Service Team Manager

Numéro de poste vacant: 6011406403112024
Catégorie: Client Service
Date de publication: April 25, 2024

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Lieu de travail: , , GB

ADP have an exciting vacancy for a Service Team Manager to join our growing Service team!

Location: Our Staines office (2 Causeway Park, The Causeway, Staines-Upon-Thames, TW18 3BF).

Hybrid working: 3 days in office and 2 days from home

This is a full time, permanent position where you will be demonstrating effective leadership of people and management of processes to ensure quality, consistency and excellence of service. You will be building and maintaining effective client relationships to ensure thorough understanding of clients in your team’s portfolio, including detailed knowledge of the client’s business and their requirements from ADP.

Key Responsibilities:

To ensure delivery of excellent service through:

Maintaining and improving client relationships
Troubleshoot technical problems and engage technical teams where appropriate to assist
Focus on NPS for client base and drive improvements in this metric
Be available and visible to our clients, in terms of regular contact through calls, site visits
and off site meetings where appropriate
Manage stakeholders, including senior management at ADP
Build and maintain a high performing team
Provide effective leadership, direction, management and oversight to circa 10 payroll
specialists

Key Duties:

Build and maintain strong working relationships with client base
Manage performance of team, using TE, appraisal, and performance/attendance
management process
Leverage internal resources to assist in resolving client and team issues
Communication to clients, associates and colleagues in regard to all matters that may
affect client payrolls / service delivery
Client visits and visits to Staines office when necessary
Manage change effectively, and be an advocate for new products/processes
Improve processes through the relevant channels such as the Business Excellence Team
and BPI initiatives
Manage and improve associate engagement results through effective and robust
improvement plans
Maximise NPS and use client feedback to identify and act upon areas for improvement
Analyse performance reports to identify trends and areas for improvement.
Ensure service level agreements between ADP and clients are being met
Management of client contact including service reviews, calls, meetings and client visits
Monitor and ensure agreed processes and procedures are carried out in regard to
payroll processing
Ensure all client payroll procedures are current
Plan and manage delivery of all client « end of year » and P11d requirements
Manage day-to-day resourcing within your team
Manage the day-to-day activities of team members to ensure payroll deadlines are met
Sign off payrolls for live BACS transmission
Evaluate associates’ workloads to ensure the efficient distribution of new business
within the team
Ensure that associates are adequately trained and developed
Create and execute training plans for new members of staff and existing staff were
required
Carry out 1:1s and performance reviews in line with ADP policy; create, support and
monitor personal development plans for team members
Maintain knowledge of current ADP products and services
Carry out other duties as required to fulfil the role

Skills and Knowledge:

Knowledge required:

Payroll Knowledge (desirable but not essential)
Strong customer service skills
Strong people management and leadership skills
Process and quality improvement experience
Microsoft Office, including Excel, Word and PowerPoint

Skills required:

Innovation and problem solving
Financial and commercial awareness
Communication and influencing
Teamwork and co-operation
Results orientation
Flexibility and organisational commitment
Managing performance

Education and Experience:

Operations management: capacity planning, resource management, skills management,
performance measurement and management, quality management and continuous
improvement
Chairing and managing internal and external meetings
Experience of working with and consistently delivering to client SLAs
Effective communication skills, both verbal and written, at all levels

Benefits:

23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)
Flexible benefits — private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
Study support
Employee Assistance Program
Competitive salary and annual bonus
Company social events

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.

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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.

NinaClient Support Consultant

Service Team Manager

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