This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. Has significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.ResponsibilitiesOversees the day-to-day activities of associates and achievement of established associate and client service level metrics. (30% of time)Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)Achieves objectives for associate engagement and turnover. (20% of time)Collaborate with other internal departments to ensure service objectives are met. (15% of time)Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)Creates a high-performance team environment that supports/reinforces associate development and retention. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff. Assists in determining the team's training requirements. Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)RequirementsGraduate of business administration/management, accounting or other related disciplines. (Highly Preferred)3-5 years customer service, benefits administration, payroll, HR or related experience. (Required / Highly Preferred)2-3 years SME, mentor or supervisory experience (Required)Proven proficiency in prioritizing critical client issues and managing workflow. (Required)Proficiency in the use of PC applications. (Required)Working knowledge of payroll and benefit administration is helpful. (Highly Preferred)Effective oral and written communication skills required.Strong interpersonal, conflict management and mentoring skills.Effective time management skills, organization, and planning required.CompetenciesDelivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.Maintaining focus to deliver results in a fast-paced and diverse environment.Motivating and managing exceptional team performance, making the most of associates' diverse strengths and skills.Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.Providing opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP's overall success.Holding self and others to the highest personal and professional standards, becoming a role model for ADP vision and values.
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