Payroll Team Lead

ADP•Alpharetta, GA

About The Position

ADP is hiring a COS Team Lead to support and coach Payroll Specialists and Client Service Consultants in servicing clients and processing payroll. Under the guidance of a Client Service Manager or Payroll Manager, the Team Lead serves as an escalation point and provides high-level technical application software support for issues involving system setup, product functionality, and payroll processing. The role influences team members’ tasks and deliverables without direct reporting relationships and supports client satisfaction and retention through service coaching. This is a client-facing leadership role within a structured workday. The Team Lead builds rapport and trust with clients, communicates clearly by phone and in writing, and works at a fast pace while contributing to a collaborative and inclusive environment. The Team Lead manages payroll workflow for one or more clients, monitors payroll accuracy and completion of daily and weekly tasks, supports team training and mentoring, and participates in client calls or onsite visits as required by management.

Requirements

3–5 years of experience in a customer service environment or as an HR/HRIS practitioner with systems experience.
Ability to lead and support a team of payroll specialists in a client-facing role.
Clear verbal and written communication skills.
Ability to build rapport and trust with clients.
A college degree is not required.
Military experience may be considered when it demonstrates teamwork, adaptability, organization, and follow-through.

Nice To Haves

Technical knowledge.
Verbal and written communication skills.
Relationship-building skills.
Coaching skills.
College degree.

Responsibilities

Manage the payroll team's workflow to deliver services successfully to one or more clients.
Make decisions based on a thorough understanding of client payroll processing and use daily checklists to monitor payroll accuracy.
Ensure daily and weekly tasks are completed throughout the payroll cycle.
Influence task deliverables for team members without direct reporting relationships.
Support the training and mentoring of Payroll Specialists on job requirements, product functionality, and service delivery techniques.
Provide support and coaching to Payroll Specialists and Client Service Consultants, and serve as an escalation point.
Provide technical application software support and coaching to resolve client escalations and technical issues involving system setup, product functionality, and payroll processing.
Build trusting, respectful, and collaborative relationships with clients and the Client Retain team by providing world-class service.
Attend and actively participate in client conference calls or onsite visits as required by management.
Coach team members on delivering service that improves client satisfaction and retention.