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Client Service Manager

Dartmouth, NS B3B 0B5, Canada

Jobs Client Service

Job reference #6170_8650997

Unlock Your Career Potential: Leadership at ADP. At ADP, we’re passionate about leading the way in Human Capital Management. Through leading-edge innovation, we’re quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you’ll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.
 
ADP is hiring a Team Manager. In this position, you’ll leverage your Client Service Management expertise to assist the Team Director in establishing the direction of daily activities, ensuring efficient Client Service Delivery, creating an overall productive and enjoyable working environment for employees to help achieve these goals.
 
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, and Social Responsibility.
 
RESPONSIBILITIES
* Manage a team of ~10-15 associates
* Responsible for managing the data to day case management operations
* Establish case management protocols and standard operating procedures (SOP’s) Achieve and exceed: Case turn-around SLA of 48 hours, ensure partner SLA’s are met
* Responsible for the identification, development, implementation, and monitoring of all processes, procedures, tools, and metrics to enhance case resolution performance and drive efficiency/productivity
* Development and implementation of performance metrics at the segment/associate level, and corresponding tracking mechanisms
* Partner with other functions to resolve client issues in the most efficient manner Implementation of tactics to reduce case volumes and partner with Service to reduce client contacts
* Complete data analysis to drive key insights into our business and develop action plans
* Uncovers client needs, sources the cause of the issue through the use of effective probing techniques, and provides resolutions ensuring a Stellar Service client experience
* Ensures proper, timely follow-up on assigned cases to ensure service level agreements meet ADP standards and that the client experience is seamless, Participates in ADP client retention efforts, including helping to identify clients-at-risk
* Creates accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base. Identifies, recommends, or refers any issues or opportunities which arise from client queries, to the appropriate internal ADP Business Unit
* Gains a broad understanding of products including the many complex features and configuration options.
* Continually upgrades knowledge and skill base through a wide variety of available resources to ensure familiarity, on appropriate statutory laws, or legislative rulings that impact clients; learns future products and new tools as they are deployed.
* Completes new hire and ongoing training programs as designed
* Learns, understands, maintains and contributes to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.
* Partner within and across the function to drive business wide initiatives and strategies that deliver on set goals and yield results
* Work with a diverse, virtual and global team of peers (within SD and partners) all collaborating and working together to create an exceptional customer experience.

 
QUALIFICATIONS:
 
Education:
* Bachelor’s preferred (or equivalent in post-secondary education and experience). Preferably in business and/or human resources management.
* Additional certifications relating to HR, Benefits Administration and/or Payroll are an asset.
Required Skills, experience and abilities:
* Practical experience with Payroll and HR software applications, softwre configuration and client systems.
* Basic understanding of payroll processing workflow from input to delivery of the payroll. Completion of Payroll Fundamentals, and Payroll Compliance Legislation as well as sound knowledge of Best Payroll Practices an asset
* Working knowledge of ADP’s Paytech mainframe and products
* Practical knowledge and/or understanding of Human Resources/Talent Management/HR Management Systems an asset
* Proficiency in English and French an asset (verbal and written) preferred.  French language skill is a plus and not required.
Attributes:
* Excellent organizational skills and the ability to manage multiple projects and competing priorities
* Excellent change- leadership skills
* Excellent relationship-building and collaboration skills
* Technically savvy with the ability to systematically instruct clients on the use of ADP products and systems. Proficient with MS Office (Word, Excel, PowerPoint & Outlook)
* Balances multiple client commitments against new requests in a fast paced, dynamic, environment.
* Ability to work independently as well as in a team environment while demonstrating resourcefulness in the use of available tools and support resources
* Active listening skills and high impact oral and written communications skills to effectively receive, interpret and disseminate information in a manner that is clear and concise
* Professional and polished telephone manner


Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive 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 65 years of experience as one of the largest providers of human capital management solutions world-wide.

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.

ID #5576 Location Dartmouth, NS B3B 0B5, Canada Industry Client Service Type Full Time Role Client Service Manager Career Level Presence Office

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Communication
Organizational
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2 Languages
(Native)

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Full Time /Month
Benefits

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