Manager, Partner Channels Service / Gestionnaire, Service de canaux partenaires

ADP; Montreal; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading HR solutions provider is seeking a Manager for Partner Channels Service in Montreal. You will lead a team to ensure top-tier service to partners and clients, manage day-to-day operations, and maintain relationships with various stakeholders. Candidates should have strong leadership skills, experience in client services, and a Bachelor's degree. This role offers opportunities for career advancement in a collaborative environment.

Benefits

Ongoing training and development

Flexibility for work-life balance

Support for mental health and well-being

Qualifications

• 5+ years of experience in leading a high-performing division.
• 2+ years of experience in client service.
• Ability to demonstrate initiative and maintain client confidentiality.

Responsibilities

• Lead a team of Partner Channel specialists.
• Manage client interactions and escalated issues.
• Set and communicate team goals.

Skills

Leadership

Communication

Problem-solving

Interpersonal Skills

Education

Bachelor's Degree

Job description

ADP is hiring a Manager, Partner Channels Service

Overview: This position supervises the daily activities of the Partner Channel team(s) supporting all referring and rev share partners as well as wholesale partners to ensure efficient and effective delivery of optimal service to an assigned client base. Accountable for start plan, quality and retention results. Responsible for managing relationships with the SBS sales organization, CPAs and banks, and our partners’ clients. Oversees all functional responsibilities of the partner team(s) functions performed by the Implementation/Service representatives. Team management responsibilities include managing team base assignments, backlog, re-distributions, schedule preparation and labor forecasting as well as facility needs. Manages daily partner / client contact statistics and related metrics to achieve ADP and national partner goals and to meet client standards. Manages all human resources issues; determines training requirements; provides continual communication and coordination of functional activities to ensure effective partner support; provides reports to the Director(s)/VP and participates in the decision-making process as required.

Responsible for actively driving Net Promoter Score (NPS) and creating proactive action plans designed to ensure smooth transitions and ongoing support for banking and accountant partners and clients of ADP's products and services. Includes leading a team of 10-12 associates, sometimes through team leads, and one to two functional areas.

The Manager is experienced in managing firm relationships, participates in quarterly business reviews with sales and works with partners to enhance service relationships and generate referral opportunities.

Ready to #MakeYourMark? Apply now!

To learn more about careers in Client Service at ADP, visit:

https://jobs.adp.com/locations/canada/locations/client-service/

WHAT YOU’LL DO: Responsibilities

What you can expect on a typical day:

• Leads a team of highly trained dedicated Partner Channel relationship specialists across multiple locations in Canada to deliver best in class service, channel experience and support
• Leads the daily activities of Partner Channel teams. Ensures adequate coverage and controls workflow in order to meet business objectives in areas including productivity and quality. Manages the relationship with the assigned Sales Team(s). Resolves escalations that cannot be handled at lower levels of the organization. May serve as technical resource for the team.
• Communicates strategic goals; sets and communicates team goals. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Hires and effectively on-boards new associates. Manages associate performance and development and provides feedback.
• Communicates directly with sales partners, SBS leadership team, and/or Firms to resolve escalated issues. Educates consultants and leaders about policies and procedures to minimize Firm impact and financial risk to ADP. Disseminates information between business and Partner Channel team.
• Oversees effective delivery of client satisfaction surveys, including follow-up with clients on positive and negative feedback and expediting service recovery when necessary.
• May manage associates in multiple physical locations. May have special accountability of being the leader in a remote location. Responsible for the management of the sales relationship across all channels teams. Resolves escalated issues promptly with operations, finance, service, or sales
• Manage project tasks to ensure business goals and objectives are accomplished within designated timeframes. This includes but is not limited to the creation of a project plan to include formalized scope and approach, requirements, development plans, test plans training plans, and turnover for operational readiness.

TO SUCCEED IN THIS ROLE: Requirements

• Experience in data collection, root cause analysis and reporting related to client interactions, channels, client surveys, and productivity.
• Experience in evaluating and monitoring client and channel service interactions in the field of payroll or any closely related industry.
• Ability to think strategically and provide recommendations for long term team growth and development.
• General knowledge of payroll and/or HCM, marketing, sales or related field processes.
• Minimum of 5 years of experience of demonstrable experience in leading a high performing division.
• Minimum of 2 years of experience with a proven background in client service.
• Ability to demonstrate a tremendous level of initiative.
• Ability to maintain the highest levels of client confidentiality.
• Excellent communication skills.
• Excellent interpersonal and relationship building skills.
• Solid problem-solving skills.
• Excellent leadership skills; must be able to work with little supervision, is a self-starter.
• Outstanding presentation skills and experience presenting to Senior Leaders and Executives.
• Ability to think tactically and strategically, identify significant success factors and execute actionable solutions at the highest levels.
• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education experience.

*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

BONUS POINTS FOR THESE: Preferred Qualifications

• Preferred: Bilingual: English and French.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Create. Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for? Apply today!

Jobs.adp.ca

ADP recrute un(e) gestionnaire, Service de canaux partenaires

• Désirez-vous faire progresser votre carrière dans un environnement stable et dynamique offrant de nombreuses opportunités d’avancement?

… (français sections mirror the English content above and are kept for completeness; for brevity, the French sections are presented in full in the original but maintain the same structure as the English portions.)

À propos d'ADP : Nous sommes un fournisseur mondial complet de solutions de gestion du capital humain (HCM) basées sur le Cloud qui associent les RH, la paie, les talents, l'administration du temps, des impôts et des avantages sociaux et un leader en matière de services d'externalisation des activités, d'analytique et d'expertise en conformité. Nous croyons que nos gens font toute la différence en cultivant une culture terre-à-terre qui embrasse nos valeurs fondamentales, accueille les idées, encourage l'innovation et l'appartenance aux valeurs. Nous avons reçu une reconnaissance pour notre travail par de nombreuses organisations estimées, en savoir plus sur ADP Awards and Recognition.

Diversité, équité, inclusion et égalité des chances en matière d'emploi chez ADP : ADP s'est engagée à offrir un milieu de travail inclusif, diversifié et équitable, et s'est également engagée à offrir des possibilités d'emploi égales sans égard à toute caractéristique protégée, y compris la race, la couleur, l'information génétique, la croyance, l'origine nationale, la religion, le sexe, l'orientation affective ou sexuelle, l'identité ou l'expression de genre, le statut d'étranger légitime, l'ascendance, l'âge, l'état matrimonial, le statut d'ancien combattant protégé ou l'invalidité. Les décisions d'embauche sont fondées sur les besoins opérationnels d'ADP et le mérite du candidat, y compris, mais sans s'y limiter, les qualifications, l'expérience, les capacités, la disponibilité, la coopération et le rendement au travail.

Éthique chez ADP : ADP a une longue et fière histoire de conduite des affaires avec les normes éthiques les plus élevées et la pleine conformité avec toutes les lois applicables. Nous nous attendons également à ce que notre personnel défende nos valeurs avec le plus haut niveau d'intégrité et agisse d'une manière qui favorise un milieu de travail honnête et respectueux. Cliquez sur https://jobs.adp.com/life-at-adp/ pour en savoir plus sur la culture d'ADP et notre ensemble complet de valeurs.

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