Client Service Manager

4 months ago

Etobicoke, 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.

**To learn more about careers in** **Client Service** **at ADP**, **visit**:
**What you’ll do**:
**What you can expect on a typical day**:

- Lead, coach and mentor a Team of Payroll professionals responsible for providing Stellar Service to 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.
- 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.
- Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.

**TO SUCCEED IN THIS ROLE**:

- 3 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**:_Preferred Qualifications_
- Bachelor's Degree
- CPA/CHRP Certification

**YOU'LL LOVE WORKING HERE BECAUSE YOU CAN**:

- **Focus on your mental health and well-being.** We take care of one another and offer support for your well-beingbecause healthy associates are happy ones.
- **Join a company committed to giving back** **and generating a lasting, positive impact** **upon the communities in which we work and live.
- **Knowledge to help you grow.** Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
- **Innovate. Problem-solve.** Shape the future of work with people you like.
- **Balance work and personal time. **Flexibility to integrate work more easily in your everyday life**.**:

- **Go Global. **With operations around the world, exciting new networking opportunities abound.
- **Belong** **by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

**Jobs.adp.ca**

**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 lastin

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