Manager - Client Support MAS

ADP; Town of Florida (NY); On-site; USD 87,000 - 162,000; Full time

Benefits offered by this job

Medical

Dental Insurance

Vision Insurance

Life Insurance

Matched Retirement Savings

Paid Volunteer Time Off

Job summary

ADP Major Account Services, UpMarket, is seeking a Client Service Team Manager to lead a front-line team that resolves client challenges, trains users on ADP technology, and upholds the company’s service reputation.

You will guide daily activities, coach staff, and manage escalations in a metrics-driven environment while fostering an inclusive, collaborative culture at ADP.

Qualifications

• At least 5 years of client service experience.
• One year of leadership experience.
• Bonus: Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

Responsibilities

• Provide overall direction and prioritize issues to support the team.
• Mentor and train associates, giving continuous feedback.
• Handle client escalations and maintain service quality.
• Collaborate with ADP business units to improve processes.

Skills

Client service leadership

People management

Job description

ADP Major Account Services, UpMarket, is hiring a Client Service Team Manager.

• Are you ready to grow your career and lead a team at an established, respected, global company?
• Are you empathic to client needs, the people you lead, and internal partners to drive success?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?
  

If so, this may be an opportunity for you. Read on and decide for yourself.
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. You and your team carry the weight of ADP's service reputation and client satisfaction in your hands.
Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction of your team's daily activities, coaching and developing your team members, creating an overall productive and enjoyable working environment for your team, and managing and resolving client escalations.
To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients and the people that you lead that builds rapport, establishes trust, and shines with professionalism. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.
To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos
WHAT YOU'LL DO: Responsibilities
Here's What You Can Expect On a Typical Day
Be a Leader. You will provide overall direction, prioritize critical issues, and support your team to ensure that work is completed accurately and with quality according to scheduled deadlines, priorities, and overall goals. You will serve as a resource for your team, based on a solid working knowledge of the team's responsibilities and each associate's development plan. You'll also participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other ADP business units.
Mentor and Train. You will motivate associates while providing continuous feedback on performance and coaching. You will help develop your team members' careers and coordinate any additional training as needed with leadership support.
Represent ADP. You will represent ADP as the first level of client-escalated issues. You'll develop an action plan and oversee resolution efforts for payroll processing. Plus, you will provide direct feedback to associates on opportunities to enhance services provided to clients.
Flex and Adapt. You thrive in a structured environment where you set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You're a problem solver who can find an answer, or a solution, for time-sensitive issues and meet deadlines. You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.
TO SUCCEED IN THIS ROLE: Required Qualifications

• At least 5 years of client service experience
• One year of leadership experience

BONUS POINTS FOR THESE: Preferred Qualifications

• Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

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 our 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 through ongoing training, development, and mentorship opportunities.
• 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?
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $86,600.00 - USD $161,600.00 / Year*

• Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

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.