Job Description
ADP have an exciting vacancy for a Service Team Manager to join our growing Service team!
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
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
Please 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 relationships
- Troubleshoot technical problems and engage technical teams where appropriate to assist
- Focus on NPS for client base and drive improvements in this metric
- Be available and visible to our clients, in terms of regular contact through calls, site visits
- and off site meetings where appropriate
- Manage stakeholders, including senior management at ADP
- Build and maintain a high performing team
- Provide effective leadership, direction, management and oversight to circa 10 payroll specialists
Key Duties:
- Build and maintain strong working relationships with client base
- Manage performance of team, using TE, appraisal, and performance/attendance
- management process
- Leverage internal resources to assist in resolving client and team issues
- Communication to clients, associates and colleagues in regard to all matters that may
- affect client payrolls / service delivery
- Client visits and visits to Staines office when necessary
- Manage change effectively, and be an advocate for new products/processes
- Improve processes through the relevant channels such as the Business Excellence Team
- and BPI initiatives
- Manage and improve associate engagement results through effective and robust
- improvement plans
- Maximise NPS and use client feedback to identify and act upon areas for improvement
- Analyse performance reports to identify trends and areas for improvement.
- Ensure service level agreements between ADP and clients are being met
- Management of client contact including service reviews, calls, meetings and client visits
- Monitor and ensure agreed processes and procedures are carried out in regard to
- payroll processing
- Ensure all client payroll procedures are current
- Plan and manage delivery of all client "end of year" and P11d requirements
- Manage day-to-day resourcing within your team
- Manage the day-to-day activities of team members to ensure payroll deadlines are met
- Sign off payrolls for live BACS transmission
- Evaluate associates' workloads to ensure the efficient distribution of new business
- within the team
- Ensure that associates are adequately trained and developed
- Create and execute training plans for new members of staff and existing staff were
- required
- Carry out 1:1s and performance reviews in line with ADP policy; create, support and
- monitor personal development plans for team members
- Maintain knowledge of current ADP products and services
- Carry out other duties as required to fulfil the role
Skills and Knowledge:
Knowledge required:
- Payroll Knowledge (desirable but not essential)
- Strong customer service skills
- Strong people management and leadership skills
- Process and quality improvement experience
- Microsoft Office, including Excel, Word and PowerPoint
Skills required:
- Innovation and problem solving
- Financial and commercial awareness
- Communication and influencing
- Teamwork and co-operation
- Results orientation
- Flexibility and organisational commitment
- Managing performance
Education and Experience:
- Operations management: capacity planning, resource management, skills management,
- performance measurement and management, quality management and continuous
- improvement
- Chairing and managing internal and external meetings
- Experience of working with and consistently delivering to client SLAs
- Effective communication skills, both verbal and written, at all levels
Benefits:
- 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 more
- Study support
- Employee Assistance Program
- Competitive salary and annual bonus
- Company social events