Assistant Manager – SBS

Profile

Description:

The Client Service Lead/SME reports to the Manager/Business Owner. The primary focus of this position is to function as an owner by focusing on associates' development, managing talent, overall service delivery, timely and accurate delivery of payroll processing. Including, managing both internal and external service experience of our business while ensuring we achieve the margin targets and positive client experience measured by NPS.

This position will be responsible for overseeing and managing NL payroll specialist teams. Responsible to ensure that timely actions and resolution of payroll processing is completed for our clients requested through the Siebel system.
The goal is to deliver the maximum value in the most efficient sustainable time while providing the highest possible quality to clients. The Client Service Manager is responsible for both the associate and client experience.

Responsibilities:

· Lead a payroll specialist team and provide direction on team activities including resource optimization, performance expectation settings, offering coaching and mentoring, supporting a culture of self-development and talent growth.

· Role will be responsible for a portfolio of clients and oversight of daily operations as it relates to payroll and collaborating with internal teams to ensure a One ADP approach for a better client experience.

· Ensure Payroll Specialists are trained and prepared for their roles and responsibilities within the service structure.

· Accountable for implementing the strategic direction of the business, including managing client escalations, tools, and process adoption, KPI's, and managing to the service metrics.

· Collaboration across multiple functional leaders (Service, Implementation) to have a smooth transition of incoming clients within the Service Teams.

· Develop and maintain client relationships both internal/external at all levels of client and ADP organizations.

· Drives a performance-based and learning culture that engages Service Teams to achieve excellence.

· Contribute to improve client satisfaction scores (NPS); partner with client success team to create an action plan to address issues and improve client's satisfaction as necessary.

· Partner with the different internal teams to identify ways of increasing revenue and generating services in compliance with the pricing policy.

· Support the delivery of the various projects (outside of the scope of payroll services) to meet the clients' expectations.

· Collaborate with other Client Service Managers, Business Owners and Transformation Team to continuously streamline the Service Operations process and tools while keeping the client at the center of any improvement.

· Participate and support strategic initiatives, stretch assignments, and collaboration opportunities with other business units