Job reference #6170_8315557
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 Delivery 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.
Insightful Expertise is a core value at ADP. In National Account Services, it’s one of the reasons the world’s largest companies – including 80% of the Fortune 500 – count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success – and are looking for like-minded individuals who want to be part of our winning team.
Principle Accountabilities:
Customer
– Support a team of 10 – 12 CSRs to deliver the “effortless client experience”
– Responsible for ensuring proactive engagement with client base and managing any escalations for the team
– Participate in client meetings (virtual and face to face) to strengthen Service relationship, determine further opportunities, resolve escalations and address root cause of issues
– Ensure all client interactions are handled with professionalism utilizing the “Stellar Service” call quality model and our World Class Service values
– Ensure seamless transition between implementation and service; participate in on-site turnover meetings with Implementation
Business
– Responsible in developing innovative and proactive methods to ensure the team achieves core performance standards and business goals as measured by KPIs
– Coordinate day-to-day activities for a team of CSRs
– Work with all associated partner teams to manage client and team escalations
– Cooperatively work with Sales team in supporting client relationships and requests for information
– Coordinate, communicate and initiate follow up with other teams, departments and provide feedback to the Director relating to process improvements or business optimization opportunities
Team
– Monitor, evaluate and manage CSR performance, conduct coaching sessions to set goals and objectives
– Development of CSRs by providing meaningful feedback and developing action plans to ensure continuous growth of associates
– Team engagement, strategy and goal setting by providing direction, support and guidance to CSRs
– Complete performance appraisals for associates
Qualifications:
-Mimimun 3 years management experience in leading a tem of client service representatives
– Superior verbal and written communication skills , coupled with strong active listening skills
– Proven Supervisory skills, including the ability to lead by example, mentor, coach, train, performance manage and act as a positive role model for team members, while remaining approachable, objective and resourceful
– Strong proponent of Employer Of Choice and World Class Service initiatives including Respect and Collaboration and Situational Leadership Models.
– Must possess a strong client focus and sense of accountability.
– Demonstrated ability to multitask, probe, analyze and problem-solve complex issues.
– Has acquired a thorough understanding of the business and business issues. Ability to successfully work in a changing environment and consistently achieve exceptional quality standards, while ensuring the team provides outstanding customer service to all clients
– Demonstrated prioritization, organization, time-management and follow up skills.
– Post-secondary education or equivalent business experience (3-5 years), CPA Level 2 would be an asset
– Knowledge of ADP work flow, prior automated payroll experience and a thorough understanding of ADP would be an asset
– Knowledge of Auto Pay and Pay Tech would be an asset
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.
NOTE TO APPLICANTS:
Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.
ADP Canada will recruit, select, orient, develop, and promote associates based on our strategic direction and our values. We have made a commitment to address barriers in our employment processes and are committed to providing accommodations for people with disabilities. If you require an accommodation, please contact our Canadian Head Office at 416-207-2900 and ask to speak to an ADP Canada Human Resource associate or email Canada.Accessibility@ADP.com.
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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.
