Assoc Mgr Specialty Product Support
Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
Job Summary:
The UKG Payroll Services (formerly Kronos Payroll Services) Support team delivers comprehensive, high-quality support for our UKG Payroll Services (UKGPS) clients. The AM will lead team members in providing exceptional customer support and resolution in a fast-paced, high-volume environment. This position will also manage the dynamics of daily operations by driving enhancements within the team and aligning resources to ensure customer satisfaction and retention.
Duties and Responsibilities:
• Manage a highly engaged team of individuals tasked with providing front-line support for our UKG Payroll Services customers on both the UKG Ready and Dimensions HCM platforms.
• Ensure current and future customer satisfaction by instilling confidence in UKG's Payment Services organization as well as UKG Payroll Services.
• Guide daily operations for the UKGPS Support Team including analyzing metrics, staffing shifts for proper client support coverage, monitoring case volume and cases in queue and backlogs.
• Coach for peak performance, holding the team accountable to established case handling metrics. Measure productivity by monitoring work in progress, as well as demonstrating competency in time management.
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• Work with employees to understand obstacles and barriers and identify ways to minimize those barriers and obtain tools for successful job performance.
• Oversee and facilitate satisfactory resolution to customers' service issues by identifying case escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
• Partner with UKGPS department leaders and Global Support cross-functionally to escalate urgent issues and follow through to resolution.
• Identify areas for process improvement and operational efficiency. Offer and implement creative solutions within UKGPS Support. Collaborate and partner effectively with other UKG departments, especially teams within Pro Payment Services Support and Payroll Services to include Tax, Processing, Treasury and Print Production.
• Support Payroll Services strategic initiatives and rollout of new product offerings. Plan for team's alignment and contribution to overall objectives of UKGPS organization.
In this position, the AM is primarily responsible for a team of Payroll Services Support Reps, who support client cases, configuration change requests and processes specific to the services delivered by UKGPS. This includes assisting the client with maintenance within the payroll module of the application, as well as support for tax, period-end processing and delivery issues and questions reported by clients. The team is also responsible for proactive client outreach on items originating from our Payroll Services team that require client action, such as funding or data integrity issues.
This person should have domain knowledge in Payroll and Payroll Taxes. Ideal candidates will have:
• 2+ years of experience coaching, developing, and managing an enterprise services / application support team of at least 8 employees
• Excellent customer focus, interpersonal, motivational and leadership skills, including the ability to manage customer relationships and escalations successfully
• Effective time management; exceptional organizational skills with high attention to detail and the ability to multitask and prioritize projects with the right level of precision
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to collaborate effectively with individuals at all organizational levels
• Payroll/Payroll Tax domain experience working in a payroll service bureau preferred
• Bachelor's Degree (BCom) required
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Performance Bonus
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
Diversity and Inclusion