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Sr Service & Support Team Specialist - Payroll

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Alpharetta - Georgia - United States, Atlanta - Georgia - United States

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at  #WeAreUKG 

Description & Qualifications


The Team Lead has the responsibility of managing the day-to-day activities. Mentoring people, monitoring processes and ensuring technology is leveraged to exceed customer SLAs is required. Must actively support process and technology initiatives that will improve the operational performance of the team while delighting customers. Must have the ability to manage difficult customer communications and ability to build strong working relationships both internally and externally. This position will operate under the direction of the Manager.
Primary/Essential Duties and Key Responsibilities:
-Ensure that all payroll processes are executed appropriately and in a timely manner.
-Operates as the subject matter expert for Payroll Services and provide functional direction in the all areas for issue resolution
-Continuously looks for improvements in operational processes and designs and is responsible for implementing those initiatives
-Optimizes the contribution of the team through coaching and mentoring*
-Manage effective internal/external customer relationships
-Assist in the workload management and prioritization of day to day duties and projects
-May assist Manager in evaluating direct reports and may review the evaluations/development plans of others
-Defines standards and reusable approaches within the Managed Services operations
-Assist Manager in identifying training needs for new or existing associates
-Assist Manager in ensuring coverage for Service Teams in the event of unexpected or planned absences.
-Provide leadership sign-off of processing and daily activities for all Service Lines
-Serves as first point of escalation for all Service Line issues
-Provides supervision to all Specialists on assigned team (without direct line reporting authority)
-Responsible for monitoring completion of SSAE16 requirements and accountable for compliance.
-Attend and/or lead recurring service calls, business reviews and project debriefs for assigned customers
-Performs other duties as assigned by manager-


Basic Required Qualifications:
-Served as the subject matter expert in a Payroll role for a service provider or corporation
-Ability to lead and influence team members, customers and partners without direct reporting authority
-Proficient using the Microsoft Office Suite of software to include Outlook, Word and Excel
-Strong background in customer service required

Preferred Skills:
-Commitment to excellence and high standards
-Excellent written and oral communication skills
-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
-Acute attention to detail
-Experience with UKG Pro strongly preferred
-Strong interpersonal skills
-Ability to understand and follow written and verbal instructions
-Ability to collaborate effectively with a diversity of individuals at all organizational levels.
-Proven track record of customer stabilization and subject matter expertise over multiple customers of varying complexity
-Leads by example
-Ability to analyze financial data
-Coordinate multiple tasks simultaneously

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email