Position Description
ADP have an exciting vacancy for a Service Team Manager to join our growing Service team! Location: Our Staines office (2 Causeway Park, The Causeway, Staines-Upon-Thames, TW18 3BF).Hybrid working: 3 days in office and 2 days from home
This is a full time, permanent position where you will be demonstrating effective leadership of people and management of processes to ensure quality, consistency and excellence of service. You will be building and maintaining effective client relationships to ensure thorough understanding of clients in your team's portfolio, including detailed knowledge of the client's business and their requirements from ADP.
Key Responsibilities:
To ensure delivery of excellent service through:
1. Maintaining and improving client relationships
2. Troubleshoot technical problems and engage technical teams where appropriate to assist
3. Focus on NPS for client base and drive improvements in this metric
4. Be available and visible to our clients, in terms of regular contact through calls, site visits
and off site meetings where appropriate
5. Manage stakeholders, including senior management at ADP
6. Build and maintain a high performing team
7. Provide effective leadership, direction, management and oversight to circa 10 payroll
specialists
Key Duties:
8. Build and maintain strong working relationships with client base
9. Manage performance of team, using TE, appraisal, and performance/attendance
management process
10. Leverage internal resources to assist in resolving client and team issues
11. Communication to clients, associates and colleagues in regard to all matters that may
affect client payrolls / service delivery
12. Client visits and visits to Staines office when necessary
13. Manage change effectively, and be an advocate for new products/processes
14. Improve processes through the relevant channels such as the Business Excellence Team
and BPI initiatives
15. Manage and improve associate engagement results through effective and robust
improvement plans
16. Maximise NPS and use client feedback to identify and act upon areas for improvement
17. Analyse performance reports to identify trends and areas for improvement.
18. Ensure service level agreements between ADP and clients are being met
19. Management of client contact including service reviews, calls, meetings and client visits
20. Monitor and ensure agreed processes and procedures are carried out in regard to
payroll processing
21. Ensure all client payroll procedures are current
22. Plan and manage delivery of all client "end of year" and P11d requirements
23. Manage day-to-day resourcing within your team
24. Manage the day-to-day activities of team members to ensure payroll deadlines are met
25. Sign off payrolls for live BACS transmission
26. Evaluate associates' workloads to ensure the efficient distribution of new business
within the team
27. Ensure that associates are adequately trained and developed
28. Create and execute training plans for new members of staff and existing staff were
required
29. Carry out 1:1s and performance reviews in line with ADP policy; create, support and
monitor personal development plans for team members
30. Maintain knowledge of current ADP products and services
31. Carry out other duties as required to fulfil the role
Skills and Knowledge:
Knowledge required:
32. Payroll Knowledge (desirable but not essential)
33. Strong customer service skills
34. Strong people management and leadership skills
35. Process and quality improvement experience
36. Microsoft Office, including Excel, Word and PowerPoint
Skills required:
37. Innovation and problem solving
38. Financial and commercial awareness
39. Communication and influencing
40. Teamwork and co-operation
41. Results orientation
42. Flexibility and organisational commitment
43. Managing performance
Education and Experience:
44. Operations management: capacity planning, resource management, skills management,
performance measurement and management, quality management and continuous
improvement
45. Chairing and managing internal and external meetings
46. Experience of working with and consistently delivering to client SLAs
47. Effective communication skills, both verbal and written, at all levels
Benefits:
48. 23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)
49. Flexible benefits — private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
50. Study support
51. Employee Assistance Program
52. Competitive salary and annual bonus
53. Company social events