Manager, HCM Support Services to join our team
Summary:This role is centered around leading and developing a team of cross-discipline members with a strong emphasis on people development, coaching, driving accountability, and fostering collaborative conflict resolution. The Manager, Support Services is responsible for the daily operations of the cross-functional service team, aiming to create a superior customer experience and improve client retention.
Responsibilities:- Lead and manage cross-functional service teams to ensure high-quality client support.
- Develop and maintain a systematic client touch point strategy.
- Monitor satisfaction indicators via surveys, proactive calls, and service observations.
- Define and reinforce escalation processes to ensure client issues are handled appropriately and collaborate with internal and external partners to identify trends and develop solutions.
- Identify at-risk clients and establish plans to address their needs.
- Monitor productivity of support team and generate activity and status reports.
- Engage in analysis and recommendations based on client analytics.
- Develop and implement strategies to enhance team collaboration and performance across different functions.
- Facilitate effective communication and collaboration among team members.
- Coach team members to find their own solutions rather than providing direct answers, fostering self-development and accountability.
- Provide guidance and support to team members, helping them develop their skills and achieve their career goals.
- Monitor team performance and provide regular feedback to ensure continuous improvement.
- Support process and audit efforts to ensure integrity and accountability.
- Identify and address any issues or conflicts within the team, fostering a positive and productive work environment.
- Engage in difficult conversations and manage conflicts to drive productive collaboration and team cohesion.
- Collaborate with other managers and stakeholders to align team goals with organizational objectives.
- Regularly stay informed about updates and changes to the product platform. Confirm that your team is knowledgeable about these updates through periodic knowledge checks, ensuring high standards of customer service and effectively addressing client needs and inquiries.
- Stay current with all relevant compliance requirements and regulations. Drive the integration of these requirements into team processes, ensuring adherence and minimizing risk while maintaining high standards of customer service.
- Develop and deliver training programs to enhance team skills and knowledge.
- Focus on delivering a positive client experience and ensuring client retention through excellent service and support.
- Report to senior management and provide insights and recommendations based on team performance metrics.
Qualifications:- Bachelor's Degree in Accounting or other related field is preferred.
- Proven experience as a manager overseeing multiple functions. 5-7 years in operations and client management, plus experience in a high-growth payroll operation, core insurance business functions, technical support environment, and tax compliance.
- Exceptional client focus and leadership skills.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities
- Demonstrable experience in coaching and mentoring team members.
- Ability to foster collaboration and resolve conflicts within teams.
- Strategic thinking and problem-solving skills.
- Effective problem-solving and decision-making skills.
- Proficient in Microsoft Office programs and ability to learn other applications.
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbent will follow any other instructions, and perform any other related duties, as may be required by the supervisor.
