Payroll Manager

The role of the Payroll Manager manages and coordinates activities and operations of payroll department and staff. The Payroll Manager establishes strong client relationships and delivers sustained stable payroll operations to complex clients who choose to outsource their payroll.

This specific position will have two main focuses: Primary focus will be on Customer Service for the entire team.

The Manager will supervise the daily activities of the Fremont CA team, as well as ensuring the efficient and effective delivery of high quality customer service to the client by all teams on the account including those in Fremont CA, Scottsdale AZ, and Alpharetta GA offices. Qualified candidates are highly-motivated, with strong leadership skills, solution-driven and possess a drive to deliver a high standard of service to our customers. A general knowledge of payroll and human resource concepts and regulations along with a knowledge of UltiPro HCM product is a plus. You will be measured on customer retention and customer satisfaction. Secondary focus will be on process improvement and serving as backup to the Payroll Operations Manager in Alpharetta, GA.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Supervises entire Fremont, CA team which includes Customer Service and Payroll Specialists.
  • Promote a customer-focused environment for all teams on the account.
  • First response on escalated tickets from all queues which includes United States and Canada.
  • Coach team members to develop strong customer support skills.
  • Program and project manage customer experience projects.
  • Assist in leading recurring Customer Service weekly meetings with client to evaluate tickets for improvements on responses.
  • Follow up skills to ensure that the entire team is answering tickets timely and up to the high quality standards set by client.
  • Identify and report on metrics to drive process improvements and high-quality customer experience, including preparing and presenting ticket and customer service data in monthly business reviews to the client.
  • Manage resource allocation/capacity and increase effectiveness of staff by recognizing opportunities for improvement.
  • Backup to Payroll Operations Manager in Alpharetta GA, assisting with managing and signing off on key tasks on the payroll checklist.
  • Payroll Operations Inputs: serving as an escalation point as well as assist in managing the inputs team.
  • Assists with reviewing and approving updates to process documents.
  • Assists with the review, verification, and processing of payroll data.
  • Oversees the processing of manual checks as necessary.
  • Responds to escalated payroll-related inquiries including but not limited to payroll deductions and accruals, wage garnishments, child support payments, and employment verifications; resolves employee issues.
  • Reviews and assures accuracy of payroll, deductions, and payroll tax information.
  • Oversees preparation of month-end and government reports.
  • Conducts periodic client and team meetings to ensure problems are addressed and to ensure client satisfaction.
  • Develops, implements, and manages payroll practices, policies, and procedures.
  • Hires, trains, supervises, and motivates staff; manages schedules and workflow.
  • Assists with the implementation of new clients both in the office and on-site as requested.
  • Handles escalated client issues and/or concerns.
  • Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and government regulations.
  • Provides day-to-day guidance and oversight of staff; actively works to promote and recognize performance.
  • Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
  • Identify payroll vulnerabilities and opportunities for improvement.
  • Ensure compliance to SSAE 16 audit control objectives.
  • Responsible for continuous process improvement identified through root-cause analyses.
  • Performs other duties as assigned by manager.


  • Exhibit a strong service orientation and client focus
  • Team player with strong presentation and communication skills that adapt to ever changing requirements including operating under tight deadlines and pressure situations
  • Experience managing a team in a rapidly changing environment
  • Experience with analyzing large data sets to gather insight for process improvement
  • Bachelor’s Degree (B. A.) or equivalent, at least five years related experience at a management level, or equivalent combination of education and experience
  • Knowledge of multi-state payroll tax laws
  • Knowledge of Canadian payroll laws preferred
  • Commitment to excellence and high standards
  • Basic competence in duties and tasks of supervised employees
  • Demonstrated ability to supervise and motivate subordinates
  • Strong organizational, problem-solving, and analytical skills
  • Ability to manage priorities and workflow
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Good judgment with the ability to make timely and sound decisions
  • Ability to work with all levels of management
  • Acute attention to detail
  • Proficient using the Microsoft Office Suite of software to include Outlook, Word and Excel
  • Proven ability to handle multiple projects and meet deadlines
  • Experience with Ultimate Software preferred
  • Strong interpersonal skills
  • Can effectively interact and communicate at all levels
  • FPC or CPP preferred
  • Experience in client outsourcing, HRBPO, or full HCM (Human Capital Management) cycle are preferred
  • Calculate figures and amounts
  • Analyze financial data
  • Interpret complex laws, regulations, and/or policies
  • Coordinate multiple tasks simultaneously
  • Understand and respond to a diverse population
  • Must be able to lift up to 15 pounds, 40 inches high without the aid of another person and up to 25 pounds with assistance
  • Must be able to sit for extended periods of time while performing work duties
  • Must be able to bend, stoop, push and pull in the performance of duties
  • Must be able to use fingers bilaterally and unilaterally (one-handed) to operate the equipment related to your job
  • Must be able to maintain balance to climb up to three feet on step ladder in order to retrieve supplies, store boxes, etc. as required to perform the functions of your job


  • Bachelor’s Degree (B. A.) or equivalent, at least five years related experience at a management level, or equivalent combination of education and experience

Travel Requirement:

  • Limited travel upon request to client Headquarters in Mountain View, CA, and Ulti Managed Services office in Alpharetta, GA.

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