Vice President, Service Executive - Broker & COI (totalsource)

Vice President Service Executive - Broker/COI Channel

As a senior leader within the Client Service organization, the Vice President, Service Executive is responsible for the strategic oversight and leadership of Payroll, Implementation, and client-facing Human Resources service teams within the TotalSource Broker/Center of Influence (COI) Channel. This role focuses on designing and executing a comprehensive service strategy that supports both the evolving needs of our clients and the expectations of our broker and COI partners.

In this role as the Vice President, you will foster strong relationships with referring Broker/COI partners, manage alignment with the Sales organization, and ensure high-quality service delivery across all functions. The role also supports acquisition activities and champions continuous improvement initiatives to enhance the client and partner experience.

Ready to Make Your Mark? Apply now!

What You'll Do: Responsibilities

• Lead Strategic Service Execution: Directs the Payroll and Implementation functions to ensure all business objectives—such as start volume, timing, productivity, and service quality—are consistently achieved. Champions a client-and partner-centric service strategy, continuously evaluating performance and implementing improvements.
• Drive Client & Partner Account Management: Oversees HR Services teams to execute initiatives that enhance the client and broker/COI partner experience. Collaborates cross-functionally to ensure alignment of service delivery with client priorities and broker expectations.
• Manage Sales Relationship & Channel Coordination: Serves as the primary liaison with Sales, proactively managing service alignment and resolving escalated issues. Ensures the service organization anticipates and adapts to start volumes and partner pipeline activity while maintaining transparency with Sales on process and procedural updates.
• Set Vision & Operational Goals: Translates the broader TotalSource service strategy into clear, actionable objectives for teams. Sets departmental goals and ensures team alignment with market vision and strategic priorities. Demonstrates the ability to create an enthusiastic vision that inspires others to collectively deliver exceptional results.
• Build & Develop High-Performance Teams: Creates an environment focused on performance, development, and retention. Manages recruitment, selection, compensation, and performance management for Payroll and Implementation staff. Coaches and develops leaders to improve current performance and build bench strength for the future. Oversees training initiatives to ensure team readiness and alignment with service strategy.
• Champion Associate Engagement: Promotes a culture of engagement by ensuring regular communication, encouraging feedback, and fostering an inclusive, transparent, and supportive work environment. Leads efforts to improve associate engagement and morale.
• Enhance Cross-Functional Collaboration: Partners with Sales, Client Service, Implementation, and other key departments to ensure a seamless client and partner experience. Effectively communicates functional updates across teams to drive alignment and service quality.
• Lead Channel Partner Experience Program: Develops and implements a proactive strategy to assess broker/COI satisfaction and ensure excellence in service delivery. Works with Sales Leadership to grow and enhance broker and COI relationships.
• Manage Financial & Operational Planning: Partners with the VP/GM and Finance Executive to develop and manage annual budgets, headcount plans, and productivity goals. Ensures effective cost control and resource allocation in support of strategic service goals.
• Support Field Activities: Travels to regional offices as needed to support Payroll, Implementation teams, and Sales activities—reinforcing service strategy and team engagement across locations.

Reporting Relationships:

• Supervisor: VP/GM, HRO – PEO TotalSource
• Supervising Authority: 6 direct reports with ~60 indirects across varying locations

To Succeed in This Role: Requirements

• This position will follow our hybrid working arrangement and can sit in the following locations: Alpharetta, GA, Roseland, NJ, Augusta, GA, Miami, FL, Norfolk, VA or La Palma, CA. Experience supporting associates virtually and onsite is strongly preferred.
• 15+ years of experience in leadership roles managing exempt and non-exempt teams, with a focus on service delivery, project management, and process improvement.
• Strategic thinker with the ability to assess complex situations, synthesize data, and drive changes to deliver results.
• Demonstrated success managing national, matrixed teams.
• Proven success in developing and executing strategic service strategies to achieve business results.
• Strong experience working with and supporting Sales and broker/COI partnerships.
• Effective at leading leaders and fostering leadership development.
• Excellent communication and presentation skills.
• Evidence of success in Talent and Leadership Development.
• Ability to manage competing priorities in a fast-paced environment.
• Demonstrated ability to work across organizations with limited supervision.
• Strong analytical skills and ability to produce high quality and volume at a fast pace.
• Strong relationship-building skills with internal and external stakeholders.
• Ability to travel as required (~50% of time).

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.