Manager, Partner Channels Service

ADP is hiring a **Manager, Partner Channels Service**
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

This position supervises the daily activities of the Partner Channel team(s) supporting all referring and rev share partners as well as wholesale partners to ensure efficient and effective delivery of optimal service to an assigned client base. Accountable for start plan, quality and retention results. Responsible for managing relationships with the SBS sales organization, CPAs and banks, and our partners’ clients. Oversees all functional responsibilities of the partner team(s) functions performed by the Implementation/Service representatives. Team management responsibilities include managing team base assignments, back log, re-distributions, schedule preparation and labor forecasting as well as facility needs. Manages daily partner / client contact statistics and related metrics to achieve ADP and national partner goals and to meet client standards. Manages all human resources issues; determines training requirements; provides continual communication and coordination of functional activities to ensure effective partner support; provides reports to the Director(s)/VP and participates in the decision-making process as required.

Responsible for actively driving Net Promoter Score (NPS) and creating proactive action plans designed to ensure smooth transitions and ongoing support for banking and accountant partners and clients of ADP's products and services. Includes leading a team of 10-12 associates, sometimes through team leads, and one to two functional areas.

The Manager is experienced in managing firm relationships, participates in quarterly business reviews with sales and works with partners to enhance service relationships and generate referral opportunities.

To learn more about careers in Client Service at ADP, visit:
WHAT YOU’LL DO: Responsibilities
What you can expect on a typical day:
Leads a team of highly trained dedicated Partner Channel relationship specialists across multiple locations in Canada to deliver best in class service, channel experience and support
- Leads the daily activities of Partner Channel teams. Ensures adequate coverage and controls workflow in order to meet business objectives in areas including productivity and quality. Manages the relationship with the assigned Sales Team(s). Resolves escalations that cannot be handled at lower levels of the organization. May serve as technical resource for the team.
- Communicates strategic goals; sets and communicates team goals. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Hires and effectively on-boards new associates. Manages associate performance and development and provides feedback.
- Communicates directly with sales partners, SBS leadership team, and/or Firms to resolve escalated issues. Educates consultants and leaders about policies and procedures to minimize Firm impact and financial risk to ADP. Disseminates information between business and Partner Channel team.
- Oversees effective delivery of client satisfaction surveys, including follow-up with clients on positive and negative feedback and expediting service recovery when necessary.
- May manage associates in multiple physical locations. May have special accountability of being the leader in a remote location. Responsible for the management of the sales relationship across all channels teams. Resolves escalated issues promptly with operations, finance, service, or sales
- Manage project tasks to ensure business goals and objectives are accomplished within designated timeframes. This includes but is not limited to the creation of a project plan to include formalized scope and approach, requirements, development plans, test plans training plans, and turnover for operational readiness.

TO SUCCEED IN THIS ROLE: Requirements
- Experience in data collection, root cause analysis and reporting related to client interactions, channels, client surveys, and productivity.
- Experience in evaluating and monitoring client and channel service interactions in the field of payroll or any closely related industry.
- Ability to think strategically and provide recommendations for long term team growth and development.
- General knowledge of payroll and/or HCM, marketing, sales or related field processes.
- Minimum of 5 years of experience of demonstrable experience in leading a high performing division.
- Minimum of 2 years of experience with a proven background in client service.
- Ability to demonstrate a tremendous level of initiative.
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