Manager, Client Services

2 days ago

Dartmouth, Canada ADP Full time

**Be You. Be Great.**

At ADP we are driven by your success. The future of our company depends on hiring (and developing) people who can make a difference here. We engage your unique Client Service talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

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I**nsightful Expertise** is a core value at ADP. In **Beyond Payroll teams, **we bring the proven expertise and responsiveness of one company and one team to achieve unparalleled partnership with our clients and an unwavering relationship with our internal partners. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.

***:
Lead a high performing national team who thrive at problem solving and focus on world class service at the same time.

**Principle Accountabilities**:
Customer
- Support a team of 15-20 consultants to deliver seamless custom reporting experience to ADP clients.
- Engage with clients, understand their reporting needs and implement/execute optimized reports.
- Liaison with different internal teams located globally to enable technical infrastructure.
- Participate in client meetings (virtual and face to face) to strengthen Service relationship, determine further opportunities, resolve escalations and address root cause of issues.
- Ensure seamless transition between implementation and reporting teams.

Business
- Responsible for daily business operations - Service request management, Call queue management.
- Responsible to meet the service level agreements such as Turn around times, ASA, AHT, shrinkage, conformance etc.
- Responsible in developing innovative and proactive methods to ensure the team achieves core performance standards and business goals as measured by KPIs.
- Coordinate, communicate and initiate follow up with other teams, departments and provide feedback to the Director relating to process improvements or business optimization opportunities.
- Strategy and goal setting by providing direction, conduct regular team meetings to share Corporate and Departmental information, provide an open forum for dialogue, sharing and communication of ideas.
- Ensure consistency while maximizing efficiencies and focusing on quality, innovation and continuous improvement.
- Provide first level ADP Management representation and support for all team members and client engagements including escalations, research and resolution of sensitive inquiries.

Team
- Monitor, evaluate and manage consultant performance, conduct coaching sessions to set goals and objectives, responsible for performance management, training and career development of team.
- Development of team by providing meaningful feedback and developing action plans to ensure continuous growth of associates.
- Team engagement, support and guidance on a regular basis/need basis.
- View and respond on weekly check-in's, conduct one on one's on a weekly basis.
- Create and share associate score cards based on performance metrics and schedule adherence.
- Leading a team through change and ready to take on any challenge; create a culture of can-do attitude.

**Qualifications**
- Management experience in leading a team of consultants or equivalent experience.
- Superior verbal and written communication skills; active listening skills.
- Proven skills, including ability to lead by example, mentor, coach, train and performance manage and act as a positive role model for team members while remaining approachable, objective and resourceful.
- Must possess strong client focus and sense of accountability.
- Demonstrated ability to multitask, probe, analyze and problem solve complex issues.
- Has acquired a thorough understanding of the business and business issues.
- Ability to successfully work in a changing environment and consistently achieve exceptional quality standards.
- Demonstrated prioritization, organization, time-management and follow up skills.
- Post-secondary education or equivalent business experience (3-5 years), CPA Level 2 would be an asset.
- Knowledge of ADP workflow, prior automated payroll experience and a thorough understand of ADP would be an asset.

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 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 or

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