Payroll Operations Manager

Carr, Riggs & Ingram; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

Carr, Riggs & Ingram, through Paywerx, seeks a Payroll Operations Manager to oversee payroll processing, QE/YE activities, and a high-performing team of Payroll Consultants. You will drive client satisfaction, coaching, and process improvements in a fast-paced environment.

Ideal candidates bring 4+ years in service bureau payroll, supervisory experience, and strong knowledge of payroll platforms. This on-site role offers growth within CRI’s payroll practice.

Qualifications

• Minimum 4 years of Service Bureau Payroll experience.
• Minimum 2 years with a relevant payroll/HCM platform.
• Minimum 1 year in lead/supervisory role in payroll service bureau.
• Ability to independently process complex payrolls and resolve issues.
• Strong knowledge of QE/YE processing and payroll adjustments.

Responsibilities

• Lead payroll operations and processing across client accounts, including QE/YE.
• Coach and mentor Payroll Consultants; monitor performance and coaching needs.
• Ensure high client satisfaction and retention through proactive issue resolution.
• Oversee workflow, reporting, and cross‑department collaboration.

Skills

Leadership

Coaching & mentoring

Customer service

Organization & detail

Communication skills

Prioritization

Education

High School Diploma or equivalent

Associate's or Bachelor's degree preferred

Or equivalent education/experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

PAYROLL OPERATIONS MANAGER

Paywerx, Division of Carr, Riggs & Ingram, provides comprehensive payroll and workforce management solutions for organizations of any size via an easy-to-use and intuitive interface that streamlines communication at every level.

At Carr, Riggs & Ingram, your career path is just that—yours. We are strong believers in the notion that your career should adapt to and integrate into your life and not the other way around. We invite you to explore our opportunities and learn how CRI can help you reinvent your career path and shape your future.

We are dedicated to uniting your professional passions with your individual personal pursuits, creating an empowered workplace for everyone—from interns and admins to staff accountants and future partners. At CRI, #EverybodyCounts.

Essential Functions:

Payroll Operations & Processing

• Process client payrolls as needed, particularly for clients requiring additional support or accounts identified as at risk.
• Maintain the ability to process all payroll types and client scenarios, including complex payrolls.
• Process and provide support for quarter-end (QE) and year-end (YE) payroll processing across all client types.
• Process all types of payroll adjustments and serve as a resource for Payroll Consultants requiring assistance with complex adjustments.
• Research and resolve wage adjustments, corrections, and related system issues.
• Process payroll void requests accurately and timely, ensuring appropriate departments are notified when necessary.
• Review payroll processing activity to ensure all scheduled payrolls are completed accurately and within established deadlines.
• Ensure daily processing schedules are effectively managed by the team.

Team Leadership, Training & Development

• Manage, coach, mentor, and hold Payroll Consultants accountable for their daily responsibilities and performance expectations.
• Provide ongoing training and support on payroll adjustments, QE/YE processing, system functionality, and complex payroll situations.
• Mentor team members following client escalations or processing errors to identify root causes and prevent recurrence.
• Support the development of team members through ongoing coaching, knowledge sharing, and performance feedback.
• Identify performance concerns and document and manage them appropriately.
• Support team performance standards, development initiatives, and departmental goals.
• Assist with statistical and performance reporting for team members.
• Foster a culture of accountability, teamwork, continuous learning, and exceptional client service.

Client Service & Retention

• Support the team in maintaining a high level of client satisfaction and retention.
• Assist Payroll Consultants and clients with payroll-related questions, complex issues, and problem resolution.
• Respond to client escalations promptly and professionally, ensuring appropriate resolution and follow-up.
• Work directly with clients when additional payroll expertise or intervention is required.
• Support clients and Payroll Consultants with payroll add-on products and related functionality.
• Provide assistance with technology-related client support questions.
• Ensure client termination notices are addressed and resolved timely and that all required workflow steps are completed.
• Identify opportunities to improve client experience and reduce recurring issues.

Workflow & Operational Accountability

• Ensure the Payroll Consultant ticket dashboard remains current and that tickets are appropriately assigned, addressed, and closed timely.
• Monitor daily team workflows and identify outstanding or aging items requiring attention.
• Ensure timely assignment of new payroll accounts received from Implementation while maintaining a balanced and manageable workload among Payroll Consultants.
• Monitor teamwork and assist with redistribution of work when necessary.
• Assist with ongoing departmental problem resolution and process improvement initiatives.
• Maintain accurate documentation and visibility into team performance and operational issues.
• Ensure applicable errors or process deficiencies are addressed through coaching and follow-up.

Product, System & Industry Knowledge

• Maintain strong knowledge of current payroll practices, regulations, procedures, and best practices.
• Maintain knowledge of payroll platform functionality, system updates, technology changes, and new product releases.
• Serve as a subject matter resource for Payroll Consultants and clients on payroll systems and related products.
• Continuously develop technical and payroll knowledge to support the evolving needs of the organization and its clients.

Other Responsibilities

• Participate in process improvement initiatives and special projects as assigned.
• Collaborate with other departments to resolve client, payroll, tax, technology, and workflow issues.
• Perform other duties and responsibilities as assigned by leadership.

Qualifications:

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred, or equivalent combination of education and experience.
• Minimum of 4 years of Service Bureau Payroll experience.
• Minimum of 2 years of experience with a relevant payroll/HCM platform.
• Minimum of 1 year in a Lead, Senior, or supervisory role supporting, mentoring, or training employees within a payroll service bureau environment.
• Demonstrated ability to independently process complex payrolls and resolve payroll issues.
• Strong understanding of payroll processing, payroll adjustments, quarter-end and year-end processing.
• Strong customer service and problem-solving skills.
• Demonstrated ability to coach, mentor, and hold team members accountable.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple deadlines in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Proficient ability to work with a PC/laptop and navigate multiple systems and applications.
• Ability to perform each essential duty satisfactorily and work effectively in a team environment.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. CRI will not sponsor applicants for U.S. work visa status for this position or future positions (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

CRI is a nationally recognized accounting and advisory firm known for its audit, tax, and business consulting expertise. The profession and our communities widely acknowledge our commitment to delivering tailored solutions to help ensure client success.

We stand out through our collaborative, client-focused approach, offering personalized services backed by deep industry knowledge. Clients trust CRI as a dedicated partner who understands their unique needs and ensures support at every step. To learn more about the industries we serve, our service offerings, and our family of companies please visit us atwww.criadv.com.

CRI offers a generous benefits package that includes 21 PTO days, 9 paid holidays, and company-paid long-term disability and life insurance. Employees also have access to Blue Cross Blue Shield medical insurance, as well as dental, vision, and short-term disability coverage. Additional benefits include parental leave, flexible spending accounts, and a 401(k) retirement plan.

The anticipated hiring base salary for this role is: $90,000-$150,000.

Actual compensation is based on several factors that are unique to each candidate, including but not limited to education, skill set, depth of experience, certifications, and specific work location.