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Manager, Case Management Center
1 month ago
As the Manager of the Case Management Center within our HR Tech Major Accounts, you will help our business segment _Evolve Towards Excellence_ by leading a team of Case Management Specialists to take on a broad range of challenges and deliver operational and client experience excellence. As a member of this exciting and fast paced team you will be part of transforming the way we support our Majors Accounts clients and fundamentally change the way we support our clients as we move into the future.
Our world is constantly changing, so a key part of being successful in this role involves being able to adapt and thrive in an ambiguous and every changing environment. You will have a real passion for solving complex business problems with energy and enthusiasm. You are detail oriented and have an outside-in perspective and take pride in operational excellence.
**Key Responsibilities**
- Reporting to the Senior Manager, Center of Business Innovation and managing a team of 10 - 15 onshore associates with accountability on performance of offshore resources tasked with resolving Service Requests
- Be a role model by mentoring and coaching junior associates to help share knowledge on process improvement and change management methodologies
- Leveraging the three key pillars to deliver success: Measure, Manage and Improve
- Lead collaboration of internal and external teams to ensure timely resolution of Service Requests. Taking ownership of all Service Requests until resolution
- Lead and facilitate meetings and working sessions with cross-functional stakeholders to identify, own and implement initiatives that improve operational process all the way through sustained benefits realization to increase quality and performance
- Provide status updates and written reports for clients, management and executive teams
- Determine correct escalation path and ensure adequate support is provided in a timely manner
- Partner with business areas in identifying and prioritizing process improvement, business analysis and overall responsibility for continuous improvement of processes and procedures
- Gather critical information to identify data points and process gaps to extrapolate business benefits
- Participate in Workforce Planning review and develop contingency plans to manage fluctuations to capacity
- Perform daily operational management of Service Requests volume across all products and across all teams
- Driving improved quality, reduced resolution time and reduce cost to serve
- Work through your new and innovative ideas for positive change and target extraordinary results through process improvement
**To Succeed in this Role**:
- You are an excellent decision-maker with a focus on timely resolution in the most efficient way possible
- You are distinguished for your exceptional written and verbale communication skills, along with an ability to work under mínimal supervision
- You are an energetic self-starter, results driven achiever who has clear vision and can lead through change
- Creative thinker with a passion for process improvement and a new way for doing things
- Seeks and strives for perfection by identifying and executing process optimization and automation opportunities
- You will be able to connect with different leaders and stakeholders across the organization through your initiatives creating potential career growth opportunities as you transform the way we resolve client service requests
- You will leverage fair process and collaboration through your engagement with cross-functional areas in planning and analysis, prioritize and define the future mode of operation that will enable improvement activities
- You have been recognized for building strong relationships with various level of positions across the organization including senior leaders through excellent collaboration skills
- You are able to manage multiple on-going projects that involve multiple facets and variables to adept to changing demands and requirements while creating a structured approach to deliver on business outcomes
- You are resilient, agile and have the ability to thrive in a fast-changing dynamic environment making you a great fit in our high-performance team
- A strong desire to grow and develop within the role
**Qualifications**:
- 5-7+ years in a client facing role dealing with client escalation management experience
- 7+ years experience in business analysis, process improvement, project management
- Background and/or past experience in payroll process support
- Bachelor's degree (or equivalent in post-secondary education and experience)
- Additional certifications relating to HR, Benefits Administration and/or Payroll
- Fluency in French and English (verbal and written) is preferred
LISERVICE
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**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 th
