Client Relations HRBP

About Us

Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting .

Position Summary

The HR Business Partner is responsible for the delivery of customized service solutions that positively impact the client's business resulting in client retention and growth. This role completes client relations functions for the organization and proactively consults and regularly follows up with clients to develop, implement and monitor Human Resources related deliverables which includes identifying legal requirements affecting Human Resources functions and ensuring client policies, procedures and actions are in compliance.

Essential Duties and Responsibilities

• As per the global service model (GSM), work with targeted HR-Centric clients delivering defined HR services.
• Interact with clients to gain knowledge of their business model and drivers, HR practices, goals and objectives.
• Provide customized solutions in accordance with internal standards and HR best practices, prompt issue resolution, timely follow-up and proactive recommendations that enhance communication, productivity, organizational culture and work practices and reduce liability. Solutions include, but are not limited to, handbooks, job descriptions, performance evaluation systems, compensation plans, and hiring/on-boarding processes.
• Identify legal and regulatory compliance concerns related to Human Resources and partner with clients to conduct employee coaching, counseling, reductions in force, off-boarding strategy, and act as point of communication between affected employee and client, if needed
• Properly and timely document all client related interactions in the HRIS.
• Manage and resolve complex employee relations issues investigations.
• Work in conjunction with HR Manager and Regional AVP to provide results of completed effective, thorough and objective investigations.
• Submit subpoenas/claims within the given deadline.
• Responsible for acting as a liaison between client and internal operations to ensure a positive working relationship with assigned book of clients.
• Run point on following client retention processes to retain at risk relationships
• Work with internal teams, client, and agent to achieve a high rate of client retention
• User set-up and training of our client facing web-based payroll and custom reporting software
• Work proactively to facilitate solutions as challenges present themselves
• Maintain open communication regarding clients with the necessary internal teams
• Assist in the tracking and completion of team projects and initiatives
• Review weekly reports to assist with client retention efforts
• Review monthly reports to analyze trends
• Track client repricing requests to ensure timely responses
• Analyze data and review procedures and policies to determine answers to clients' questions
• File and maintain client records
• Coordinate the resolution of client issues
• Oversees the operational structural needs of the client to ensure data integrity
• Nurture relationships with business owners, client company contacts, marketing agents and internal staff and departments
• Escalate and resolve areas of concern, as raised by clients or internal departments
• Monitor company performance against service level agreements and flag potential issues
• Interact with clients to gain knowledge of their business model and drivers, HR practices, goals, and objectives
• Assist with the execution of the service plans by evaluating progress of activities and service requests
• Collaborate with internal departments to ensure seamless delivery of services to clients. Gather and distribute voice of customer feedback to appropriate internal departments
• Build cross-functional partnerships to address issues and manage escalations. Leverage internal relationships to identify opportunities, trends, and process improvements
• Successfully manage client expectations in a fast-paced environment
• Introduce and drive adoption of new products and services to client
• Assist in announcing to clients, changes in compliance using various communication formats
• Act as part of a team to continually develop and create improved processes and procedures
• Performing annual deliverables client reviews
• Process and prepare memos, correspondence, or other documents
• Schedule appointments and maintain and update appointment calendars
• Attend webinars, seminars and other trainings to stay up to date on laws and best practices.
• Meet with clients face to face or meet via telephone on a scheduled basis, as determined by size of client, to ensure they are receiving great service and are taking advantage of and utilizing products and services offered.

Knowledge, Skills, and Abilities

• Excellent organizational and time management skills, personable, well-spoken, and technical skills necessary
• Understanding of Canadian employment standards, employment law, human rights legislation, health and safety, and payroll
• Demonstrated knowledge and experience in Human Resources best practices with emphasis on employee relations as well as related federal and provincial laws and regulations required.
• Working knowledge of multiple human resources disciplines including, employee relations, organizational diagnosis, performance management, recruitment, compensation and benefits.
• Strong verbal and written communication skills and interpersonal effectiveness at all levels in the organization and across cultures.
• Excellent internal and external customer service skills.
• Bilingual capabilities (English/French) are preferred
• Adheres to KPIs and SOPs according to guidelines established.
• Ability to apply change management initiatives to assist in business transformation.
• Must use logic and reasoning to make immediate decisions under pressure or tight deadlines.
• Ability to make proper judgment calls when presented by a situation/problem.
• Strong sense of business ethics including the ability to handle confidential information appropriately.
• Able to effectively manage multiple projects and attend to daily account and HR matters while maintaining focus and follow through on issues until resolved and delivering results as committed.
• Ability to make recommendations to effectively resolve escalations by using judgment that is consistent with the standards, practices, policies, procedures, regulations and/or government law.
• Outstanding business acumen with ability to understand and operate from the perspective of the business owner.
• Demonstrated proficiency in conducting root cause analysis and strong problem solving and decision-making skills.
• Ability to research and analyze various types of data
• Ability to prioritize and efficiently execute a high volume and broad scope of tasks within tight deadlines, competing demands and changes in the work environment.

Education & Experience

• Bachelor's degree in Human Resources, Business Administration or a related field or equivalent work experience is required.
• Three (3) to five (5) years HR experience
• Proficiency with Microsoft Office software (Excel, Word, PowerPoint, Teams) and demonstrated ability to learn other applications as needed.
• Experience with various HRIS and payroll platforms preferred.
• HCM, HR or payroll outsourcing experience preferred.
• CHRP certification preferred.