Job Title: Onboarding Lead
Department: Client Services
Reports To: Manager of Client Services
FLSA Status: Exempt
Position Summary The Onboarding Lead is responsible for training, supervising, and managing assigned Client Account Managers. The Onboarding Lead is also responsible for understanding the status of their assigned team members' clients and payrolls and acts as an escalation point with the client when the need arises. The Onboarding Lead may participate in resource allocation, considering their team members' strengths and career desires. The Onboarding Lead is responsible for the overall onboarding training program for each new Client Account Manager.
Essential Duties and Responsibilities Perform required Client Account Manager responsibilities for assigned clients.
Perform required Team Lead responsibilities for assigned clients.
Manage the Onboarding Training program for each assigned team member.
Ensure that defined metrics for Client Services are maintained and that profitable margins are sustained while maintaining client satisfaction.
Conduct weekly check-ins with each assigned team member.
Participate in a bi-weekly touch base with the Manager of Client Services regarding new team member performance.
Establish a relationship that nurtures open and honest communication.
Discuss challenges and successes related to assigned clients.
Provide performance feedback, both positive and constructive.
Act as a mentor and career coach.
Participate in the performance management process.
Complete and conduct 3-month and annual performance reviews.
Make recommendations based on performance, including salary, promotions/staff changes, and separations.
Act as the key escalation contact for all clients assigned to team members.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Passion: For managing and developing people.
Education: Bachelor's degree from a four-year college or university.
Experience: One to three years related experience and/or training, preferably in a service environment.
Other Skills and Abilities: Bilingual language skills are a plus.
Metrics Revenue per employee.
Positive client satisfaction.
Timely and meaningful performance evaluations.
Employee turnover.
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.
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