Professional Advisory Services Manager
2 hours ago
About ADP
ADP, Inc. is a leading provider of business outsourcing solutions, serving over 570,000 clients worldwide. With a rich history spanning over 60 years, ADP offers a comprehensive range of human resource, payroll, tax, and benefits administration solutions from a single source. Our easy-to-use solutions for employers provide superior value to companies of all types and sizes.
In Canada, ADP is the leading provider of Employer Services, offering a wide range of payroll, human resources management, benefits administration, time & labour management, occupational health and safety, and comprehensive outsourcing services. Our team of over 1,800 associates is dedicated to providing personalized attention and expertise to our clients.
Job Summary
The Professional Advisory Services Manager is responsible for leading a team of Human Capital Management (HCM) specialists in delivering exceptional client experiences. This role involves building and overseeing the day-to-day operational activities of the team, providing coaching, mentoring, and team leadership to ensure the team's success.
Key Responsibilities
- Coach team members on problem resolution strategies, client handling strategies, and project management to balance multiple client projects simultaneously.
- Determine how to assist team members in filling their skill set gaps through participation in projects or other learning opportunities.
- Respond to escalated client questions or issues and manage critical accounts while coaching the HCM Specialist involved on how to avoid potential escalated situations in the future.
- Conduct benchmarking exercises to measure the team's efficiency and effectiveness and implement appropriate changes as required.
- Project staffing needs and budget requirements, including strategies to react to variances in Sales volumes (positive or negative).
- Develop internal relationships with critical areas such as Sales, Service, etc., and leverage these relationships to ensure processes are seamless to the client while maximizing the team's productivity.
- Coach direct reports, including performance appraisals, training suggestions, and conflict resolution.
- Participate in budget development and manage costs to those budgets.
- Represent PS on inter-departmental project groups.
Requirements
- 10+ years of leadership experience.
- Demonstrated ability to build, lead, coach, and mentor a team of professionals responsible for providing exemplary client experiences to Professional Services clients.
- Demonstrated ability to take an objective, define success criteria, identify talent requirements, and build the necessary team to bring success.
- Demonstrated strength in People Management, Project Management, and Client Relationship.
- Demonstrated superior communication and interpersonal skills.
- Strong background in reporting, forecasting, and analyzing metrics.
- Expert planning skills and ability to negotiate project scopes, deliverables, milestones, and resource requirements with internal and external clients.
- Experienced in developing and maintaining strong relationships with internal and external clients and coordinating efforts of various internal resources and teams to ensure project and business objectives are attained.
- Demonstrated capability to effectively oversee multiple PS projects with varying complexities.
- Experience in ensuring project completion is within defined scope, on schedule, and has met or exceeded client expectations, without sacrificing quality.
Preferred Qualifications
- Professional certification preferred, i.e., Project Management, HCM, and/or Payroll related.
- Knowledge of Implementation processes and practices preferred.
Attributes
- Excellent team building skills with both external and internal clients.
- Excellent written and verbal communication skills.
- Excellent presentation skills.
- Client Relationship Management skills.
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