Assistant Manager - Implementation

JOB DESCRIPTION

PEO End-to-End Implementation Assistant Manager

Overview:

This role leads a team of implementation consultants responsible for end-to-end onboarding of clients to payroll and benefits platforms (primarily WorkForce Now). The frontline leader drives delivery excellence, coaches associates on client-facing behaviors and implementation discipline, and ensures accuracy, compliance, and timely go-live for assigned clients. The role requires a blend of people leadership, implementation expertise, and strong stakeholder management.

Desired Skills

• 35+ years in implementation, HRMS/payroll, or clientfacing service roles; prior experience as a PIC/lead or informal team lead is preferred.
• Proven ability to lead, coach, and develop frontline associates in a highvolume, deadlinedriven environment.
• Experience running huddles/1:1s, giving actionable feedback, and managing performance and behaviors.
• Comfort making decisions, setting priorities, and holding the team accountable to quality and timelines.
• Excellent verbal and written communication skills; able to simplify complex topics for clients and internal partners.
• Strong clientfacing presence with the ability to handle escalations, manage expectations, and build trust.
• Effective collaboration across teams (sales, service, product, compliance, etc.) to remove roadblocks and solve problems.
• Strong problemsolving and analytical skills; able to connect data (SLAs, quality, aging, NPS/EP) to coaching and process changes.
• High attention to detail and commitment to data accuracy and compliance.
• Ability to manage multiple projects and clients simultaneously, with strong time management and prioritization.
• Clientcentric, performancedriven mindset with high ownership and accountability.
• Adaptable under changing priorities, complex implementations, and time pressure.
• Proactive in identifying risks and improvement opportunities and following through to resolution.

Education:

• Bachelor's degree preferred or equivalent experience
• FPC certification preferred

Job Description

• Lead a team of implementation associates delivering end-to-end onboarding for payroll and benefits, from system setup through benefits rollout and initial payroll execution.
• Set clear expectations, goals, and quality standards for the team, and regularly review performance, SLA adherence, and client satisfaction.
• Provide daytoday coaching, feedback, and support to associates on configuration, testing, troubleshooting, and client communications.
• Act as an escalation point for complex implementation issues, client concerns, and highrisk situations; partner with PICs and other SMEs as needed.
• Review and approve key deliverables (setups, test results, first payrolls, documentation) to ensure accuracy, data integrity, and compliance with regulatory and SOX requirements.
• Monitor work volumes, capacity, and case aging; allocate and rebalance work across the team to meet timelines and go-live commitments.
• Collaborate closely with sales, service, product, and crossfunctional partners to ensure a smooth handoff from sales to implementation and from implementation to ongoing service.
• Support adoption of standard implementation methodologies, tools, and best practices; identify process gaps and partner with leaders to drive improvements.
• Build a strong team culture focused on client centricity, accountability, continuous learning, and engagement.
• Conduct regular team huddles, 1:1s, and performance discussions; identify development needs and create targeted upskilling plans for associates.
• Track and report team performance, risks, and successes to leadership, highlighting key metrics and recommending actions where needed.