MAS BTS Implementation Open Enrollment Team Leader

ADP, Inc.; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

ADP, Inc. in the Philippines seeks a service center leader to manage a defined client/product set, driving engagement and ensuring high client satisfaction. You will oversee daily operations, set goals, provide feedback, and develop associates while meeting service level metrics.

The role includes recruitment, compensation, performance management, and coordinating training to build a high‑performing team. This position emphasizes collaboration with other internal departments to achieve service

Responsibilities

• Lead a Service Center area for defined clients/products.
• Provide tools/resources for associates to succeed and maintain engagement.
• Oversee day-to-day activities and achievement of service level metrics.
• Establish goals and provide regular feedback with developmental opportunities.
• Review performance and address opportunities for improvement.
• Drive engagement and manage turnover.
• Collaborate with internal departments to meet service objectives.
• Identify areas for process improvement and solicit feedback on service improvements.
• Create a high-performance team environment supporting development and retention.
• Provide periodic feedback and conduct annual performance reviews.
• Recruitment, selection, hiring, compensation management, and performance management of staff.
• Assist in determining training requirements; ensure timely training.

Job description

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)

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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.