Client Care Lead

1 week ago

Etobicoke, Canada ADP Full time

As a Client Care Lead within our HRTech Major Accounts, you will help our business segment Evolve Towards Excellence by supporting all initiatives and activities related to delivering an exceptional customer experience. You will be empowered to work cross functionally across ADP Canada to advocate on behalf of our Major Clients supporting technology, process, and culture change initiatives.

Our world is constantly changing, so a key part of being successful in this role involves being able to adapt and thrive in an ambiguous and every changing environment. You will also possess an enormous amount of grit and determination to ensure not only the timely resolution of client issues and escalations but also working to reduce the root cause and moving the business to a more efficient way of operating while always keeping a pulse on the client experience.

**Key Responsibilities**
- Manage and resolve escalations that come through various channels (leadership team, internal partners, senior leadership and corporate escalation department)
- Meet with client to understand issues, provide status and estimated resolution time to clients ensuring escalation is addressed while coordinating key resources internally to ensure timely and satisfactory resolution
- Identify, catalogue and propose initiatives to reduce and/or eliminate root cause of escalation
- Managing Net Promoter Score Close Loop Process: manage the end-to-end cycle from proactive call out with the goal of increasing response rate and overall NPS score, tracking NPS scores and trends, following up on client responses, closing out issues or working to incorporate action plans into key immediate, short-term or long-term initiatives
- Executing Quarterly Success Reviews to ensuring we are meeting client experience goals (as part of our Customer Success Plan)
- Support communication out to leadership team on metrics related to Client Satisfaction providing trend analysis, insights, status updates and impact of client experience impacting initiatives

**To Succeed in this Role**:

- You are highly motivated and driven to ensure the client is satisfied with the resolution in a timely manner
- You strive to deliver the best customer experience in everything you do in the most efficient manner possible, identifying opportunities to reduce effort and waste
- An agile solution seeker, a problem solver who always can find the answer even in times of fast paced change
- A collaborative spirit. You achieve more with others and value an inclusive culture where you can be you.
- You live by integrity and deliver on promises every time
- You have strong business acumen with the proven ability to quickly grasp complex technical concepts and synthesize them into clear and meaningful communications
- You are able to balance profitability, revenue generation and customer satisfaction
- Enthusiastic about leading customers in a continuously changing, dynamic environment
- Persuasive and influential trusted advisor who listens, learns, is curious, sees the nuances, applies facts and data to articulate a compelling story in a clear and concise manner
- Relentlessly focused on our customers, anticipating their needs, thinking about how to make things easier for them
- A strong desire to grow and develop within the role

**Qualifications**:

- 1-5+ years in a client facing role dealing with client escalation management experience
- Background and/or past experience in payroll process support
- Bachelor's degree (or equivalent in post-secondary education and experience)
- Additional certifications relating to HR, Benefits Administration and/or Payroll
- Fluency in French and English (verbal and written) is preferred

LISERVICE

LI-EU1

LI-Hybrid

**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 origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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