Job reference #6170_8605703

At ADP we are driven by your success. 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.

Service Excellence is a core value at ADP. In our Small Business Services division, we are committed to providing accurate, convenient, risk-free payroll, tax processing and integrated business solutions for small businesses across the US. Did you know that over 95% of our small business clients are not only satisfied with ADP’s services but would recommend ADP to someone else? How would that kind of success impact your career?

Client support at ADP. It’s all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

The SBS Client Services Team Leader provides effective management of the Implementation function. Responsible for accepting sales orders, reviewing them for accuracy, and managing the new clients’ transition to ADP from setup through successful transition to regular processing. Ensures quality and productivity objectives are met consistently. Manages the Sales relationship. Provides acquisition support as necessary.

• Manages the Implementation function to meet all implementation objectives including start volume, start timing, productivity, and quality.
• Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Implements initiatives and processes to improve all aspects of service delivery. Provides feedback to service operations.
• Manages the sales relationship for the assigned sales organization. Ensures the successful resolution of escalated sales issues. Works closely with the sales organization to anticipate start volume and ensure timely, high-quality starts. Consistently communicates changes in processes/procedures and other relevant information to the sales organization.
• Sets and communicates team goals. Develops tactical plans to reach these goals. Translates SBS Service vision into meaningful associate messages and regularly communicates with associates.
• Creates a high-performance team environment that supports/reinforces associate development and retention. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of the implementation staff. Determines the implementation organization’s training requirements. Ensure timely and effective training is delivered to enhance skills of the implementation team.
• Partners with Sales, Client Services, Teledata and other functional groups to deliver the best possible overall client experience. Communicates process/functional changes to group outside of implementation as needed.

REQUIREMENTS:

• Graduate of business administration/management, accounting or other related disciplines is an asset.
• 3-5 years customer service, Accounts Payable, or Finance / Purchasing related experience.
• 2 -3 years SME, mentor or supervisory experience.
• CPP or FPC certification preferred.

COMPETENCIES:

• Delivering world-class service and satisfaction to all clients – internal, external, diverse and emerging.
• Maintaining focus to deliver results in a fast-pace and diverse environment.
• Motivating and managing exceptional team performance, making the most of associates’ diverse strengths and skills.
• Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.
• Providing opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP’s overall success.
• Holding self and other to the highest personal and professional standards, becoming a role model for ADP vision and values.
• Reinforcing our vision and strategy through words and actions to support ADP business goals.
• Sharing ideas and information across diverse audiences to drive our business.
• Using good judgment and risk assessment to make business decisions that keep the overall benefit to ADP in mind.

About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.