Manager - Client Support MAS

ADP•Maitland, FL

3d•Hybrid

About The Position

ADP Major Account Services, UpMarket, is hiring a Client Service Team Manager. This role offers an opportunity to grow your career and lead a team at an established, respected, global company. The ideal candidate is empathic to client needs, the people they lead, and internal partners to drive success, seeking an inclusive environment with a culture of collaboration and belonging. In this role, you will lead a team that serves as ADP's front-line for solving clients' challenges, including issue resolution, answering questions, helping clients, and training their users on ADP technology. You and your team carry the weight of ADP's service reputation and client satisfaction. Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction of your team's daily activities, coaching and developing your team members, creating an overall productive and enjoyable working environment for your team, and managing and resolving client escalations. To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients and the people that you lead that builds rapport, establishes trust, and shines with professionalism, resulting in high client satisfaction scores. Pace should not scare you, and there is a healthy dose of fun. This company offers not only a career but friendships that last in a company that values inclusion.

Requirements

At least 5 years of client service experience
One year of leadership experience

Nice To Haves

Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

Responsibilities

Provide overall direction, prioritize critical issues, and support your team to ensure that work is completed accurately and with quality according to scheduled deadlines, priorities, and overall goals.
Serve as a resource for your team, based on a solid working knowledge of the team's responsibilities and each associate's development plan.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other ADP business units.
Motivate associates while providing continuous feedback on performance and coaching.
Help develop your team members' careers and coordinate any additional training as needed with leadership support.
Represent ADP as the first level of client-escalated issues.
Develop an action plan and oversee resolution efforts for payroll processing.
Provide direct feedback to associates on opportunities to enhance services provided to clients.
Set priorities, organize your day, multi-task, change direction, and provide prompt follow-up.
Find answers or solutions for time-sensitive issues and meet deadlines.
Seek answers, solutions, and positive outcomes for both the client and ADP.