Director of Client Services

Summary

Join World Payroll & HR (WPHR) as the Director of Client Services, a strategic leadership role overseeing all aspects of client service delivery, including payroll processing, tax support, and accounting operations. You will lead a team of specialists, drive operational excellence, and serve as a key liaison between clients and internal departments. This role requires deep expertise in payroll systems (especially UKG Ready), leadership in service delivery, and a proactive approach to client satisfaction and retention. The position is accountable for the strategic direction and operational execution of client services, managing payroll and tax operations, ensuring compliance, and fostering strong client relationships. The role may be based in WPHR’s SC office or remote, with occasional travel required. The Director will contribute to organizational planning and strategy as a member of the management team.

Requirements

• 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
• 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
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)

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

Preferred Qualifications

• Strong knowledge of UKG Ready and MasterTax platforms
• Associate or bachelor’s degree in business, Accounting, HR, or related field