Team Lead HR Payroll Services

Location

Augusta, GA | United States

Job description

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

POSITION SUMMARY:

Provides high quality customer service to approximately 30,000 geographically dispersed ADP Associates, Managers and Field HR Support across multiple business units. Assists the Department Manager in supervising the daily performance of the team. Tracks associate performance against established goals and keeps manager informed. Oversees staff training, including serving as a primary trainer for new hires. Monitors the staff’s workload and exercises independent judgment in determining appropriate method in assigning cases and resources. Serves as backup in manager’s absence. Identifies areas of individual and team strengths and opportunities for improvement and works with the manager to address. Provides guidance to a team of specialists that support a full range of HR and Payroll policy, regulatory and technology issues, such as Time & Labor Managements Systems/HRIS Systems questions and Performance/Talent Management inquiries. Liaison between the Service Center Team and HRIS System Administration and Corporate Information Systems. Participates on Project Teams for the rollout of new products, procedures and polcies. Provides on-site support for mergers and acquisitions to ensure successful transition to ADP. May assist with inbound calls and web to case resolution during peak times. Must be flexible to work a rotating shift between the hours of 8:00 AM and 8:00 PM.

RESPONSIBILITIES:

• Assists Department Manager in supervising the daily performance of the team.
• Tracks associate performance against established goals and keeps Manager informed.
• Establishes specific, attainable and measurable goals for staff and provides on-going feedback on performance in relation to subject matter and customer service.
• Monitors the daily workload of individual team members and exercises independent judgment in determining appropriate method in assigning cases and resources.
• Identifies performance issues and works with their manager to handle disciplinary actions in accordance with ADP policies.
• Serves as backup in Manager’s absence.
• Requires ability to supervise a team of approximately 10-15 specialists, including ability to ensure projects are completed on time and team is adequately trained and motivated.
• Utilizes independent judgment to direct the Service Center Team in the support of HR and Payroll
• Policies and Regulations across multiple ADP business units throughout the United States.
• Continuously monitors and evaluates processes and procedures to make recommendations or changes to better service associates needs and meet organizational objectives.
• Provides technical guidance to the Service Center Team for the support of Time & Labor Management systems, HRIS Systems, Performance/Talent Management Systems and Payroll Systems, such as EeTime, HR Enterprise V4, StARS, AutoPay, iReports and WGPS.
• Utilizes thorough understanding of HR and Payroll Policies and Regulations and advanced working knowledge of HR and Payroll Technology to resolve critical and/or escalated inquires and complaints.
• Identifies areas of weakness and mentors specialists to ensure goals and objectives are met.
• Liaison between the Service Center Team and HRIS System Administration and Corporate Information Systems for resolution of complex system and workflow issues.
• Tracks trends related to system and workflow weakness and recommends enhancements.
• Utilizes Case Management System to document all client interaction.
• Work independently to ensure timely follow-up to outstanding inquiries/issues and provides a high level of client service.
• Collaborates with HRIS System Administration and the management team with the roll out of new products, procedures, and policies.
• Provides on-site support for mergers and acquisitions to ensure successful transition to ADP. 
• Responsible for developing and maintaining a solutions database/Online help tool for defined workflow to ensure compliance with State & Federal regulations, ADP policies and departmental procedures. 
• Oversees staff training, including serving as primary trainer for new hires. Delivers presentations and training related to new policies and procedures and complex HR and Payroll topics. 
• Assists with inbound calls and web to case resolution during peak times.

QUALIFICATIONS REQUIRED:

• Degree or Equivalent in Education and Experience
• 7 + years experience in the area of HR and Payroll or equivalent experience.

Preference will be given to candidates who have the following:

• Must possess strong customer service background in a call center environment. 
• Must have advanced working knowledge of HR and Payroll technology. 
• Thorough understanding of HR & Payroll policies and regulations. 
• Proficient knowledge of personal computers using Microsoft Word, Excel, Access and Outlook. 
• Ability to learn and operate ADP HR and Payroll technology, call management systems and a variety of vendor software applications.
• Ability to effectively communicate with coworkers, peers, and management through written and verbal communication. 
• Ability to communicate with internal departments and other third parties in a professional manner. 
• Ability to deal with varied and often difficult personalities while maintaining an even temperament. 
• Ability to deal effectively with performance problems and escalate to management as needed. 
• Ability to motivate, coach and train staff. 
• Ability to handle and resolve recurring problems in a tactful manner.
• Strong customer service background in a call center environment. 
• Ability to handle multiple tasks and deadlines with attention to detail.

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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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