Service Team Manager
ADP
- Staines, Surrey
- Permanent
- Full-time
- 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
- Build and maintain a high performing team
- Provide effective leadership, direction, management and oversight to circa 10 payroll
- Build and maintain strong working relationships with client base
- Manage performance of team, using TE, appraisal, and performance/attendance
- Communication to clients, associates and colleagues in regard to all matters that may
- Manage change effectively, and be an advocate for new products/processes
- Improve processes through the relevant channels such as the Business Excellence Team
- 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
- 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
- Create and execute training plans for new members of staff and existing staff were
- Carry out other duties as required to fulfil the role
- 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
- Innovation and problem solving
- Financial and commercial awareness
- Communication and influencing
- Teamwork and co-operation
- Results orientation
- Flexibility and organisational commitment
- Managing performance
- Operations management: capacity planning, resource management, skills management,
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
- 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