Client Services Manager

Summary

The Client Services Manager is the primary HR contact and account owner for assigned SIDECAR HR clients. This role advises on HR and employee relations matters, manages open enrollment for benefits clients, and keeps client relationships on track by making sure SIDECAR HR's services deliver on what clients were promised.

Essential Job Functions

Client HR Consulting

• Serve as the primary HR contact for assigned clients on day-to-day HR questions, policy interpretation, and employee issues.
• Prepare and deliver HR services, such as job descriptions, employee handbooks, and FMLA support, as assigned clients require.
• Advise client managers on performance management, attendance, conduct, and documentation.
• Guide clients through employee conflict resolution and investigations, and escalate complex or legally sensitive matters to leadership.
• Help clients apply company policy consistently across departments and locations.
• Lead benefits renewal and open enrollment for clients who use SIDECAR HR benefits administration, including employee enrollment meetings.

Client Relationship & Service Quality

• Drive ongoing value by helping Client’s utilize the full scope of services and technology available to therm.
• Monitor client satisfaction and raise concerns early to leadership.
• Serve as the point of escalation across all services. Own issues from start to finish and work with leaders in other departments to resolve client concerns and address root causes.
• Hold regular check-ins with assigned clients to review open items, upcoming changes, and HR priorities.

Partnership & Process

• Support client onboarding, offboarding, and employee lifecycle changes in partnership with operations staff.
• Share recurring client issues with leadership to improve service processes and policies.
• Support training for client managers on HR policies, employee relations, and compliance topics.

Qualifications

Required

• Bachelor's degree in Human Resources, Business Administration, Organizational Management, or a related field, or equivalent combination of education and directly related HR experience.
• 5 years of HR experience, including employee relations, performance management, or HR advisory work.
• Working knowledge of EEO, ADA, FMLA, wage and hour/FLSA, and other employment laws, benefit plans and ERISA compliance.
• Excellent interpersonal, written, and verbal communication skills.
• Strong organizational skills and the ability to manage multiple client accounts.
• Proficiency with Microsoft 365 and HR information systems.

Preferred

• Experience with a PEO and use of PRISM HR.
• SHRM-CP, SHRM-SCP, PHR, or SPHR certification.
• Experience supporting multiple clients or employers in a service-oriented role.