SBSWorkforce Manager

ADP; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ADP in Makati is seeking a hands-on Manager to lead the team, set clear goals, and drive performance across quality, client retention, productivity, and call management. The role requires guiding Team Leaders and associates, aligning tasks with strategic targets, and ensuring accountability for results.

The incumbent will develop tactical plans, coach staff, and coordinate with internal service groups to deliver accurate, timely client service while fostering a culture of continuous process

Qualifications

• Experience in a leadership role overseeing multiple team leads.
• Ability to set goals and drive performance across quality and productivity.
• Strong coaching and performance management skills.

Responsibilities

• Provide vision, leadership, and guidance to Team Leaders and associates toward goals.
• Direct staff to ensure high levels of quality and service to clients.
• Establish processes to improve quality and productivity.
• Ensure timely resolution of negative client surveys and quality evaluations.
• Develop Team Leaders and associates through coaching and performance reviews.
• Collaborate with Health & Welfare Client Services, Operations, Payroll, and Technical Support.
• Foster continuous improvement and training within the department.

Job description

The Manager provides effective management, direction and leadership to the team. Assumes accountability and responsibility to meet or exceed the region’s performance goals, especially in the areas of quality, client retention, productivity, implementation, and call management.

• Provides vision, leadership, and guidance to each Team Leader and associates in the key operating areas through performance and goal setting. Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. Uses written and verbal communication skills to interact effectively internally and with clients. Comprehends and correctly interprets messages from others. Inspires and supports an environment which encourages continual process improvements.
• Directs staff to ensure adherence to high levels of quality and service to clients.
• Handles 5 Team leaders at a minimum.
• Establish processes and initiatives to improve quality and productivity performance of the business unit.
• Ensures that all negative client surveys and quality evaluations that are below expectations are resolved within 24-48 hours.
• Ensures that all Team Leaders under his supervision completed all necessary supervisory tasks such as, but not limited to phone time, quality evaluations and one on one coaching.
• Develop Team Leaders and associates by means of TRIAD session, inspection of coaching documents, performance updates, coaching intervention, daily/weekly/monthly performance review with the Team leaders and regular coaching and meeting sessions.
• Ensures that all performance metrics are met like internal and external quality and productivity. Measurement is his own scorecard as an associate manager.
• Works closely with other internal service delivery organizations such as Health & Welfare Client Services, Operations, Payroll and Technical Support to deliver quality, accuracy, and timeliness.
• Fosters associates to learn, develop and adapt to a constantly changing work environment. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Determines training requirements. Ensures timely and effective training is delivered to enhance skills of the team. Implements initiatives and processes to improve all aspects of the department.
• Supports overall Service Center methodology by organizing activities related to chartered projects designed to create efficiencies, improve cost, improve quality and increase client satisfaction. Insures the HR Employee Service Center operates within the established protocols of the divisional and site strategy.