ADP is hiring a Client Service Team Leader.
Do you get a crazy amount of joy from helping others uncover creative solutions to complex problems? Are you excited by the prospect of overcoming challenges, thinking dynamically, and taking risks to help your team and your clients accomplish greatness? Are you a trusted advisor who delivers on promises -- every time?
If so, this may be an opportunity for you. Read on and decide for yourself.
In this role, you will leverage your skills in the areas of people leadership, operational excellence, process improvement, business analytics, and project coordination. This role will partner with the service leaders on the direction of daily team activities, guidance and implementation of existing procedures, continuous process improvement, and delivery of exceptional service to our clients. You will work with associates daily, on a one-on-one basis, to routinely conduct client health assessments and provide other client-related assistance to resolve specific and unique client data challenges. You will support a team (or teams) and other initiatives such as planning, coordinating, and implementation of service processes. Other assignments may include participation in projects to ensure business goals and objectives are accomplished. May include developing, revising, and implementation of business requirements/process documents for the business unit's initiatives. With a strong level of knowledge of ADP products, functions, and procedures, the Client Services Team Leader position participates as a key contributor in the development, training, rollout, and adoption of new or revised ADP products, programs, and procedures. May provide product or process training on an individual basis and/or to a larger group(s) and/or multiple teams. Effective verbal / written communication and presentation skills are required to effectively support a team, collaborate with peers and leaders, and serve as a liaison to other ADP internal partners.
It gets better: you'll leverage your project management and leadership expertise to assist the Team Manager in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for your team.
To thrive in this role, you must be comfortable working in a metrics-driven environment as part of a structured day. You have a way with clients and the people you lead, building rapport, establishing trust, and shining with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and to take action on. As a result, your client satisfaction scores make you proud.
Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload while resolving any escalations from your team, focus on what's important, and stay up-to-date on ADP and external policy changes. In return, you can expect job satisfaction in supporting a team that saves the day for our clients. All while advancing your career at a stable, highly-respected Fortune 250 company that prides itself on its welcoming, inclusive workplace where you are valued and supported.
Things can move fast here, so the pace shouldn't scare you. We still find time for a healthy dose of fun!
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos.
Ready to #MakeYourMark? Apply now!
To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos
WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:
Team Resource:Serve as a resource for team members, maintaining a strong working knowledge of team's responsibilities, current processes and procedures, and overall team objectives. Support and Mentor Team:Support, train, and mentor team members and identify development needs, working with leadership and service leader(s) to coordinate additional training as needed. May provide feedback on individual performance of associates to leadership. May provide direct feedback to associates on areas of opportunities to enhance services provided to the client. May contribute to providing feedback to leadership for associate performance appraisals. Assess Daily Work of Team: Assess daily/routine team activities and monitor scheduled deadlines, with attention to quality standards, priorities and overall goals. May monitor associate/client interactions (e.g. joining client calls, as appropriate). May oversee the use of standard process workflows by team. May analyze team statistics and prepare reports. Monitor Team Productivity: Monitor various productivity and performance standards, especially during critical activity periods. Escalations: Use sound judgment to escalate client concerns or other issues that may require intervention of the service leader or other leaders or ADP partners. You will assist associates in resolving routine and escalated client issues that arise to ensure customers are satisfied with our services. In this role, you should be an excellent communicator who is able to grasp customer needs and brainstorm ways to simplify and solve problems quickly. Will work to assist associates with creating and nurturing long-term relationships with customers. Maintains Project Documents: May generate and maintain project documents (i.e. presentations, status reports, issue logs, and other documents) as needed. Utilizes these documents to communicate status to leader(s), project manager(s), and team members. Serve as Subject Matter Expert (SME) and/or Coordinate Projects: May serve as subject matter expert or project coordinator for team on rollout of new or revised processes, programs, technology. Surfaces technology needs/improvements to appropriate parties. Communicates changes to Leadership and internal teams. Collaborates with various groups to analyze and identify business needs. Participates in the development of plans, processes, etc. to address emerging needs. May research, gather and document business requirements by working with other subject matter expert s, clients, and ADP associates. Identifies business needs and participates as a key contributor in the rollout of new or revised ADP products, programs, processes and tools. Partner with other ADP business units: Serves as a liaison with other business partners in order to gather, analyze and develop business requirements and implement new or revised products, systems, and procedures/processes. Builds and fosters effective relationships, with particular emphasis on inspiring and positively influencing team members. Communications: Ability to communicate complex information and key messages to all levels of the organization. Ability to work with people at all levels across the organization. Effectively communicate with business partners appropriate and timely updates to any potentially impacted group or individual. Prepare and Deliver Presentations: Ability to independently prepare and deliver presentations for associates, clients, business partners, and senior ADP leaders. Represent ADP as a subject matter expert in the area of ACA compliance for projects and/or meetings. Other Duties: Performs special projects and other duties as assigned. Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities, as needed.EXPERIENCE YOU'LL NEED: Required Qualifications
At least three years of client service experience Expert Knowledge of the Affordable Care Act Experience with Health Compliance technology
A college degree is great but not required. What's more important is having the skills to do the job.
Other acceptable experiences could include:
Experience noted above, OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.BONUS POINTS FOR THESE: Preferred Qualifications
Salesforce experience People leadership experience WFN experience
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 nine 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.
If you've made it down this far, we have to ask: What are you waiting for? Apply now!
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.