1+ months

Service Team Manager - 6006571205142019

Manchester, TN 37355
  • Job Code

JOB TITLE: Service Team Manager
DEPARTMENT: Managed Service
REPORTS TO: Senior Service Manager or Head of Service


Effective leadership of people and management of processes to ensure quality, consistency and excellence of service. Building and maintaining effective client relationships to ensure thorough understanding of clients in your team's portfolio, including detailed knowledge of the client's business and their requirements from ADP.


To ensure delivery of excellent service through:
* Maintaining and improving client relationships
* Troubleshoot technical problems and engage technical teams where appropriate to assist
* Focus on NPS for client base and drive improvements in this metric
* Be available and visible to our clients, in terms of regular contact through calls, site visits and off site meetings where appropriate
* Manage stakeholders, including senior management at ADP
* Build and maintain a high performing team
* Provide effective leadership, direction, management and oversight to circa 10 payroll specialists

Key Duties:

* Build and maintain strong working relationships with client base
* Manage performance of team, using TE, appraisal, and performance/attendance management process
* Leverage internal resources to assist in resolving client and team issues
* Communication to clients, associates and colleagues in regard to all matters that may affect client payrolls / service delivery
* client visits and visits to Chertsey office when necessary
* Manage change effectively, and be an advocate for new products/processes
* Improve processes through the relevant channels such as the Business Excellence Team and BPI initiatives
* Manage and improve associate engagement results through effective and robust improvement plans
* Maximise NPS and use client feedback to identify and act upon areas for improvement
* Analyse performance reports to identify trends and areas for improvement
* Ensure service level agreements between ADP and clients are being met
* Management of client contact including service reviews, calls, meetings and client visits
* Monitor and ensure agreed processes and procedures are carried out in regard to payroll processing
* Ensure all client payroll procedures are current
* Plan and manage delivery of all client "end of year" and P11d requirements
* Manage day-to-day resourcing within your team
* Manage the day-to-day activities of team members to ensure payroll deadlines are met
* Sign off payrolls for live BACS transmission
* Evaluate associates' workloads to ensure the efficient distribution of new business within the team
* Ensure that associates are adequately trained and developed
* Ensure that associates are aware of and are applying current legislation
* Create and execute training plans for new members of staff and existing staff were required
* Carry out 1:1s and performance reviews in line with ADP policy; create, support and monitor personal development plans for team members
* Maintain knowledge of current ADP products and services
* Carry out other duties as required to fulfil the role


Knowledge required:

* Payroll Knowledge (desirable but not essential)
* Strong customer service skills
* Strong people management and leadership skills
* Process and quality improvement experience
* Microsoft Office, including Excel, Word and PowerPoint

Skills required - Must be able to demonstrate the following competencies:

* Innovation and problem solving
* Financial and commercial awareness
* Communication and influencing
* Teamwork and co-operation
* Results orientation
* Flexibility and organisational commitment
* Managing Performance
* Developing Others
* Leadership.


* Operations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement
* Chairing and managing internal and external meetings
* Experience of working with and consistently delivering to client SLAs
* Effective communication skills, both verbal and written, at all levels

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: 2019-06-10 Expires: 2019-08-08

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Service Team Manager - 6006571205142019

Manchester, TN 37355

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