Client Service Manager,

2 weeks ago

Montréal, Canada ADP Full time

**ADP is hiring an experienced Client Services Manager for WFN NA Autopay & Paytech**. In this position, you will lead our HRC (HR Service Consultant) team to help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

**Unlock Your Career Potential: Human Resources at ADP**. It's at the very core of what we do. Whether it's partnering with associates inside ADP or outside with our clients - you work across all HR disciplines - management, benefits, payroll, risk management and compliance to deliver your human capital management expertise in an increasingly competitive global marketplace.

**DEPARTMENT PROFILE**

HRO provides a selection of Payroll, Human Resources and Benefits Administration services that can act as the Payroll or HR department for clients. These services enable our clients to create a customized solution that fits their current needs, while allowing the flexibility to add on modules as client requirements change or business grows.

***

The HRO Manager, Client Services leads the team in delivering the long-term strategy of the division by ensuring we are providing the highest level of service and support to our associates, internal partners, and clients. In this leadership position, the Manager must ensure the team is acting on the timely resolutions of all assigned client escalations and projects by providing solutions that are aligned to the client's needs and our long-term strategy. Responsibilities include (but are not limited to) training, mentorship, escalation support, client visits, presentations, projects, process optimization, creation, and maintenance of Standard Operating Processes (SOPs) and successful transition of new accounts into Service.

**RESPONSIBILITIES**
- Lead a team of HRC/HRIS professionals who are externally focused on providing service to HRO clients.
- Understand the business vision, values, strategy, and drivers, and create productive partnerships to deliver sustainable HRO solutions
- Lead & role model the HRC function as an active participant in the work to ensure the overall delivery of excellence to our clients
- Take ownership of client escalations, including meeting directly with the client to resolve all issues in a timely manner through troubleshooting and creating action plans, while advising leadership of severity and impact of issues
- Manage multiple assignments and priorities of varying complexity with little to no supervision
- Support on Complex or Key Accounts within Comprehensive Services, taking the lead in working with the main client contacts for issues or projects
- Manage, conduct, and lead client conference calls or on-site client visits; works collaboratively with their respective team members through any resulting action items
- Take ownership, make recommendations, and demonstrate initiative to improve processes leading to sustainable improvement for associates and clients
- Act as a Project Manager for client resolution activities (presentations, dashboards, open item logs, Root Cause Analysis (RCA), ongoing updates)
- Collaborate with clients, internal partners, and third party vendors to conduct thorough testing and deliver high-quality solutions and services
- Explore automation opportunities and proposes solutions to maximize operational efficiency and client satisfaction
- Provide ongoing advice, consultation and support to internal stakeholders, associates, and clients
- Participate in Organizational Readiness projects, and help prepare and update the HRC team for upcoming changes
- Work with Director in identifying possible growth and training opportunities within the HRC team
- Train and mentor associates using various mediums - virtually and/or on the floor
- Provide direct feedback to associates on strengths and areas of opportunities
- Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.

**COMPETENCIES**

**Education**:

- Undergraduate degree in HR, Business Administration or related field or equivalent education/experience

Knowledge, Experience and Skills Required:

- 8+ years increased responsibility in a senior level supervisory/managerial role and experience focused leading a team in a client services environment. Preferred work experience, within a large global organization
- Previous experience in a call-center or related environment
- Superior client service skills (verbal and written), including active listening, presentation, critical and analytical skills
- Adaptable in a fast paced, ever-changing environment with the flexibility to work additional hours to support associates and clients during peak periods
- 3-5 years of HR Experience using HRIS systems
- Extensive knowledge of ADP's WFN Autopay and Paytech HR software and CRM tools
- Excels at leading, organizing and managing multiple client and internal projects on a regular basis
- Ability to probe, analyze, negotiate and proble

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