Benefit Market Client Services Team Leader – HRO
Req Number: 199464
Category: Client Service
Posted Date: March 29, 2021
Category: Client Service
Posted Date: March 29, 2021
Work Location(s): Tempe, AZ, US
ADP is hiring a Benefits Market Team Leader. Provides day-to-day leadership and guidance to the Market Benefits Service Representatives (BSRs). Serves as Subject Matter Expert and Market Lead to Payroll Service Representatives (PSRs) and Human Resource Business Partners (HRBPs) with regards to the TotalSource H&W offering which includes Medical, Dental, Vision, Disability and HSA/FSA/OCB offerings and administration. Manages workflow, client escalations and resolutions to ensure Total Service to TotalSource’s cleints. Mentors, develops and trains BSRs and Interns. Provides performance feedback to Health and Wealth Operations Executives.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
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, & Social Responsibility.
RESPONSIBILITIES:
- Project Management: Manages daily workflow of BSRs and their schedules to ensure Service Level Agreement and Quality goal achievement. Works with various internal business partners to achieve client service levels. Leads project management activities related to Year End, New Client Implementation, Open Enrollment, and normal business cycle production.
- Mentorship: Conducts one on one meetings with associates to provide direction and feedback on interactions with clients and internal associates. Partners with the Health and Wealth Operations Executive to identify and develop training plans to address performance gaps. Monitors and communicates associate action plans and ensures associates understand expectations and BSR-accountability. Handles escalations with Clients and Work-Site Employees. Provides associate performance and attendance feedback to Health and Wealth Operations Executive.
- Quality Assurance :Provides monthly quality statistics and KPI metrics to Health and Wealth Operations Executive and analyzes results. Develops and strategizes plans for team improvements, Partners and takes action with Health and Wealth Operations Executive and TLs across Markets to improve overall TotalSource Quality Results. Assists and champions escalations to HRBPS to complete and address employee and client issues. Follows-through and follows-up as appropriate. Partners with Health and Wealth Operations Executive on training updates and needs.
- Escalations: Handles escalations with Clients and Work-Site Employees through collaboration with internal partners (Carrier Relations, Compliance, COBRA, CHSA) and external relationships (Carriers, Providers). Bring resolution to specialized Tier 3 questions/issues that are unable to be addressed by the Employee Service Center and BSRs.
- Performs Stretch assignments as issued by Health and Wealth Operations Executive
- Assist in recruiting, hiring, and on boarding activities
- Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
Education: Degree or Equivalent in Education and Experience with Major or Area of Concentration in Business, Finance or related or a combination of education and experience.
Experience:Over 5 Years, Upto 8 years of Multi Client Service Experience. At least 3 years in PEO environment
Preference will be given to candidates who have the below:
- Supervisory and Prior Team Lead Experience Preferred
- Masters degree
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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Client Support Consultant
ADP Service and Implementation Team Insights
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I love working with the clients. I love when they say, you know, you made my life so much easier. Thank you.
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I was interviewed as a senior in college with ADP, so what really drew me was the reputation it had, and I knew that they were going to have an extensive training program.
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I was actually a referral. One of my friends happened to work here, and just trusting his judgment. He said the place was honestly great to work.
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ADP just seemed that they had a lot of job opportunities and a lot of room for growth with a career.
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Most definitely the people. It's the culture here. Anyone you interact with, everyone's friendly. I love going to work.
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I learn something new every single day. I feel like as soon as I get comfortable, something else comes up, but it's great because we have awesome resources here.
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That's what kind of brought me in, and definitely what makes me stay is just everyone I interact with, clients, people. Like, I enjoy coming to work.
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Hi, my name is Jay. I am a vice president of global talent solutions here on our Global Talent and Development team. And I've been with ADP for three years.
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So to really help people develop here, I think it's about finding the right opportunities for them to really expose themselves to new situations, new types of people, new approaches, new kind of leadership opportunities. We try to find as much to kind of, you know, offer to people to get involved in things outside of their day to day role, potentially even just expanding their own day to day role to make sure they're there continuing to develop here.
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So someone I think that will be successful at ADP, at the end of the day, is a leader. So we're looking for people that are really driven, that are really passionate about the area they're applying to, the area they're getting involved in, and that they want to make a difference, right? So people that are excited about change, excited about creating change, working with other people that have the same level of inspiration and engagement, those are the most important aspects. So someone that wants to kind of do something bigger than just earn a paycheck at the end of the day and really drives sort of a greater purpose.
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Implementation Career: James
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JAMES: My name is James. I am a project manager here at ADP.
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What convinced me to join ADP was, as I was going through the interview process and speaking with different members of the leadership team, I was able to really identify that they were looking for future leaders within the company. They were looking for individuals that not only had leadership traits but also knew that there was a runway for them to move forward through and develop into.
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Text: What type of workplace flexibility has A.D.P. provided?
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Coming from a former military career, team orientation is very important to me. And not only is this a very dynamic and fast-paced environment, but the team approach with everything that we do here is very solid and very strong, which is a great atmosphere to work in.
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My name is Michael. I've been working at ADP for three years, and I'm an Associate Sales Executive.
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Hi. My name is Brandon. I'm an Associate District Manager with ADP, and I've been working at ADP for four months now.
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Hi. My name is Alison. I am a District Manager at ADP, and I've been at ADP for one year.
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When I graduated college, I was looking for companies that had a great sales training program. And I knew ADP was one of them. So I came across a sales apprentice job, and I was able to work alongside of top producers in my region. And I learned the ins and outs of the job through them.
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Ready to join a dynamic sales team? See more at jobs.adp.com/sales.
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ADP Presents: The Art of Better.
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No matter where you are and no matter what time period you're from, we value being part of a community. We want to be close to friends and family. We seek meaning for ourselves as individuals, where we can be acknowledged and recognized.
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My name is Martha Bird. I'm a cultural anthropologist. And I worked for ADP.
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I look for patterns. I study beliefs, routines, aspirations, and behaviors to inform the digital tools we're building at ADP.
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I spend a lot of time deeply hanging out with people. I do a lot of asking questions that seem straightforward to people who are insiders.
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I'm able to bring together human insights and observations that, when applied, can impact one in six workers in the US.
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When employees work on teams where they feel that they are respected, they have a tendency to produce more. So I think companies understand that in order to create greater productivity, you have to really work on some of these levers of engagement.
At ADP, I feel really supported on a number of levels. I think the company has used all of the factors that conspire to actually make a more productive workforce. I have a great team that respects my opinion. It's about being authentic. It's about being open to diversity and different perspectives. I get to wake up every day and do exactly what I love doing, just really spending time with people, understanding people. It's about tending to other people and tending to yourself.
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ADP - Corporate Careers: Scott
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Hi, I'm Scott. I'm a VP in Finance Strategy here at ADP. I've been here for two years.
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So to somebody looking outside into ADP, what they really need to know is it's not a payroll company. And I definitely had that perception when I came in. And it's only really once you get inside it that you realize there's so many different facets to ADP. And it wasn't until I really dug into the role and the company that I realized that it was more than payroll. It was a pretty sophisticated technology company that was global in reach.
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