Job description
Overview
World Payroll & HR (WPHR), a leading payroll service bureau and reseller of the UKG Ready platform, delivers comprehensive payroll, HRIS, and HCM solutions to small and mid-sized businesses across the United States. Our commitment to excellence and innovation ensures our clients receive best-in-class service and technology.
The Director of Client Services is a strategic leadership role responsible for overseeing all aspects of client service delivery, including payroll processing, tax support, and accounting operations. This role ensures that WPHR’s payroll outsourcing services are delivered with precision, compliance, and exceptional client care. The Director will lead a team of specialists, drive operational excellence, and serve as a key liaison between clients and internal departments.
Job Summary
This role is accountable for the strategic direction and operational execution of client services. The Director will manage payroll and tax operations, ensure compliance, and foster strong client relationships. The position requires deep expertise in payroll systems (especially UKG Ready), leadership in service delivery, and a proactive approach to client satisfaction and retention.
Responsibilities:
• Strategically lead client service operations, including payroll processing, tax support, and accounting services.
• Manage payroll and tax operations, including quarter-end and year-end filings, tax payments, and compliance oversight.
• Oversee client support functions, ensuring timely and accurate payroll processing, print distributions, and resolution of escalated client issues.
• Supervise accounting functions, including bank reconciliation, client billing, ACH submittals, workers’ compensation and benefits submissions, and reconciliation of bank recs and P&L.
• Facilitate team meetings, sharing updates, availability, and reinforcing core business values.
• Ensure compliance with federal, state, and local payroll and tax regulations.
• Drive process improvement, identifying opportunities to streamline operations and enhance service delivery.
• Collaborate cross-functionally with internal teams to resolve complex client issues and implement system enhancements.
• Monitor service quality and data integrity, perform regular audits, and ensure confidentiality.
• Support employee development, providing training and mentorship to payroll and tax specialists.
• Contribute to organizational planning and strategy as a member of the management team.
• Provide input on personnel decisions, including hiring, promotions, and performance management.
• Stay current on industry trends, regulatory changes, and best practices in payroll outsourcing.
Qualifications:
• 5+ years of experience in payroll outsourcing, client services, or related field.
• 2+ years of leadership experience in a payroll service bureau or similar environment.
• Strong knowledge of UKG Ready and MasterTax platforms (preferred).
• CPP certification is required.
• Advanced understanding of payroll and tax compliance, accounting workflows, and client service best practices.
• Excellent communication, leadership, and problem-solving skills.
• Associate or bachelor’s degree in business, Accounting, HR, or related field (preferred).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).
Work Location & Travel Expectation
This role may be based in WPHR’s SC office or remote. Occasional travel (up to 20%) may be required for client meetings or team collaboration.
Physical Demands & Working Conditions
Office-based role with regular use of computer and keyboard. Light physical activity including occasional lifting (up to 10 lbs), typing, and walking.
Equal Employment Opportunity
World Insurance Associates (WIA) is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and providing reasonable accommodation for qualified individuals with disabilities.
To Executive Search Firms and Staffing Agencies:
World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.
