Manager, Client Services

4 weeks ago

Etobicoke, Canada ADP Full time

ADP is hiring a **Manager, Client Services**in **Upmarket Account Services** (MAS, Upmarket)**.**
- _Are you ready to grow_ _your career_ _and lead a team at an_ _established, respected, global_ _company?_ _
- _Are you empathic to client needs, the people you lead, and internal partners to drive success?_
- _Are you looking for an inclusive environment with a culture of collaboration and belonging?_

If so, this may be an opportunity for you. Read on and decide for yourself.

In this role, you will lead a team of dedicated HCM Consultants that serves as ADP's front-line for solving clients' challenges - including issue resolution, answering questions, helping clients, training their users on ADP technology, mainframe programming and more. You and your team carry the weight of ADP’s service reputation and client satisfaction in your hands. Each dedicated HCM Consultant on the team is responsible for a book of business and provides their assigned clients with white glove support.

Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction of your team’s daily activities, coaching and developing your team members, creating an overall productive and enjoyable working environment for your team, and managing and resolving client escalations.

**Insightful Expertise** is a core value at ADP. 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.We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

**A little about ADP**:We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more.

**WHAT YOU'LL DO**:_Responsibilities_

**What you can expect on a typical day**:
**Lead the Daily Activities of Your Team.** You will provide leadership, guidance, and direction to a team of ~10 Upmarket HCM Consultants with attention to quality standards, priorities, and overall goals. You will also track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods like Year End. You will analyze team statistics and prepare reports for your leadership.

**Coach and Develop.** You will mentor team members and identify development needs across the team, working with stakeholders and leadership to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire/fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management to include scheduling and succession planning.

**Manage escalations and resolve clients' issues.** You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with clients and representatives to resolve issues. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."

**Implement Strategic Goals and Partner Internally.**You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices. You may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

**TO SUCCEED IN THIS ROLE**:_ _**_Required Qualifications_
- At least 5 years of client service experience, hands-on working experience in developing business strategies and process.
- At least 3 years of people leadership or equivalent experience.

**BONUS POINTS FOR THESE**: _Preferred Qualifications_
- Bachelor’s Degree (or equivalent in post-secondary education or business experience).
- PCP or PLP certifications from NPI.
- Additional certifications and experience relating to HR, Benefits Administration and/or Payroll.
- Knowledge

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