Client Service Manager (Comprehensive Services)

ADP•Tempe, AZ

8d•Hybrid

About The Position

ADP is hiring a Client Service Team Manager in its Comprehensive Services space. This role leads a team serving as ADP’s front line for resolving client challenges, answering questions, helping clients, and training users on ADP technology. The manager is responsible for the team’s service reputation and client satisfaction, setting direction for daily activities, coaching and developing team members, maintaining a productive and enjoyable work environment, and managing client escalations. The position operates in a structured, metrics-driven call center environment. The manager provides leadership and guidance to ensure work is completed on schedule and to quality standards, monitors productivity and performance, and analyzes team statistics and prepares reports. They train and mentor employees, evaluate performance, conduct appraisals, establish development plans, and administer corrective action and performance improvement plans. In conjunction with Human Resources, the manager has hire/fire authority and may oversee workforce management activities such as scheduling and succession planning. The role also manages escalated client issues, works to exceed client expectations, and partners with internal groups to implement business-unit strategic goals and establish best practices. Participation in task forces, strategic initiatives, stretch assignments, and cross-business-unit collaboration may be part of the role.

Requirements

At least five years of client service experience.
At least three years of people leadership experience.
A college degree is not required; relevant skills and experience are emphasized.
Military experience may be considered when it demonstrates teamwork, adaptability, organization, and follow-through.

Nice To Haves

Fundamental Payroll Certification (FPC).
Certified Payroll Professional (CPP).

Responsibilities

Lead and direct the team’s daily activities, ensuring work meets deadlines, quality standards, priorities, and goals.
Oversee the team’s use of standard process workflows and monitor productivity and performance standards.
Analyze team statistics and prepare reports for leadership.
Train, mentor, and develop team members; identify development needs and coordinate additional training with leaders.
Evaluate associate performance, complete performance appraisals, and collaborate with employees on Individual Development Plans.
Develop and administer corrective action and performance improvement plans.
Exercise hire/fire authority in conjunction with Human Resources; may oversee workforce management, including scheduling and succession planning.
Manage escalated client issues and guide the team in resolving them through effective communication and product knowledge.
Work to exceed client expectations and uphold ADP’s ethical standards and core value of Integrity is Everything.
Implement business-unit strategic goals and collaborate with internal groups and peers to establish best practices.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.