1+ months

Senior Client Service Manager

Norfolk, VA 23510
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ADP is hiring a Senior Client Service Manager. This person is responsible for the central management and direction of multiple service, sales support and administrative functions within the SBS Region. Ensures the delivery of World Class Service and the improvement of overall client metrics including help desk service levels, accountant satisfaction and client retention. At the direction of the General Manager (GM) and Client Relations Executive (CRE), implements service initiatives and tools to improve service delivery, quality and productivity. Evaluates and monitors the success of service initiatives and tools on a regular basis and provides feedback.
 
He/She is responsible for driving client satisfaction, retention and referral results in Region through the strategic direction/management of the client services staff. Proactively consults with external clients, sales, service and implementation teams and recommends strategy to meet or exceed the Region's performance goals, especially in the areas of quality, client retention, productivity, and call management.. Demonstrate understanding that the client's best interests are served through smooth, seamless service delivery. Management and direction of multiple service functions and/or teams within the Midwest Region. Creates a high performance team environment that supports/reinforces associate development and retention. Leaders and associates may be located in multiple sites that are virtually connected into one Region. Must be able to create engagement and deliver consistent results through a distributed workforce.
 
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:
  • Manages multiple teams to ensure that service objectives, including service levels, are met. Ensures that the Region adheres to the SBS Call Center Strategy and related service models. Continuously reviews service performance (call volume, schedule adherence, call metrics, quality metrics, productivity, client retention, etc.). Ensures that queues are managed effectively, reprioritizing as needed.
  • Identifies and appropriately addresses opportunities for improvement. Directs the resolution of specific service escalations or issues, especially those with high impact and/or visibility.
  • Implements SBS Service initiatives and processes to improve all aspects of Service Delivery. Provides feedback to the GM and CRE as necessary.
  • Communicates strategic goals to the Client Service teams. Develops tactical plans to reach these goals. Engages managers in the communication of the Service vision. Regularly communicates with associates.
  • Creates a high performance team environment that supports/reinforces associate development and retention. Coaches and develops managers to improve current performance and build bench strength for the future. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of Client Service teams.
  • Must be client-focused and have excellent project management skills
  • Determines the team training requirements. Ensures timely and effective training is delivered to enhance skills of the Client Service teams.
  • Monitors and analyzes phone and performance statistics, as needed. Reviews and approves reports and submits to CRE according to deadlines.
  • Partners with Implementation, Teledata, Service, Sales and other stakeholders to ensure effective client support.
QUALIFICATIONS REQUIRED:
  • BA/BS in Business Administration, or equivalent combination of education and experience.
  • A minimum of 7 years of experience in an client service or implementation environment, with at least 3 years of direct leadership or managerial experience.
  • Prior payroll and/or all center management experience preferred.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Posted: 2020-12-31 Expires: 2021-03-28
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Senior Client Service Manager

ADP
Norfolk, VA 23510

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