Bilingual Senior Client Service Manager, Payroll

ADP•Maitland, FL

10d

About The Position

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.

Requirements

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.
Experience noted above, OR Military Experience.

Nice To Haves

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.

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.