MAS BTS Implementation Open Enrollment Senior Team Leader

ADP; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

ADP is seeking a MAS Team Leader to manage a Service Center area for defined clients/products, providing tools and resources for associates to succeed and sustain high engagement and client satisfaction. The role drives day-to-day operations, performance reviews, recruitment and staff development within a dynamic, fast-paced environment.

Responsibilities include setting goals, delivering feedback, coordinating training, and partnering with internal teams to ensure service objectives are met

Qualifications

• Graduate of business administration/management, accounting or related disciplines.
• 3-5 years customer service, benefits administration, payroll, HR or related experience.
• 2-3 years SME, mentor or supervisory experience.
• Proven proficiency in prioritizing critical client issues and managing workflow.
• Proficiency in the use of PC applications.
• Working knowledge of payroll and benefit administration is helpful.

Responsibilities

• Oversees day-to-day activities of associates and client service metrics.
• Establishes goals and provides regular feedback and development opportunities.
• Conducts annual performance reviews and manages recruitment and training.
• Collaborates with internal departments to meet service objectives.

Skills

Client issue prioritization

Workflow management

PC applications

Payroll knowledge

Education

Bachelor's degree in Business Administration/Management, Accounting or related

Job description

The MAS Team Leader is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. The Team Leader 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.

SCORECARD

Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics. Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Achieves objectives for associate engagement and turnover. Collaborate with other internal departments to ensure service objectives are met. Identifies areas in need of process improvement and solicits feedback from associates on service improvements. 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 MAS staff. Assists in determining the teams training requirements. Ensure timely and effective training is delivered to enhance skills of the team.

COMPETENCY

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 a

BASIC REQUIREMENTS/TECHNICAL SKILLS

• 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)

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.