As
Bilingual Senior Client Service Manager, Payroll, you'll leverage your Human Capital Management (HCM) and 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., Chief Financial Officer, Chief Human Resource Officer, etc.) and collaborative efforts with ADP Sales, HCM Service, Implementation, Product, Operations and any other functional teams as required to drive client 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
- Lead daily activities of an Account Manager 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 5 years of experience client service
- At least 3 years of people leadership experience
- Must be fluent in both Spanish and English
- Superior client service skills (both verbal and written) and strong, active listening and communication skills.
- A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experiences could include:
- Experience noted above, OR
- Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you have developed and are excited to provide an environment where you can continue to make a meaningful impact.
Bonus points for these: Preferred Qualifications
- MBA 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.
You'll love working here because you can:- Make your mark. We want you to challenge things and are open to fresh ideas.
- Bring your passion and fun. Be yourself in a culture of highly diverse perspectives and insights.
- Stay ahead of the curve. An agile, fast-paced environment means plenty of opportunities to progress.
- Find meaning. Feel good as you do work that accelerates progress for employees in organizations all over the world.
- Become a certified smarty pants. Ongoing training and development opportunities for even the most insatiable learner.
- Be your healthiest. Best-in-class benefits that start on Day 1, because healthy associates are happy ones.
- 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 today!
