Benefits Manager, Comprehensive Services

adpinternalcareers; Norfolk (VA); On-site; USD 85,000 - 115,000; Full time

Job summary

ADP is hiring a Benefits Manager in HRO Comprehensive Services in Norfolk, VA. You will lead a team that serves as ADP's front-line for solving clients' challenges, ensuring high-quality, friendly responses and consistent service standards.

You will manage daily activities, coach staff, handle escalations, and align operations with strategic goals across the business unit, collaborating with other departments to deliver superior client support.

Qualifications

• Five years of client service experience
• Three years of people leadership experience
• College degree not required; equivalent experience considered (military acceptable)

Responsibilities

• Lead the Daily Activities of Your Team.
• Coach and Develop team members and oversee performance development.
• Manage escalations and resolve client issues.
• Implement Strategic Goals and partner with other groups within ADP.

Skills

Leadership

Coaching

Client service

Project management

Communication

Job description

ADP is hiring a BenefitsManager in HRO Comprehensive Services.

In this role, you will lead a team that serves as ADP's front-line for solving clients' challenges -- including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. In this position you will ensure that service quality processes are in place and maintained so that clients consistently experience high quality, professional, and friendly responses to their requests.

You will manage the daily activities of the team providing either tier 1 or 2 client service support to ensure efficient and effective delivery of optimal service to an assigned client base. Manages all human resource issues for the team. Determines training requirements and key performance indicators required to measure departmental and individual success. Provides continual communication and coordination of functional activities with other departments to ensure effective client support. Provides department reports to upper management and participates in the inter-function decision making process as required. You'll leverage your project management and leadership expertise to assist in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for your team.

Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload while resolving any escalations from your team, focus on what's important, and stay up-to-date on ADP and external policy changes. In return, you can expect job satisfaction through leading a team that saves the day for our clients. All while advancing your career at a stable, highly-respected Fortune 250 company that prides itself on its welcoming, inclusive workplace where you are valued and supported. Things can move fast here, so the pace shouldn't scare you. We still find time for a healthy dose of fun.

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

WHAT YOU'LL DO

Responsibilities

What you can expect on a typical day:

RESPONSIBILITIES

• Lead the Daily Activities of Your Team. You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team. You will also track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods. You will analyze team statistics and prepare reports for your leadership.
• Coach and Develop. You will train and mentor team members and identify development needs across the team, working with your leaders to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire/fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management to include scheduling and succession planning.
• Manage escalations and resolve clients' issues. You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of Integrity is Everything.
• Implement Strategic Goals and Partner Internally. You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices. You may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

TO SUCCEED IN THIS ROLE

• At least five years of client service experience
  Demonstrated experience in Outsourcing, Benefits Administration or related role
• At least three years of people leadership experience

A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experiences could include:

• Experience noted above OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE

• Proven benefits experience such as Health - Welfare, Retirement Services, COBRA, STD/LTD Benefits and/or experience in Open Enrollment preferred.
• Ability to work collaboratively
• Written and verbal communication Judgment and decision making
• Negotiation and persuasion
• Organizational and time management
• Conflict resolution Problem Solving, Critical Thinking Skills
• Project Management
• Service Orientation

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
  What are you waiting for?