Client Services Team Leader

Company: ADP
Location: Augusta
Posted on: January 13, 2022

Job Description:

Unlock Your Career Potential: Client Services Team Leader at ADP. We're passionate about an exceptional service for our clients and innovation for our service team. If you enjoy taking on challenges, upholding values, and energizing a team, you'll fit right in with our dedicated team, who make amazing things happen for our clients every day. You are savvy about our business environment and know how to adeptly lead people and processes. You have strong leadership skills and analytical skills as a valued contributor within our service teams, cross-functional projects, and strategic initiatives.
ADP is hiring a Client Service Team Leader . In this position, you will leverage your skills in the areas of people leadership, operational excellence, process improvement, business analytics, and project coordination. This role will partner with the service leaders on the direction of daily team activities, guidance and implementation of existing procedures, continuous process improvement, and delivery of exceptional service to our clients. You will work with associates daily, on a one-on-one basis, to routinely conduct client health assessments and provide other client-related assistance to resolve specific and unique client data challenges. You will support a team (or teams) and other initiatives such as planning, coordinating, and implementation of service processes. Other assignments may include participation in projects to ensure business goals and objectives are accomplished. May include developing, revising, and implementation of business requirements/process documents for the business unit's initiatives. With a strong level of knowledge of ADP products, functions, and procedures, the Client Services Team Leader position participates as a key contributor in the development, training, rollout, and adoption of new or revised ADP products, programs, and procedures. May provide product or process training on an individual basis and/or to a larger group(s) and/or multiple teams. Effective verbal / written communication and presentation skills are required to effectively support a team, collaborate with peers and leaders, and serve as a liaison to other ADP internal partners.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

RESPONSIBILITIES: Team Resource: Serve as a resource for team members, maintaining a strong working knowledge of team's responsibilities, current processes and procedures, and overall team objectives. Support and Mentor Team: Support, train, and mentor team members and identify development needs, working with leadership and service leader(s) to coordinate additional training as needed. May provide feedback on individual performance of associates to leadership. May provide direct feedback to associates on areas of opportunities to enhance services provided to the client. May contribute to providing feedback to leadership for associate performance appraisals. Assess Daily Work of Team : Assess daily/routine team activities and monitor scheduled deadlines, with attention to quality standards, priorities and overall goals. May monitor associate/client interactions (e.g. joining client calls, as appropriate). May oversee the use of standard process workflows by team. May analyze team statistics and prepare reports. Monitor Team Productivity: Monitor various productivity and performance standards, especially during critical activity periods. Escalations: Use sound judgment to escalate client concerns or other issues that may require intervention of the service leader or other leaders or ADP partners. You will assist associates in resolving routine and escalated client issues that arise to ensure customers are satisfied with our services. In this role, you should be an excellent communicator who is able to grasp customer needs and brainstorm ways to simplify and solve problems quickly. Will work to assist associates with creating and nurturing long-term relationships with customers. Maintains Project Documents: May generate and maintain project documents (i.e. presentations, status reports, issue logs, and other documents) as needed. Utilizes these documents to communicate status to leader(s), project manager(s), and team members. Serve as Subject Matter Expert (SME) and/or Coordinate Projects: May serve as subject matter expert or project coordinator for team on rollout of new or revised processes, programs, technology. Surfaces technology needs/improvements to appropriate parties. Communicates changes to Leadership and internal teams. Collaborates with various groups to analyze and identify business needs. Participates in the development of plans, processes, etc. to address emerging needs. May research, gather and document business requirements by working with other subject matter expert s, clients, and ADP associates. Identifies business needs and participates as a key contributor in the rollout of new or revised ADP products, programs, processes and tools. Partner with other ADP business units : Serves as a liaison with other business partners in order to gather, analyze and develop business requirements and implement new or revised products, systems, and procedures/processes. Builds and fosters effective relationships, with particular emphasis on inspiring and positively influencing team members. Communications: Ability to communicate complex information and key messages to all levels of the organization. Ability to work with people at all levels across the organization. Effectively communicate with business partners appropriate and timely updates to any potentially impacted group or individual. Prepare and Deliver Presentations: Ability to independently prepare and deliver presentations for associates, clients, business partners, and senior ADP leaders. Represent ADP as a subject matter expert in the area of ACA compliance for projects and/or meetings. Other Duties: Performs special projects and other duties as assigned. Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities, as needed.
QUALIFICATIONS REQUIRED: Bachelor's degree or equivalent in education and experience At least 3 years of related experience

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following: Able to manage multiple and changing priorities (flexibility/adaptability) Strong Problem-Solving Skills Ability to communicate effectively to all levels of internal and external contacts verbally and in writing 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 Can work with vague concepts, change and sometimes unknown areas Excellent research skills Ability to maintain cooperative working relationships with all levels of management Ability to work both independently and as part of a team Strong relationship building skills Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations Proficient using Microsoft Office Proficient in the latest web technologies and working knowledge of various operating systems Project Management experience; broad knowledge of PM processes and project life cycle methodologies
Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.

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