AVP of Client Relations - GA - On Site

About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting click to view www.vensure.com .

Position Summary
The Regional Associate Vice President of Client Relations - Client HR is responsible for the development and management of the regional Client HR service team and lead HR practices and objectives that drive client satisfaction and retention. Manage escalated issues to ensure responsive and thorough issue resolution as well as optimal collaboration between internal departments.

Essential Duties and Responsibilities

• Create a client-focused culture by leading the implementation of new processes and solutions.
• Ensure team members appropriately balance standardization and consistency of processes with the need for flexibility and integration of products/services for clients.
• Ensure team is meeting expectations, goals and KPI's and provide necessary metrics and reports.
• Hold team accountable to client commitments.
• Collaborate with internal departments to ensure seamless delivery of services to clients.
• Gather and distribute voice of customer feedback to appropriate internal departments.
• Build cross-functional partnerships to address issues and manage escalations.
• Leverage internal relationships to identify opportunities, trends and process improvements.
• Interact with other departments to help achieve business goals and drive high client satisfaction.
• Ensure collaboration and synergy among all team members so that people and processes are enabled to drive flawless execution of objectives.
• Participate in prospect meetings with sales and service team members in order to provide insight on potential benefit to prospective client
• Responsible for the development of processes, standard operation procedures and metrics that support the HR Business Model.
• Drive client retention by ensuring team members maintain effective relationships with client owners, KDM, client appointed contacts and/or on-site supervisors, and provide sound guidance and value-added solutions that contribute to clients' success and growth of their business and results in high customer satisfaction and retention.
• Coordinate development and delivery of service strategy plans for clients and monitor programs as needed.
• Respond to escalated complex client issues and follow through to resolution, ensuring appropriate communication to all involved parties.
• Must adjust effectively while working with different clients who have different structures, processes, requirements or cultures.
• Conduct investigations for clients in Region while supporting the HRBP who will do the intake and share the results of the investigation with the client.
• Sets high standards of performance for self and others and assume responsibility and accountability for successfully completing assignments or tasks.
• Establish course of action for self and others to ensure that work is completed efficiently, leading projects as needed.
• Build, maintain and promote relationships with team members, peers across disciplines, sales staff and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars, seminars and other trainings to stay-up-to-date on laws and best practices.
• Special projects and other duties as assigned by supervisor.
• Responsible for all aspects of the client's health, maintenance and retention, monitor weekly payroll trends, consult on products & services, and navigate compliance matters.
• Travel (local and long distance) required.

• Manage the success of the HR Team by:
• Effectively leads and motivates team by lending appropriate support to achieve success.
• Ensuring effective communication by providing ongoing feedback and facilitating regular meetings Setting goals for performance and project deadlines in ways that comply with company's plans and vision and create accountability. Establishing performance objectives, tracking performance and evaluating progress toward objectives.
• Organizing workflow and ensuring that employees understand their duties or delegated tasks.
• Monitoring employee productivity as well as monitoring the team is meeting established KPIs and adhering to SOPs; providing constructive feedback and coaching.
• Conducting performance evaluations, motivating team members and creating strategies to boost productivity.
• Preparing development plans for employees, giving timely guidance and feedback, and ensuring they have the necessary support and resources
• Attracting, developing, and retaining talent by ensuring the right skills and motivations are aligned with business and client needs.
• Ensuring adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.
• Ability to make recommendations to effectively resolve escalations by using judgment that is consistent with the standards, practices, policies, procedures, regulations and/or government law.
• Outstanding business acumen with the ability to understand and operate from the perspective of the business owner.
• Ability to make proper judgment calls when presented by a situation/problem.
• Strong sense of business ethics including the ability to handle confidential information appropriately.
• Able to effectively manage multiple projects and attend to daily account and HR matters while maintaining focus and follow through on issues until resolved and delivering results as committed.
• Excellent internal and external customer service skills.

• Bachelor's degree in Human Resources, Business Administration or a related field or equivalent work experience is required. Masters' degree preferred.
• Ten (10) years' experience. At least six (6) years leading and empowering teams.
• Proficiency with Microsoft Office software (Excel, Word, PowerPoint, Teams) and demonstrated ability to learn other applications as needed.
• Experience with various HRIS and Payroll Platforms preferred.
• PRISM and PEO experience preferred
• PHR, SPHR, SHRM-CP or SHRM-SCP certification preferred.