As Client Service Team Manager, you will provide guidance, insight, and coaching to your team. Your team will carry the ADP relationship forward after a sale and enable the first interaction between clients and ADP's industry-leading EFS  solutions – Payments, Wisely and Money Movement and more. You and your team will build relationships with clients to achieve long-term success – carrying the weight of ADP's service reputation and client satisfaction in your hands. You will be responsible to engage with clients post implementation to handle their on-going service and ensure best-in-class service.

 

To thrive in this role, you must be comfortable working in a lightly structured environment and be flexible to adapt client solution configuration and training approaches based on scenario. You have a way with clients and the people you lead, building rapport, establishing trust, and shining with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here, but friendships that last in a company that values inclusion.  

 

What you can expect on a typical day: 

Lead daily activities. You will provide leadership, guidance, and direction to team members. You will ensure work is prioritized to meet overall goals and is delivered on time with attention to quality standards. In that capacity, you will oversee the use of standard process workflows, manage escalated client issues, and provide direction on client resolutions. Train and Mentor. You will train and mentor team members, identify development needs, assist team members in creating their individual development plans, and coordinate additional training as needed. Evaluate Associates. You will evaluate associate performance and complete appraisals, including administering corrective action and performance improvement plans. Partner Internally. Your understanding of the Business Unit's strategic goals allows you to function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices. As needed, you will participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.   ##LI-DNI

You have worked in Client Service and/or led Client Service teams for at least 5+ years. Experience: 12+ years of relevant Industry experience with strong experience in both Technology & Service lines. Responsible for Hiring, developing, and leading a team of techno-functional Client Service specialists achieving business objectives. HCM experience is a plus: payroll processing, payments, prepaid/paycard, or banking functions. Business Transformation: Significant skill set with proven abilities and exposure to BPI, Innovation and Automations. Client Experience: Clients and their needs as a primary focus of one's actions; developing and sustaining productive client relationships; taking responsibility for client satisfaction and loyalty. Responsibility: Operating with commitment, effectiveness and integrity; demonstrating effective action and accomplishment; assuming responsibility/accountability for successfully completing assignments or tasks. Collaboration: Facilitating achievement of team goals; identifying, developing and using collaborative relationships to facilitate team and organizational goal achievement. Stakeholder Management: Work closely with US counterparts in achieving the shared goals. Analysis: Identifying and understanding requirements, issues and opportunities and guiding the teams with effective solutions Communication: Excellent written and verbal communication. Strong interpersonal skills required to work with various internal and external stakeholders. Strategic thinking combined with ability to execute effectively will be the differentiator. Have an executive presence. Solicits and responds to feedback while gaining commitment and support. You will be working with clients and internal partners from the US, so work hours will overlap US time zones (8AM to 8 PM ET). Role will initially operate as a frontline supervisor and will eventually move into a Leader of Leader role as the team performs and expands.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.