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 homePlease note, we are unable to consider anyone outside of the UK or candidates on a student/dependant visa. We are also unable to provide sponsorship.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:Maintaining and improving client relationshipsTroubleshoot technical problems and engage technical teams where appropriate to assistFocus on NPS for client base and drive improvements in this metricBe available and visible to our clients, in terms of regular contact through calls, site visitsand off site meetings where appropriateManage stakeholders, including senior management at ADPBuild and maintain a high performing teamProvide effective leadership, direction, management and oversight to circa 10 payroll specialistsKey Duties:Build and maintain strong working relationships with client baseManage performance of team, using TE, appraisal, and performance/attendancemanagement processLeverage internal resources to assist in resolving client and team issuesCommunication to clients, associates and colleagues in regard to all matters that mayaffect client payrolls / service deliveryClient visits and visits to Staines office when necessaryManage change effectively, and be an advocate for new products/processesImprove processes through the relevant channels such as the Business Excellence Teamand BPI initiativesManage and improve associate engagement results through effective and robustimprovement plansMaximise NPS and use client feedback to identify and act upon areas for improvementAnalyse performance reports to identify trends and areas for improvement.Ensure service level agreements between ADP and clients are being metManagement of client contact including service reviews, calls, meetings and client visitsMonitor and ensure agreed processes and procedures are carried out in regard topayroll processingEnsure all client payroll procedures are currentPlan and manage delivery of all client "end of year" and P11d requirementsManage day-to-day resourcing within your teamManage the day-to-day activities of team members to ensure payroll deadlines are metSign off payrolls for live BACS transmissionEvaluate associates' workloads to ensure the efficient distribution of new businesswithin the teamEnsure that associates are adequately trained and developedCreate and execute training plans for new members of staff and existing staff wererequiredCarry out 1:1s and performance reviews in line with ADP policy; create, support andmonitor personal development plans for team membersMaintain knowledge of current ADP products and servicesCarry out other duties as required to fulfil the roleSkills and Knowledge:Knowledge required:Payroll Knowledge (desirable but not essential)Strong customer service skillsStrong people management and leadership skillsProcess and quality improvement experienceMicrosoft Office, including Excel, Word and PowerPointSkills required:Innovation and problem solvingFinancial and commercial awarenessCommunication and influencingTeamwork and co-operationResults orientationFlexibility and organisational commitmentManaging performanceEducation and Experience:Operations management: capacity planning, resource management, skills management,performance measurement and management, quality management and continuousimprovementChairing and managing internal and external meetingsExperience of working with and consistently delivering to client SLAsEffective communication skills, both verbal and written, at all levelsBenefits:23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)Flexible benefits — private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many moreStudy supportEmployee Assistance ProgramCompetitive salary and annual bonusCompany social events