Compliance Solutions TCOE SBS - Team Leader

ADP; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

ADP is seeking a Service Center Leader to manage a defined client/product set and drive associate engagement while ensuring client satisfaction. You will oversee day-to-day activities, set goals, provide feedback, and coordinate with internal departments to meet service objectives.

The role emphasizes recruitment, coaching, and performance management, with a focus on maintaining high-quality service and operational excellence in a dynamic environment.

Qualifications

• 3–5 years of customer service, benefits administration, payroll, HR or related experience.
• 2–3 years SME, mentor or supervisory experience.

Responsibilities

• Oversee day-to-day activities of associates and achieve service level metrics.
• Set goals and provide regular feedback, including developmental opportunities.
• Address performance and turnover to maintain engagement.
• Collaborate with internal departments to meet service objectives.
• Recruiting, selection, hiring and performance management of staff; ensure training delivery.

Skills

Customer service

Time management

Communication skills

Interpersonal skills

Mentoring

Education

Bachelor's degree in business administration/management or accounting

Tools

PC applications

Job description

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do
things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong
at ADP.

This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. Has
significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and
maintain a high level of associate engagement and client/participant satisfaction.

Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics.
(30% of time)
Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)
Achieves objectives for associate engagement and turnover. (20% of time)
Collaborate with other internal departments to ensure service objectives are met. (15% of time)
Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)
Creates a high-performance team environment that supports/reinforces associate development and retention. Provides
periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring,
compensation management, and performance management of the staff. Assists in determining the team's training
requirements. Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)

REQUIREMENTS

Graduate of business administration/management, accounting or other related disciplines. (Highly Preferred)
3-5 years customer service, benefits administration, payroll, HR or related experience. (Required / Highly Preferred)
2 -3 years SME, mentor or supervisory experience (Required)
Proven proficiency in prioritizing critical client issues and managing workflow. (Required)
Proficiency in the use of PC applications. (Required)
Working knowledge of payroll and benefit administration is helpful. (Highly Preferred)
Effective oral and written communication skills required.
Strong interpersonal, conflict management and mentoring skills.
Effective time management skills, organization, and planning required

COMPETENCIES

Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
Maintaining focus to deliver results in a fast-pace and diverse environment.
Motivating and managing exceptional team performance, making the most of associates' diverse strengths and skills.
Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.
Providing opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and
contribute to ADP's overall success.
Holding self and other to the highest personal and professional standards, becoming a role model for ADP vision and values.
Reinforcing our vision and strategy through words and actions to support ADP business goals.
Sharing ideas and information across diverse audiences to drive our business.
Using good judgment and risk assessment to make business decisions that keep the overall benefit to ADP in mind.

About ADP: We power organizations with insightful 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 60+ years of experience as a world-wide leader of business outsourcing solutions.

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.