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.

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

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