Client Service Manager

3 weeks ago

Dartmouth, Canada ADP Full time

**Note to ADP Associates**:
**At ADP we are driven by your success.** We engage your unique 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.

**Service Delivery at ADP**. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

I
**nsightful Expertise** is a core value at ADP. In
**Major Account Services**, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. 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.

**Principle Accountabilities**:
Customer
- Support a team of 10-12 CSRs to deliver the "effortless client experience"
- Responsible for ensuring proactive engagement with client base and managing any escalations for the team
- 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 all client interactions are handled with professionalism utilizing the "Stellar Service" call quality model and our World Class Service values
- Ensure seamless transition between implementation and service; participate in on-site turnover meetings with Implementation

Business
- Responsible in developing innovative and proactive methods to ensure the team achieves core performance standards and business goals as measured by KPIs
- Coordinate day-to-day activities for a team of CSRs
- Work with all associated partner teams to manage client and team escalations
- Cooperatively work with Sales team in supporting client relationships and requests for information
- 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 CSR performance, conduct coaching sessions to set goals and objectives; Responsible for performance management, training and career development of team
- Development of CSRs by providing meaningful feedback and developing action plans to ensure continuous growth of associates
- Team engagement, support and guidance to CSRs
- Complete performance appraisals for associates.

**Qualifications**
- Minimum 3 years management experience in leading a team of service representatives or equivalent experience
- Superior verbal and written communication skills, couple with strong active listening skills
- Proven supervisory 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 while ensuring the team provides outstanding customer service to all clients
- 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 work flow, prior automated payroll experience and a thorough understand of ADP would be an asset
- Knowledge of Autopay and Paytech would be an asset

**About ADP**

**We power organizations with insightful solutions that drive business success**. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

**ADP is an Equal Opportunity Employer.**

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