Manager, Client Services - Upmarket Accounts

Fairygodboss; Toronto; On-site; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Best-in-class benefits starting Day 1

Career growth opportunities

Company-paid time off for volunteering

Job summary

Fairygodboss is seeking a Manager of Client Services in Toronto, Ontario. This role involves leading a team of HCM consultants, ensuring quality in service delivery, and meeting client expectations. A successful candidate will have a strong background in client services, mentoring, and leadership.

The position requires at least 5 years of client service experience and a Bachelor's Degree. Fairygodboss promotes a culture of equity and inclusion with opportunities for career growth and development.

Qualifications

• 5+ years of client service experience, including business strategy development.
• 3+ years of people leadership experience.

Responsibilities

• Lead team activities and ensure quality standards.
• Mentor team members and coordinate training.
• Manage escalated client issues and strive for satisfaction.
• Implement business unit strategic goals.

Skills

Client service experience

People leadership

Mentoring

Communication

Education

Bachelor's Degree or equivalent

Tools

ADP products and services knowledge

Job description

ADP is hiring a Manager, Client Services in Upmarket Account Services (MAS, Upmarket).

Responsibilities

• Lead the Daily Activities of Your Team. Provide leadership, guidance, and direction to a team of up to 10 Upmarket HCM Consultants, ensuring quality standards and priorities are met, tracking productivity and performance standards, and preparing reports for leadership.
• Coach and Develop. Mentor team members, identify development needs, coordinate training, evaluate associates, complete performance appraisals, develop Individual Development Plans, administer corrective action and performance improvement plans, and hold hire/fire authority in conjunction with Human Resources.
• Manage Escalations and Resolve Clients' Issues. Manage escalated client issues, provide direction to your team, use strong interpersonal skills to communicate with clients and representatives, strive to exceed client expectations, and uphold the highest ethical standards.
• Implement Strategic Goals and Partner Internally. Understand your Business Unit's strategic goals, implement and achieve them, act as a consultant and business partner to other groups within ADP, collaborate to establish best practices, and participate in task forces, strategic initiatives, and stretch assignments.

Required Qualifications

• At least 5 years of client service experience, hands‑on experience in developing business strategies and processes.
• At least 3 years of people leadership or equivalent experience.

Preferred Qualifications

• Bachelor's Degree (or equivalent in post‑secondary education or business experience).
• PCP or PLP certifications from NPI.
• Additional certifications and experience related to HR, Benefits Administration and/or Payroll.
• Knowledge and experience with ADP products and services.

Benefits & Work Environment

• Be yourself in a culture that values equity, inclusion, and belonging.
• Join one of nine Business Resource Groups to connect globally with networks and allies.
• Grow your career in an agile, fast‑paced environment with opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Best‑in‑class benefits start on Day 1.
• Focus on mental health and well‑being with support and resources.
• Committed to giving back and generating lasting positive impact in communities.
• Company‑paid time off for volunteering for causes you care about.

About ADP

ADP is a global leader in human resources technology, offering AI and machine learning‑enhanced payroll, tax, human resources, benefits, and more. ADP values inclusiveness, collaboration, and innovation, and has received recognition as a Best Places to Work and for diversity, equity, and inclusion.

Equal Employment Opportunity

ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. ADP expects its people to uphold its values with the highest level of integrity.

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos