ADP
Location
Tempe, AZ | United States
Job description
ADP is hiring a Manager – Client Service for our MasterTax team!
+ Do you enjoy collaboration, working with people, and thrive in a fast-paced, friendly environment?
+ Are you all about the follow-up and follow through that helps you and your teamwork smarter, embrace new challenges, and unlock a world of opportunity?
+ Have you got the power to transform problems into first-class solutions?
Well, then you might be just the person we’re looking for.
First, a little something about ADP : we believe great companies are built not only by great people but for them. Every day we strive to design a better way to work, helping employees at organizations around the world to stay productive and achieve their potential. We’re always designing for people, starting right here with our one-of-a-kind culture and people like you.
As Manager- Client Service , you’ll leverage your payroll, payroll tax, software, client support and team mentorship/leadership expertise to establish the direction of daily activities; you’ll ensure efficient operations and create an overall productive and enjoyable working environment for your team. Key areas of focus include the development and management of a strong team, productive relationships with executive-level client contacts (i.e, VPs/Directors of Payroll, VPs/Directors of Tax, Chief Technology Officers, etc.) and collaborative efforts with MasterTax Sales, Sales, Implementation, Product, Finance, and other functional teams as required to drive business unit outcomes in support of retaining and expanding their teams’ books of client business.
Does this sound like you?
+ Agile solution seeker . You’re a problem solver who always can find the answer even in times of fast-paced change.
+ Collaborative spirit . You achieve more with others and value an inclusive culture where you can be you.
+ Trusted advisor . You live by integrity and deliver on promises… every time.
+ Leadership magnet . You’re someone your leader can trust, and someone your peers will follow. Someone who can help set the team’s direction and lead them to the successful execution of a vision you share with your leader.
What you’ll do : Responsibilities
+ Provide guidance, training, and mentorship of Support Team activities as they manage SR ticket processes, hiring and training activities, and overall team management.
+ Lead daily activities of the Support Team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall goals.
+ Ensure team supports and models cultural behaviors including ownership, client advocacy, teamwork, and business acumen to achieve performance metrics.
+ Develop and drive client management strategies by leveraging data, analytics, and client experience information focused on the achievement of client desired outcomes.
+ Strategize with teams and internal partners to develop effective intervention plans to address challenges related to client health, including direct involvement in activities necessary to stabilize and save at-risk client business.
+ Demonstrate a strong ability to communicate with executive clients, including strong executive presence, de-escalation, and relationship management.
+ Participate in financial forecast exercises related to their Book of Business, including input to managing loss forecast.
+ Effectively manage escalated issues and clients and provide direction.
+ Enhanced understanding and implementation of the Business Unit’s strategic goals.
+ Oversee the use of standard process workflows by team.
+ Function as a consultant and business partner to other groups within ADP .
+ Train and mentor team members and identify development needs across the team, working directly to coordinate additional training as needed.
+ Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
+ Serve as an acting backup to the Director, providing leadership, guidance, and direction to team members in the absence of the Director.
+ Analyze team statistics and prepare reports for the Director.
+ Evaluate associates on performance and complete quarterly performance reviews.
+ Work in collaboration with associates to establish Individual Development Plans.
+ Develop and administer corrective action and performance improvement plans.
+ Hire/Fire authority in conjunction with Human Resources.
+ May have oversight of Workforce Management to include scheduling and succession planning.
+ Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other Business Units.
Experience you’ll need : Required Qualifications
+ At least 3 years of experience with payroll/payroll tax operations, financial operations, or similar.
+ Minimum 3 years of people leadership experience required.
+ Superior client service skills (verbal and written)
+ Outstanding active listening and communication skills.
Bonus points for these : P referred Qualifications
+ Bachelor’s or advanced degree.
+ Certifications: Fundamental Payroll Certification ( FPC ) or Certified Payroll Professional ( CPP )
+ Proficiency and in-depth knowledge of all pertinent ADP Human Resources, Payroll and Benefits policies and procedures.
+ Proficient in the latest web technologies and working knowledge of various operating systems.
+ Prior leadership training.
+ Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.
+ Ability to work and thrive in a team environment, focused on achieving results.
+ Able to collaborate and work effectively within cross-functional teams.
+ Provide motivational support with the ability to assess team members’ performance.
+ Able to work both independently and as part of a team.
+ Strong client relationship-building skills.
+ Ability to recognize basic procedural issues as they arise and escalate to the appropriate level.
+ Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations.
+ Proficient using Microsoft Office.
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 to learn more about ADP’s culture and our full set of values.
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