Manager, Professional Advisory Services

4 weeks ago

Calgary, Canada ADP, Inc. Full time

ABOUT ADP

Automatic Data Processing, Inc. (Nasdaq: ADP), with about $10 billion in revenues and about 570,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of human resource, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes.

In Canada, ADP is the leading provider of Employer Services, providing a comprehensive range of payroll, human resources management, benefits administration, time & labour management, occupational health and safety and comprehensive outsourcing services. The company has more than 1,800 associates dedicated to providing a level of personalized attention and expertise that no in-house software package or systems vendor can match. With a client base of more than 50,000 organizations across Canada, ADP pays one in four Canadians in the private sector. Headquartered in Toronto, ADP Canada also has offices in Halifax, Montreal, Calgary, and Vancouver.

Visit www.adp.ca to learn more about the company

POSITION SUMMARY

The Professional Advisory Services Manager is responsible for building and overseeing the day-to-day operational activities of a team of Human Capital Management (HCM) specialists. As a leader, the Advisory Services Manager is responsible for providing coaching, mentoring, and team leadership in ensuring the team’s success.

The Professional Advisory Services team responsibilities include but are not limited to direct client support, i.e. Payroll for Hire and HCM Advisory Services and projects in areas such as Payroll, HR, and Time and Attendance.

The Advisory Services Manager has the overall responsibility for ensuring that each Professional Services engagement is executed with outstanding client experience. Clients and projects can happen during various stages of the client’s lifecycle with ADP, i.e. pre-sales, pre-implementation, during, and post-implementation.

Overall, the Advisory Services Manager effectively communicates and interacts with all stakeholders and is responsible for managing client relationships to achieve excellent levels of client satisfaction.

RESPONSIBILITIES

  • Coach team members on problem resolution strategies, client handling strategies, and project management (with respect to balancing multiple client projects simultaneously).
  • Determine how to assist team members to fill their skill set gap by participation in projects or other learning opportunities.
  • Respond to escalated client questions or issues and manage critical accounts while coaching the HCM Specialist involved on how to avoid potential escalated situations in the future.
  • Conduct benchmarking exercises to measure the team’s efficiency and effectiveness and implement appropriate changes as required.
  • Project staffing needs and budget requirements including strategies to react to variances in Sales volumes (positive or negative).
  • Develop internal relationships with critical areas such as Sales and Service, leveraging these relationships to ensure processes are seamless to the client while maximizing team productivity.
  • Coach direct reports including performance appraisals, training suggestions, and conflict resolution.
  • Participate in budget development and manage costs to those budgets.
  • Represent PS on inter-departmental project groups.

COMPETENCIES

Education:

  • Post-secondary education or related business experience preferred.

Knowledge, Experience, and Skills:

Required:

  • 10+ years of leadership experience.
  • Demonstrated ability to build, lead, coach, and mentor a team of professionals responsible for providing exemplary client experiences to Professional Services clients.
  • Demonstrated ability to take an objective, define success criteria, identify talent requirements, and build the necessary team to bring success.
  • Demonstrated strength in People Management, Project Management, and Client Relationship.
  • Demonstrated superior communication and interpersonal skills.
  • Strong background in reporting, forecasting, and analyzing metrics.
  • Expert planning skills and ability to negotiate project scopes, deliverables, milestones, and resource requirements with internal and external clients.
  • Experienced in developing and maintaining strong relationships with internal and external clients and coordinating efforts of various internal resources and teams to ensure project and business objectives are attained.
  • Demonstrated capability to effectively oversee multiple PS projects with varying complexities.
  • Experience in ensuring project completion is within defined scope, on schedule, and has met or exceeded client expectations, without sacrificing quality.

Preferred:

  • Professional certification preferred, i.e., Project Management, HCM, and/or Payroll related.
  • Knowledge of Implementation processes and practices preferred.

Attributes:

  • Excellent team building skills with both external and internal clients.
  • Excellent written and verbal communication skills.
  • Excellent presentation skills.
  • Client Relationship Management skills.

Note to Job Seekers:
Please note that any offer of employment will be conditional upon a background check, including a criminal record check.

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.

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.

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