JOB DESCRIPTION
PEO End-to-End Implementation – Assistant Manager
Overview:
This role leads a team of implementation consultants responsible for end-to-end onboarding of clients to payroll and benefits platforms (primarily WorkForce Now). The frontline leader drives delivery excellence, coaches associates on client-facing behaviors and implementation discipline, and ensures accuracy, compliance, and timely “go-live” for assigned clients. The role requires a blend of people leadership, implementation expertise, and strong stakeholder management.
Desired Skills
- 3–5+ years in implementation, HRMS/payroll, or client‑facing service roles; prior experience as a PIC/lead or informal team lead is preferred.
- Proven ability to lead, coach, and develop frontline associates in a high‑volume, deadline‑driven environment.
- Experience running huddles/1:1s, giving actionable feedback, and managing performance and behaviors.
- Comfort making decisions, setting priorities, and holding the team accountable to quality and timelines.
- Excellent verbal and written communication skills; able to simplify complex topics for clients and internal partners.
- Strong client‑facing presence with the ability to handle escalations, manage expectations, and build trust.
- Effective collaboration across teams (sales, service, product, compliance, etc.) to remove roadblocks and solve problems.
- Strong problem‑solving and analytical skills; able to connect data (SLAs, quality, aging, NPS/EP) to coaching and process changes.
- High attention to detail and commitment to data accuracy and compliance.
- Ability to manage multiple projects and clients simultaneously, with strong time management and prioritization.
- Client‑centric, performance‑driven mindset with high ownership and accountability.
- Adaptable under changing priorities, complex implementations, and time pressure.
- Proactive in identifying risks and improvement opportunities and following through to resolution.
Education:
- Bachelor's degree preferred or equivalent experience
- FPC certification preferred
Job Description
- Lead a team of implementation associates delivering end-to-end onboarding for payroll and benefits, from system setup through benefits rollout and initial payroll execution.
- Set clear expectations, goals, and quality standards for the team, and regularly review performance, SLA adherence, and client satisfaction.
- Provide day‑to‑day coaching, feedback, and support to associates on configuration, testing, troubleshooting, and client communications.
- Act as an escalation point for complex implementation issues, client concerns, and high‑risk situations; partner with PICs and other SMEs as needed.
- Review and approve key deliverables (setups, test results, first payrolls, documentation) to ensure accuracy, data integrity, and compliance with regulatory and SOX requirements.
- Monitor work volumes, capacity, and case aging; allocate and rebalance work across the team to meet timelines and “go-live” commitments.
- Collaborate closely with sales, service, product, and cross‑functional partners to ensure a smooth handoff from sales to implementation and from implementation to ongoing service.
- Support adoption of standard implementation methodologies, tools, and best practices; identify process gaps and partner with leaders to drive improvements.
- Build a strong team culture focused on client centricity, accountability, continuous learning, and engagement.
- Conduct regular team huddles, 1:1s, and performance discussions; identify development needs and create targeted upskilling plans for associates.
- Track and report team performance, risks, and successes to leadership, highlighting key metrics and recommending actions where needed.
