Service Team Manager
Numero richiesta: 6011406403112024
Categoria: Client Service
Data di pubblicazione: April 25, 2024
Categoria: Client Service
Data di pubblicazione: April 25, 2024
Sede lavoro: , , 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.
