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Client Services Management Team Leader

2 months ago

Salem, New Hampshire, United States ADP Full time

Position Overview: Elevate Your Career with ADP:
At ADP, we are dedicated to pioneering advancements in Human Capital Management.

Through innovative solutions, we are transforming our industry and seeking dynamic leaders to drive our vision forward.

If you thrive on challenges, uphold core values, inspire your team, and surpass objectives, you will seamlessly integrate into our committed workforce, who consistently achieve remarkable outcomes for one another and our clients.

ADP is looking for a 401(k) Client Services Management Team Leader within our Retirement Services division.

In this role, you will utilize your project management and leadership skills to support the Team Manager in defining daily operational strategies, ensuring streamlined processes, and fostering a productive and enjoyable workplace for our team members.

We aim for every interaction to reflect our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

KEY RESPONSIBILITIES:


Lead the daily functions of the team to guarantee timely completion of tasks, adhering to quality benchmarks, priorities, and overall objectives. Act as a resource for team members, leveraging a comprehensive understanding of team responsibilities, goals, and individual development plans.

Monitor associate/client interactions through our quality assurance system and assess calls to ensure delivery of World Class Service in accordance with established guidelines. Oversee adherence to standard operational workflows by the team.

Provide training and mentorship to team members, identifying development needs and collaborating with leadership to arrange additional training as necessary. Track various productivity and performance metrics to ensure compliance with established standards, particularly during peak activity periods.

Serve as an interim backup to the Team Manager, offering leadership, guidance, and direction to team members in the manager's absence. Deliver constructive feedback on individual performance to leadership.

Provide direct feedback to associates on areas for improvement to enhance client services. Contribute to leadership discussions regarding associate performance evaluations.

Utilize sound judgment to escalate issues requiring the Team Manager's intervention. Analyze team performance data and prepare comprehensive reports. Engage in task forces, strategic initiatives, special assignments, and collaborative opportunities with other business units as required.


QUALIFICATIONS:
Bachelor's degree or equivalent experience in a related field is required. Experience in Retirement Services is essential.

A minimum of 3 years of relevant experience, including at least 1 year in a leadership role. Preference will be given to candidates with:
In-depth knowledge of ADP's 401(k) processes and technology.
Strong communication skills to effectively engage with all levels of internal and external stakeholders, both verbally and in writing. Excellent collaboration, organizational, time management, customer service, and problem-solving abilities, with a proven track record of accuracy and meeting deadlines amidst frequent interruptions.

Ability to thrive in a team-oriented environment focused on achieving results, while maintaining positive working relationships with all management levels. Capacity to evaluate team performance and provide motivational support.

Ability to work independently and collaboratively as part of a team. Strong skills in building client relationships. Ability to identify procedural issues and escalate them appropriately. Demonstrated learning agility and critical thinking skills, with the ability to apply basic concepts in new contexts. Proficiency in current web technologies and familiarity with various operating systems. Proficient in Microsoft Office. CPP or FPC certification is preferred. Comprehensive knowledge of relevant ADP HR, Payroll, and Benefits policies and procedures.


Diversity, Equity, Inclusion, and Equal Employment Opportunity at ADP:

ADP is committed to fostering an inclusive, diverse, and equitable workplace, ensuring 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, protected veteran status, or disability.

Hiring decisions are based on ADP's operational needs and applicant merit, including qualifications, experience, ability, availability, cooperation, and job performance.


Ethics at ADP:

ADP has a longstanding commitment to conducting business with the highest ethical standards and full compliance with applicable laws. We expect our employees to uphold our values with integrity and to foster a respectful workplace.

For more information about ADP's culture and values, please visit our website.