Gestionnaire Service À La Clientèle, Comptes Majeurs/client Service Manager , MAS

Client Service Manager

ADP is hiring an experienced Client Service Manager. In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

A service professional that manages a base of client accounts within the Comprehensive HR team. The Manager oversees the daily client payroll/HR processes and escalations and leads a team comprising of Payroll Consultants, Specialists, and HR Service consultants. The manager deals with ADP Canada departments such as the Implementation team, Sales, and Client Services.

Responsibilities:

• Lead, coach and mentor a team of payroll professionals responsible for providing stellar service to high value clients throughout Canada.
• Proactively advocate on behalf of clients with other ADP teams to ensure issues are rapidly identified and brought to closure.
• Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency.
• Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences.
• Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur.
• Ensures that all research projects contain appropriate documentation to clients and meet the guidelines established for what Comprehensive HR can and cannot provide.
• Facilitates and coordinates communication throughout the team and works collaboratively with all internal clients/partners.
• Serve as the primary escalation point for clients. Develop, own and strengthen the relationship with our clients.
• Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the team.
• Support associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement.
• Participates and/or leads departmental or comprehensive task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables.
• Collaborate effectively with the broader Comprehensive Services team to ensure alignment with the North American offering, service philosophy and client expectations.
• Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.

Qualifications:

• 5-7 years of experience in a leadership role within a client services environment.
• Proven leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for team members, while remaining approachable, objective and resourceful.
• Advanced experience with computer software applications including Word, Excel, and Outlook.
• Superior client service skills (both verbal and written) and strong active listening skills.
• Effective communication skills.
• Ability to collaborate & work effectively within cross functional teams.
• Functional Canadian payroll and/or HR expertise required.
• English/French bilingualism is mandatory in Montreal.

Education:

Bachelor's Degree preferred - CPA/CHRP Certification is an asset.

We power the working world with comprehensive solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of business outsourcing and human capital management solutions worldwide.

ADP is an Equal Opportunity Employer. Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.