Oversees the day-to-day activities of Team Leaders and Client Service Specialists to established key operational metrics and performance indicators Establishes and communicates goals and provides regular feedback to Client Service Managers, including developmental opportunities. Continuously reviews Central and West AM performance; identifies and appropriately work with Client Service Managers to immediately address opportunities for improvement. Achieves objectives on supporting MAS Core Service to exceed Client retention goals, Avoid Financial exposures, Penalties & Interests and exceed goals for Top 2 Box. Collaborate with US Stakeholders, Payroll and MAS internal departments to ensure Client Service models are met Identifies areas in need of process improvement and solicits feedback from CSS, Team Leaders, Enterprise Stakeholders on service improvements. Creates a high-performance team environment that reinforces CSS and Team Leaders development and retention. Provides periodic performance feedback and conducts annual performance reviews with the team Responsible for recruitment, selection, hiring, compensation management, and performance management of the Core Service West and Client Service Specialists. Proactively work with Enterprise Learning in determining, scheduling and executing teams training requirements. Ensure timely and effective training is delivered to enhance skills of the team. Proactively lead and manage the Staffing requirements, exits and replacements timely to meet Forecast plans, month over month and Quarter over Quarter. Bachelors degree in HCM related field or equivalent education and experience. 3-5 years customer service, benefits administration, payroll, HR, or related experience highly preferred. 3-5 years Leadership role; Front liners and Front Line Leaders Proven proficiency in prioritizing critical client issues and managing workflow required. Effective time management skills, organization, and planning required. Proven experience in Project management, initiatives coordination. Perfect communications skills in Internal stakeholder AND Client facing context. Strong interpersonal, conflict management and mentoring skills. US Benefits & Payroll knowledge is a plus. Technical training or equivalent experience in related technologies and/or systems in implementations is highly preferred (HR, Payroll, Time). Industry related certifications including Professional in Human Resources (PHR), Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC) etc. are a plus. Work experience or certifications in Business Analysis, Networking, Database Usage, SQL is highly preferred.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.