Globalview Manager, Client Services

**ADP is hiring a GlobalView Manager, Client Services.** In this position you will assist the Director in establishing the strategy plan and direction for the Employee Service Center operations. This plan will establish the direction of daily activities and ensure efficient and productive operations through standardized processes and methodologies. The Manager will direct and lead the GlobalView Service Center associates in all support channels including voice, Siebel CRM and Remote Chat for Payroll, tax and eTime inquiries.
**At ADP we are driven by your success.** We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our **CORE** values**:
Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, &
Social Responsibility.**
**RESPONSIBILITIES**:
- Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
- Enhanced understanding and implementation of Service Center strategic goals. Oversee the use of standard process workflows by team
- Analyze workflows and call patterns and partner with Workforce team to make strategic recommendations to improve service delivery
- Track productivity and performance to ensure that quality standards and established targets are achieved consistently to meet our SLAs
- Function as a consultant and business partner to other groups within ADP
- Train and mentor team members and identify development needs across the team, working with the Director to coordinate additional training as needed
- Review training plans and advise on consistent and ongoing improvement in coordination with Global Education Services.
- Work with HR to review job descriptions to ensure talent is identified and recruited and the associates are trained consistently with appropriate development plans according to GlobalView standards
- Develop standards and processes to ensure associates meet or exceed contractual requirements and adhere to GlobalView &
ISAE 3402 standards
- Daily CRM and ticket monitoring and dashboard reporting for ticket monitoring and call statistics:
analysis, improvement actions
- Participate as required in cross regional activities, workshops etc. aiming at sharing and improving on current processes and practices
- Serve as an acting backup to the Director, providing leadership, guidance and direction to team members in the absence of the director
- Manage escalated issues and provide direction.
- Collaborate with peers to establish best practices and identify growth opportunities to support overall service center strategy plan
- HR responsibilities including annual performance appraisals, career/growth development plans and corrective/performance improvement plans
- Monitor attrition to be aligned with GlobalView goals, if discrepancies exist propose corrective actions
- May have budgetary responsibility.
- May have oversight of Workforce Management to include scheduling vacation request approvals
- Performs other duties as required
**QUALIFICATIONS REQUIRED**:
- 5 years Client Service Experience
- 3 years of People Leadership Experience
- Bachelor's Degree or its equivalent in education and experience
- Strong analytical skills
- Ability to work in a team environment, focused on achieving results
- Ability to maintain cooperative working relationships with all levels of management
- Ability to assess team members' performance and provide motivational support
- Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
- Process driven/experience in deploying process across multiple teams
- Siebel CRM or knowledge and practice of other Client Relationship Management tools
- Understanding and practice of payroll processing procedures
- Fluency in English (oral and written)
- Strong client service orientation
- Excellent verbal and written communication skills
- Strong initiative and enthusiasm
- PC literate (Windows, Excel, Word)
- CPP or FPC Certification
- Prior Leadership Training
LISERVICE
LI-141558363_EU1
LI-Hybrid
**Diversity, Equity, Inclusion &
Equal Employment Opportunity at ADP**:
ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate aga