Client Service Manager

2 weeks ago

Montréal, Canada ADP Full time

**ADP is hiring a Client Service Manager**
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?

Well, this may be the role for you. Ready to make your mark?

As a** Client Service Manager**, you’ll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

A service professional that manages a base of client accounts within the Comprehensive HR team. The Manager oversees the daily client payroll/HR processes and escalations and leads a team comprising of Payroll Consultants, Specialists, and HR Service consultants. The manager deals with ADP Canada departments such as the Implementation team, Sales, and Client Services.

To thrive in this role, you must be comfortable working in a metrics-driven environment. You are eager to learn and adapt well to change. You have a way with clients that builds rapport, establishes trust, and shines 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.

**A little about ADP**:
**To learn more about careers in** **Client Service** **at ADP**, **visit**:
**What you’ll do**:

- Lead, coach and mentor a Team of Payroll professionals responsible for providing Stellar Service to high value clients throughout Canada.
- Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure.
- Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency.
- Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences.
- Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur.
- Ensures that all research projects contain appropriate documentation to clients and meet the guidelines established for what Comprehensive HR can and cannot provide.
- Facilitates and coordinates communication throughout the team and works collaboratively with all internal clients/partners.
- Serve as the primary escalation point for clients. Develop, own and strengthen the relationship with our clients.
- Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the Team.
- Support Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement.
- Participates and/or leads departmental or Comprehensive task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables.
- Collaborate effectively with the broader Comprehensive Services team to ensure alignment with the North American offering, service philosophy and client expectations.
- Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.

**TO SUCCEED IN THIS ROLE**:

- 5-7 years of experience in a leadership role within a client services environment
- Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourceful.
- Superior client service skills (both verbal and written) and strong active listening skills
- Effective communication skills.
- Ability to collaborate & work effectively within cross functional teams.
- Functional Canadian payroll and/or HR expertise required.
- English/French Bilingualism is mandatory in Montreal.

**Bonus points for these**:

- Bachelor's Degree
- CPA/CHRP Certification

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**:
LI-EU1

LI-Hybrid

**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.

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