Client Service Manager II

Work Location(s): Norfolk, VA, US

ADP is hiring a Senior Client Service Manager, Payroll.

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• Do you enjoy collaboration, working with people, and thrive in a fast-paced, friendly environment?
• Are you all about the follow-up and follow through that helps you and your clients work smarter, embrace new challenges, and unlock a world of opportunity?
• Have you got the power to transform problems into first-class solutions?

Well, then you might be just the person we’re looking for.

First, a little something about ADP: we believe great companies are built not only by great people — but for them. Every day we strive to design a better way to work, helping employees at organizations around the world to stay productive and achieve their potential. We’re always designing for people, starting right here with our one-of-a-kind culture and people like you.

As Senior Client Service Manager, Payroll, you’ll leverage your Human Capital Management (HCM) and leadership expertise to establish the direction of daily activities; you’ll ensure efficient operations and create an overall productive and enjoyable working environment for your team. Key areas of focus include the development and management of a strong team, productive relationships with executive-level client contacts (i.e., Chief Financial Officer, Chief Human Resource Officer, etc.) and collaborative efforts with ADP Sales, HCM Service, Implementation, Product, Operations and any other functional teams as required to drive client outcomes in support of retaining and expanding their teams’ books of client business.

Does this sound like you?

• Agile solution seeker. You’re a problem solver who always can find the answer even in times of fast-paced change.
• Collaborative spirit. You achieve more with others and value an inclusive culture where you can be you.
• Trusted advisor. You live by integrity and deliver on promises… every time.
• Leadership magnet. You’re someone your leader can trust, and someone your peers will follow. Someone who can help set the team’s direction and lead them to the successful execution of a vision you share with your leader.

What you’ll do: Responsibilities

• Lead daily activities of an Account Manager team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
• Ensure team supports and models cultural behaviors including ownership, client advocacy, teamwork, and business acumen to achieve performance metrics.
• Develop and drive client management strategies by leveraging data, analytics, and client experience information focused on the achievement of client desired outcomes.
• Strategize with teams and internal partners to develop effective intervention plans to address challenges related to client health, including direct involvement in activities necessary to stabilize and save at-risk client business.
• Demonstrate a strong ability to communicate with executive clients, including strong executive presence, de-escalation, and relationship management.
• Participate in financial forecast exercises related to their Book of Business, including input to managing loss forecast.
• Effectively manage escalated issues and clients and provide direction.
• Enhanced understanding and implementation of the Business Unit’s strategic goals.
• Oversee the use of standard process workflows by team.
• Function as a consultant and business partner to other groups within ADP.
• Train and mentor team members and identify development needs across the team, working directly to coordinate additional training as needed.
• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
• Serve as an acting backup to the Director, providing leadership, guidance, and direction to team members in the absence of the Director.
• Analyze team statistics and prepare reports for the Director.
• Evaluate associates on performance and complete quarterly performance reviews.
• Work in collaboration with associates to establish Individual Development Plans.
• Develop and administer corrective action and performance improvement plans.
• Hire/Fire authority in conjunction with Human Resources.
• May have oversight of Workforce Management to include scheduling and succession planning.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other Business Units.

Experience you’ll need: Required Qualifications

• At least 5 years of experience
• At least 3 years of people leadership experience
• Superior client service skills (both verbal and written) and strong, active listening and communication skills.

Bonus points for these: Preferred Qualifications

• MBA or advanced degree
• Certifications: Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
• Proficiency and in-depth knowledge of all pertinent ADP Human Resources, Payroll and Benefits policies and procedures
• Proficient in the latest web technologies and working knowledge of various operating systems
• Prior leadership training
• Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to work and thrive in a team environment, focused on achieving results
• Able to collaborate and work effectively within cross-functional teams
• Provide motivational support with the ability to assess team members’ performance
• Able to work both independently and as part of a team
• Strong client relationship-building skills
• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Proficient using Microsoft Office.

You’ll love working here because you can:

• Make your mark. We want you to challenge things and are open to fresh ideas.
• Bring your passion and fun. Be yourself in a culture of highly diverse perspectives and insights.
• Stay ahead of the curve. An agile, fast-paced environment means plenty of opportunities to progress.
• Find meaning. Feel good as you do work that accelerates progress for employees in organizations all over the world.
• Become a certified “smarty pants.” Ongoing training and development opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits that start on Day 1, because healthy associates are happy ones.
• Get paid to pay it forward. Company paid time off for volunteering for causes you care about.

If you’ve made it down this far, we have to ask: What are you waiting for? Apply today!

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 ADP’s culture and our full set of values.