Client Service Manager
Número de req.: 6011615607232024
Categoria: Client Service
Data de publicação: September 13, 2024
Categoria: Client Service
Data de publicação: September 13, 2024
Local de trabalho: Etobicoke, ON, CA
Montreal, QC
Dartmouth, NS
ADP is hiring a Client Service Manager
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
Well, this may be the role for you. Ready to make your mark?
As a Client Service Manager, you’ll help our clients leverage ADP’s exceptional business solutions so they can focus on what matters most to them – growing their business.
A service professional that manages a base of client accounts within the Comprehensive HR team. The Manager oversees the daily client payroll/HR processes and escalations and leads a team comprising of Payroll Consultants, Specialists, and HR Service consultants. The manager deals with ADP Canada departments such as the Implementation team, Sales, and Client Services.
To thrive in this role, you must be comfortable working in a metrics-driven environment. You are eager to learn and adapt well to change. You have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on. As a result, your client satisfaction scores make you proud. Pace should not scare you.
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 serve over 1 million clients in 140 countries with over 62,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we’ve earned accolades from some of the industry’s most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto’s Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
To learn more about careers in Client Service at ADP, visit:
https://jobs.adp.com/locations/canada/teams-roles/client-service/
What you’ll do:
What you can expect on a typical day:
- Lead, coach and mentor a Team of Payroll professionals responsible for providing Stellar Service to high value clients throughout Canada.
- Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure.
- Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency.
- Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences.
- Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur.
- Ensures that all research projects contain appropriate documentation to clients and meet the guidelines established for what Comprehensive HR can and cannot provide.
- Facilitates and coordinates communication throughout the team and works collaboratively with all internal clients/partners.
- Serve as the primary escalation point for clients. Develop, own and strengthen the relationship with our clients.
- Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the Team.
- Support Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement.
- Participates and/or leads departmental or Comprehensive task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables.
- Collaborate effectively with the broader Comprehensive Services team to ensure alignment with the North American offering, service philosophy and client expectations.
- Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.
TO SUCCEED IN THIS ROLE:
- 5-7 years of experience in a leadership role within a client services environment
- Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourceful.
- Advanced experience with computer software applications including MS Word, Excel, and Outlook.
- Superior client service skills (both verbal and written) and strong active listening skills
- Effective communication skills.
- Ability to collaborate & work effectively within cross functional teams.
- Functional Canadian payroll and/or HR expertise required.
- English/French Bilingualism is mandatory in Montreal.
*Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.
Bonus points for these: Preferred Qualifications
- Bachelor’s Degree
- CPA/CHRP Certification
YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:
- Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
- Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
- Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
- Innovate. Problem-solve. Shape the future of work with people you like.
- Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
- Go Global. With operations around the world, exciting new networking opportunities abound.
- Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
What are you waiting for? Apply today!
Jobs.adp.ca
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.
#LI-EU1
#LI-Hybrid
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.
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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.”
Nina
Client Support Consultant
