Service Team Manager

• Maintaining and improving client relationships
• Troubleshoot technical problems and engage technical teams where appropriate to assist
• Focus on NPS for client base and drive improvements in this metric
• Be available and visible to our clients, in terms of regular contact through calls, site visits
  and off site meetings where appropriate 
• Manage stakeholders, including senior management at ADP
• Build and maintain a high performing team
• Provide effective leadership, direction, management and oversight to circa 10 payroll
  specialists

• Build and maintain strong working relationships with client base
• Manage performance of team, using TE, appraisal, and performance/attendance
  management process
•  Leverage internal resources to assist in resolving client and team issues
• Communication to clients, associates and colleagues in regard to all matters that may
  affect client payrolls / service delivery
•  Client visits and visits to Staines office when necessary
• Manage change effectively, and be an advocate for new products/processes
• Improve processes through the relevant channels such as the Business Excellence Team
  and BPI initiatives
• Manage and improve associate engagement results through effective and robust
  improvement plans
• Maximise NPS and use client feedback to identify and act upon areas for improvement
• Analyse performance reports to identify trends and areas for improvement.
• Ensure service level agreements between ADP and clients are being met
•  Management of client contact including service reviews, calls, meetings and client visits
• Monitor and ensure agreed processes and procedures are carried out in regard to
  payroll processing
• Ensure all client payroll procedures are current
• Plan and manage delivery of all client “end of year” and P11d requirements
• Manage day-to-day resourcing within your team
• Manage the day-to-day activities of team members to ensure payroll deadlines are met
•  Sign off payrolls for live BACS transmission
• Evaluate associates’ workloads to ensure the efficient distribution of new business
  within the team
• Ensure that associates are adequately trained and developed
• Create and execute training plans for new members of staff and existing staff were
  required
• Carry out 1:1s and performance reviews in line with ADP policy; create, support and
  monitor personal development plans for team members
• Maintain knowledge of current ADP products and services
• Carry out other duties as required to fulfil the role

• Payroll Knowledge (desirable but not essential)
• Strong customer service skills
• Strong people management and leadership skills
• Process and quality improvement experience
• Microsoft Office, including Excel, Word and PowerPoint

• Innovation and problem solving
•  Financial and commercial awareness
•  Communication and influencing
• Teamwork and co-operation
• Results orientation
• Flexibility and organisational commitment
• Managing performance

• Operations management: capacity planning, resource management, skills management,
  performance measurement and management, quality management and continuous
  improvement
• Chairing and managing internal and external meetings
• Experience of working with and consistently delivering to client SLAs
• Effective communication skills, both verbal and written, at all levels

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.