Manager, Client Services

ABOUT ADP

From our first account in Paterson, N.J., to the more than 610,000 clients we serve around the world today, ADP helps organizations of all types and sizes unlock their business potential. For 60 years, we've led the way in defining the future of business outsourcing solutions. And we remain one of the world's most innovative, diverse and admired companies to work for today.

We're known for transforming the way millions of people approach work. We are a comprehensive global provider of cloud-based Human Capital Management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics and compliance expertise. Our unmatched experience, deep insights, and cutting-edge technology have transformed human resources from a back-office administrative function to a strategic business advantage.

Be You. Be Great.

At ADP we are driven by your success. The future of our company depends on hiring (and developing) people who can make a difference here. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

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POSITION SUMMARY:

Lead a national Client Service team to ensure all aspects of the client service experience achieve World Class Service and Quality standards. Manage the daily business operations of the department

RESPONSIBILITIES:

• Lead and manage a national team of HRMS associates who are responsible for leading the day-to-day application and technical support of ADP Canada's HRMS product offering
• Promote and foster a high-performance virtual work team, emphasize teamwork, empowerment and achievement of world class goals and business targets
• Manage the departmental business requirements -- Billing, GL Details, Losses, Credits, Hardware Management
• In collaboration with key stakeholders in Service Delivery, Finance, Product Management and Sales, pro-actively establish and review on-going workflow processes and standards to ensure productivity and continuous improvement
• Represent HRMS Service at client meetings/conference calls to address client needs
• Manage multiple client issues and priorities, and respond to critical problems accordingly
• Resource appropriate training and tools for HRMS associates to ensure and maintain high level of product and technical competency
• Participate in cross-functional quality improvement

COMPETENCIES:

Education:

• Bachelor's degree in business administration required or equivalent in education and experience

Knowledge, Experience, and Skills:

Required:

• 5 years leadership experience in client service environments with a proven proficiency in identifying and planning activities, ensuring the required infrastructure and processes are in place to support and sustain
• Experience and success in managing a business unit as a profit and loss centre
• Strong understanding of ADP's HRMS product offerings (software & hardware)
• Understanding of ADP's workflow

Attributes:

• Ability to lead, influence, achieve positive outcomes in line with ADP objectives
• Demonstrated experience in leading teams -- performance management, change management
• Excellent verbal, written and presentation communication skills
• Demonstrated commitment to teamwork
• Demonstrated organizational, prioritization and time management skills
• Build strong relationships with key stakeholders
• Achieve high employee engagement
• Achieve high customer satisfaction
• Manage escalated matters and work with internal and external parties to bring issues to resolution
• Responsible for achieving quality service and ensuring client retention targets are met
• Foster associates to learn, develop and adapt to constantly changing work environment
• Solid skills in MS Office (Word / Excel/ PowerPoint), as well as CMS, CRM system experience

Note to Job Seekers

Please note that any offer of employment will be conditional upon a background check, including a criminal record check.

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