Under general direction, provides analysis and support of departmental processes, procedures and software related to the delivery of Agency products and services. Ensures the integrity, availability, and security of Agency processes and systems.• Supports the financial controls of Agency Operations by tracking and generating key business operating indicators and statistics for Agency management to review.• Participates in research and testing of internally developed business unit software updates and new applications.• Assists in creating test cases, building test plans, executing test plans and facilitating user acceptance for system changes that impact the Agency’s work processes.• Maintains appropriate documentation of developed applications and departmental procedures to support training of other employees and ensure consistent practices.• Assists in development of PC based applications designed to increase the efficiency of department processes. • May develop internal departmental procedures and training materials for use by Operations staff.• Assists in responding to adhoc data and financial analysis requests by Agency Management to ensure efficient and effective business processes.• Assists in the development and maintenance of departmental intranet site that is used by the Paychex Agency for communication and information distribution purposes.

Manages, monitors, directs all activities, workflows and provides transactional management of the Employer Shared Responsibility Services team within the Paychex Insurance Agency that provides case-set up and ongoing service to external clients and internal partners. Provides direct supervision to the staff that is responsible for processing new case set-ups and staff responding to inquires from clients and internal Sales and Operations partners.• Supervised employees in all aspects of Employer Shared Responsibilities Services onboarding and service tasks. Oversees case submissions to ensure completion within service level agreements and oversees staff completing onboarding calls, responding to client inquires and answering inquiries from Sales and Operations partners.• Communicated performance expectations to team members and reviews departmental processes on an ongoing basis to ensure team are meeting operational priorities.• Assisted in the establishment of departmental policies and implements all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service.• Reviewed business processes to ensure accuracy, efficiency in productivity measures, and adherence to internal and external client service level standards, as well as recommends the necessary changes to maintain or improve operational performance.• Recruited, hired, and evaluated performance of personnel to ensure that all departmental needs are handled appropriately. Counseled and developed staff for personal and corporate advancement through career development, training programs, and other resources.• Represented the department on teams and projects to ensure that departmental needs are met and that actions of the team are in line with departmental goals.• Assisted in the preparation of the annual budget; monitors expenses and makes adjustments to approved budget.

Manages, monitors and directs all activities, workflow and transactional management of functional processing Cobra team within the Paychex Insurance Agency. Provides direct supervision for non exempt staff in a processing and service environment.• Supervised employees in all aspects of Cobra product processing for Health and Benefits within the Paychex Insurance Agency; monitors work flow using key indicators to ensure that deadlines and accuracy requirements are met.• Maintained compliance with state, federal, and insurance carrier guidelines, as well as standards set forth within the Agency to ensure product and team (unit) integrity.• Communicated expectations to the team members and reviews processes on an ongoing basis to ensure team is meeting operational priorities.• Assisted in the establishment of policies and implements all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service.• Recruited, hired, and evaluated performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources.• Reviewed business processes to ensure accuracy, efficiency in productivity measures and adherence to internal and external client service level standards, as well as recommends the necessary changes to maintain a competitive advantage.• Represented the department on teams and projects to ensure that departmental needs are met and that actions of the team are in line with departmental goals.• Made recommendations to PIA Managers regarding the development of policies and procedures; identifies and implements processing efficiencies.• Assisted in the preparation of the annual budget; monitors expenses and makes adjustments to approved budget.

• Supervised the PNG General Ledger team, consisting of 10 direct reports.• Prepared daily/weekly/monthly/fiscal year-end reports for management team, and provided analytical feedback for each report.• Developed new processes/procedures to streamline workflows for efficiency gains, and improvement of client service satisfaction.• Evaluated processes/procedures to ensure that appropriate product/department expectations are being met.• Established internal partnerships with Information Technology & Development, Product Management, and Payroll to develop and refine IT releases/projects for the General Ledger product.• Assisted the management team on projects, initiatives, presentations/proposals, and client escalations.• Performance management; including preparation and evaluation of reports for employees and the management team.• Coaching/mentoring of new Supervisor to the organization, as well as working with individuals that are interested in leadership at Paychex.

• Provided excellent customer service to assigned clients by consistently meeting deadlines for projects, and timely follow-up. • Trained and maintained a client base of over 230 ID’s including many high profile clients.• Mentored and trained a new employee in the department.• Recognized as a team leader that advisors could come to with questions or issues. • Mastered relationship-building techniques with clients, team members and internal Paychex partners.

• Processed a high volume of new loan applications.• Communicated daily with a wide range of contacts including loan officers, lender/investor and settlement agents to ensure the timely delivery of pertinent documentation.• Interacted with a diverse population of internal/external clients including both private and corporate clients as well as numerous banking institutions. Provided quality service and timely client follow-up ensuring optimum levels of customer satisfaction. Provided information and respond to inquiries; kept clients apprised of loan status.