meets with and provides coaching and feedback to their employees around areas of improvement and identify areas of success.

The Lead is instrumental in assisting management by providing feedback on staff performance, client issues, and actions to be taken to improve the department and maintain success. The Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervising the work/operations of their assigned group on a day-to-day basis which may include delegation of work assignments to various team members
• Provide support, training and assist with coaching and development of new and existing team members
• Facilitate business and/or team update communications and ensure clarity of expectations through regularly occurring meetings, 1:1s or team huddles
• Are expected to provide input and recommendations to managers in the areas of performance management, promotional opportunities, employee terminations and performance issues which are generally followed by the manager
• Developing and implementing action plans to improve team or individual performance
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win-win” approach. Troubleshoot escalated departmental issues and offer solutions that align to both satisfaction and organizational direction (tiered approach)
• Works with team members and managers to develop and communicate process improvements and updates to the team
• Creates procedural documentation for work processes
• Request enhancements for internal systems or partner interfaces to improve workflows and client experience
• Research and communication with internal partners to answer inquiries
• Ensures quality service to our internal and external third-party partners from their departments support team
• Works with all resources to become well rounded on all aspects of their designated department
• Keep track of team metrics and use them to measure staff performance and incentives. Ensure accountability to meet defined KPIs
• Become a subject matter expert in key areas of their department/processes; Use functional and technical knowledge to assist team members
• All other duties as assigned

Behaviors and Skills

• Demonstrated ability to Mentor/coach team and peers to success by providing timely coaching, feedback, and training that results in improved performance
• Organization – ability to work in a matrix environment with multiple stakeholders
• Expert project management skills, the ability to manage multiple projects and effectively prioritize, while delivering within deadlines is essential
• Excellent communication skills - understands and can adapt to the differences in communication styles to influence and drive results
• Ability to research and troubleshoot complex problems, combined with the ability to cultivate empathy, and effectively de-escalate conflict, for a mutually beneficial solution
• Leverage data, available insights, and analytics to drive performance & decision making
• Collaboration in a team environment - can lead team meetings, while promoting inclusion and diversity
• Adaptable and flexible, with the ability to manage change successfully, and pivot when necessary while also effectively leading the team through change

Education and Experience

• Bachelor's degree required
• Must demonstrate business-level English proficiency, both written and spoken, to collaborate effectively with English speaking global teams.
• 2+ years prior experience in a client-supporting operations role
• Prior experience leading a team
• Proficiency in MS office

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Mexico Job Applicants and applicable Mexican data protection laws.

Requirements: