Team Leader

ADP; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

ADP, a global provider of cloud-based HR, payroll, and benefits services, is seeking a Service Center Manager in Metro Manila. You will lead a defined client/service area, drive associate engagement, and ensure service level metrics are met through effective staffing and training.

You will recruit, coach, and evaluate staff, manage performance, and collaborate with internal teams to optimize processes, with a focus on delivering high-quality client outcomes and a strong, inclusive workplace

Qualifications

• Graduate degree in Business Administration, Management, Accounting or related field.
• 3–5 years in customer service, HR, payroll or benefits.
• 2–3 years as SME, mentor or supervisor.
• Proven ability to prioritize client issues and manage workflow.
• Strong communication and interpersonal skills.

Responsibilities

• Lead and manage a service center area for defined clients/products.
• Set goals, provide feedback, and drive development opportunities.
• Oversee day-to-day activities and achieve service level metrics.
• Recruitment, hiring, compensation management and performance reviews.
• Collaborate with internal departments to meet service objectives.
• Identify process improvements and implement changes.
• Deliver ongoing training to enhance team skills.
• Maintain high associate engagement and retention.

Skills

Leadership

People management

Communication skills

Prioritization

Time management

PC proficiency

HR/payroll knowledge

Education

Bachelor's degree in Business Administration or related

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).

• Graduate of Business Administration, Management, Accounting, or a related discipline (Highly Preferred)
• 3 to 5 years of experience in customer service, benefits administration, payroll, HR, or a related field (Required / Highly Preferred)
• 2 to 3 years of experience as an SME, mentor, or supervisor (Required)
• Proven ability to prioritize critical client issues and effectively manage workflow (Required)
• Proficiency in PC applications and systems (Required)
• Working knowledge of payroll and benefits administration (Highly Preferred)
• Effective verbal and written communication skills
• Strong interpersonal, conflict resolution, and coaching/mentoring skills
• Strong time management, organization, and planning skills

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.