1+ months

Comprehensive Outsourcing Services Manager

Toronto, ON M9C

ADP is hiring an experienced Service Manager. In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.


A service professional that manages a base of client accounts within the Comprehensive Outsourcing Services team. The Manager oversees the daily client payroll processes and escalations and leads a team comprising of Payroll Specialists. The manager deals with ADP Canada departments such as the Implementation team, Sales, and Client Services.


  • Lead, coach and mentor a Team of Payroll professionals responsible for providing Stellar Service to high value clients throughout Canada.
  • Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure.
  • Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency.
  • Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences.
  • Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur.
  • Ensures that all research projects contain appropriate documentation to clients and meet the guidelines established for what Comprehensive HR can and cannot provide.
  • Facilitates and coordinates communication throughout the team and works collaboratively with all internal clients/partners
  • Serve as the primary escalation point for clients. Develop, own and strengthen the relationship with our clients.
  • Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the Team.
  • Support Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement.
  • Participates and/or leads departmental or Comprehensive task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables.
  • Collaborate effectively with the broader Comprehensive Services team to ensure alignment with the North American offering, service philosophy and client expectations.
  • Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.


  • Five to seven years of experience in a leadership role within a client services environment required
  • Strong Customer Service experience with the ability to deal with complex situations
  • Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourceful
  • Advanced experience with computer software applications including Word, Excel,and outlook
  • Superior client service skills (both verbal and written) and strong active listening skills
  • Effective communication skills
  • Ability to collaborate & work effectively within cross functional teams


- Bachelor's Degree preferred
- CPA/CHRP Certification is an asset

About ADP:

We power 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 business outsourcing and human capital management solutions world-wide.

ADP is an Equal Opportunity Employer.


Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

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, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2020-08-19 Expires: 2020-10-17

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Comprehensive Outsourcing Services Manager

Toronto, ON M9C

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