20 days old

Team Leader, COS

Augusta, GA 30901
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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.

POSITION SUMMARY:
The Team Leader, under the guidance of a Client Service Manager/Payroll Manager, provides support and coaching to and serves as an escalation point to a team of Payroll Specialists and Client Service Consultants in servicing clients and processing client's payrolls. The Team Lead must be able to influence tasks and deliverables for team members without direct reporting relationship. Provides high level technical application and software support and coaching to resolve client escalations and other technical issues raised in the areas of system set up, product functionality, and payroll processing. Coaches team members on the delivery of stellar service to build and improve client satisfaction and retention.

RESPONSIBILITIES:

Functional Responsibilities:

  • Manages the entire workflow of the Payroll team towards successful service delivery to one or more clients. Reconciles the inputs and outputs of the payroll processing, working with other partner teams.
  • Effectively coach and mentor payroll team on ADP standard operating procedures, run book and client policies and procedures. 
  • Thorough understanding of client payroll processing and daily checklist to monitor complete accuracy of payroll.
  • Responsible for checklist sign off and preview reasonableness validation.
  • Ensures payroll team adherence to scheduled work tasks, policies and procedures.
  • Ensure daily and weekly tasks are completed to deliver on the execution of the entire payroll cycle. Manage to SOC 1 audit control objectives.
  • Must be able to create and execute reports as necessary via Report Smith, ADP Reporter and/or Crystal. 
  • Must be able to create and execute Siebel (DASH) queries. 
  • Perform ad hoc testing and validation as needed. 
  • Ensure service request (SR's/Cases) are addressed by team in timely manner. 
  • Ensure timeliness and accuracy of data received from 3rd party vendors and internal stakeholders
  • Responsible for monthly SLA reporting.
  • Develop and drive to completion plans for special projects, Issues Logs and ongoing requirements -Year/Quarter-end, Annual Enrollment, BPI etc.
  • Troubleshoot escalated payroll and tax anomalies working with Tier II and/or other internal support groups till resolution if necessary.
  • Responsible for continuous process improvement identified through root-cause analyses & engages other support teams as needed. 
  • Ensure timely and accurate weekly incident reporting.

Leadership Responsibilities:

  • Must be able to influence tasks & deliverables for team members without direct reporting relationship. 
  • Supports the screening process for new associates and participate in interviews in support of the Payroll Manager's hiring needs.
  • Support the training and mentoring of Payroll Specialists' on job requirements, product functionality and service delivery techniques.
  • Independently lead team and processing in managers absence.
  • Provide feedback to manager for performance planning of payroll specialist.
  • Resource for escalation from payroll specialist. 
  • Assist in the rollout of new processes and procedures and ensure team compliance.
  • Maintain confidentiality surrounding associate performance and personal information.

Client Service Delivery Responsibilities:

  • Builds relationships of trust, respect and partnership with client contacts and Client retain team by providing World Class Service
  • Attend and actively participate in client conference calls and onsite visits as required by management.
  • Handles escalated client issues and assists the payroll specialists in diffusing escalations.
  • Ensure all client escalations are communicated to payroll manager.
  • Escalate major client issues to Payroll Manager
  • Assist internal partners on payroll /client specific request. 
  • Responsible for day-to-day/operational account management of the client.

QUALIFICATIONS REQUIRED:
Education: Degree
Experience: 3-5 years

 

Preference will be given to candidates who have the following:
  • Associates Degree or equivalent in education and experience
  • Technical Knowledge
  • Verbal and Written Communication
  • Relationship Building
  • Coaching

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 ADPs culture and our full set of values.

Industry

  • Other
Posted: 2021-06-05 Expires: 2021-07-25
Sponsored by:
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Team Leader, COS

ADP
Augusta, GA 30901

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