ADP is hiring a Manager Relationship Services. In this position you will oversee the daily activities of the Retention team with the objective of exceeding our client’s expectations to positively impact client satisfaction and loss prevention for all non-relationship managed clients, equating to approximately 85-90% of the Service Center revenue. Drives the Retention Team to resell clients on the ADP value, quickly mobilizing appropriate resources to resolve critical service issues, while deploying an effective account strategy with winning negotiation skills. Uses business acumen and decision making skills to resolve escalated client issues and minimize lost dollars. Ensures timely and accurate reporting of loss data to contribute to accurate financial reporting and predictive analytics to be used in proactive initiatives creation. As part of this process, is also responsible for coaching associates to take action to save clients at risk. Provides reporting and analysis on loss results, including trend data that is used throughout the organization to develop loss reduction plans. Provides continual communication and coordination of functional activities with other departments to ensure effective client support, with an emphasis on sharing opportunities and collaborating with Sales. Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings and individual performance planning. Leads all human resource-related activities for the team, including talent recruitment, development and retention. Determines training requirements. Some travel required, as necessary.

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.

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.

RESPONSIBILITIES:

• Manages all daily activities of the Retention team, including proactive outreach programs, and price increase and/or negotiations for all non-relationship managed clients (approximately 85-90% of Service Center revenue).
• Ensures appropriate support is delivered in an effective and timely manner for all of the above programs.
• Works directly with clients on escalated situations that require management level involvement, including issue resolution, price negotiations/concessions, C level communications, etc.
• Implements effective account strategy and proactive initiatives to drive Client Retention.
• Seeks and leverages competitive intelligence to increase save ratios.
• Ensures effective case management activity and productivity, effective and timely follow up, and closure of cases.
• Monitors the department’s performance and participates in the decision making process to ensure efficiencies and to maximize productivity.
• Suggests improvements for process and procedures so that established goals are met and that critical client issues are handled in the most effective way.
• Participates on task force teams that focus on improving loss reduction.
• Provides reports as required for CART activity, price increase/reduction activity, loss/TLB.
• Analyzes data to identify trends and makes recommendations to improve business process and strategy.
• In conjunction with the Relationship Management VP, establishes clearly defined team and individual goals and objectives.
• Communicates all goals to associates through department meetings and individual performance planning sessions.
• Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates.
• Responsible for participating in department hires and terminations as required.
• Provides backup support, including ERM oversight, as required on behalf of the Relationship Management VP.
• Determines team and individual training and development requirements.
• Ensures that timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team and overall department.
• Encourages, recognizes and rewards ongoing associate development.
• Uses coaching opportunities to further enhance the associate’s performance.
• Prepares associates for growth opportunities.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• 3 to 5 Years of Directly Related Experience

PREFERRED QUALIFICATIONS:Preference will be given to candidates who have the following:

• Bachelor’s Degree or its equivalent in education and experience
• Internal ADP Service/ Implementation Center experience as a manager
• Written and verbal communication
• Judgment and decision making.
• Negotiation and persuasion
• Organizational and time management
• Conflict resolution
• Results oriented