NAS Talent Implementation RM Team Leader

Job Title

Lead the daily activities. You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team, manage escalated client issues, and provide direction on client resolutions. You will also track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods. You will analyze team statistics and prepare reports for your leadership.

Flex and adapt. You thrive in a structured environment where you set priorities, organize your day, multi-task, change direction, and provide prompt follow-up. You're a problem solver who can find an answer, or a solution, for time-sensitive issues and meet deadlines. You take the initiative to seek answers, solutions, and positive outcomes for both the client and ADP.

Coach and develop. You will train and mentor team members and identify development needs across the team, working with your leaders to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire/fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management/Resource Planning and succession planning.

Manage escalations and resolve clients' issues. You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will strive to exceed client expectations in every interaction.