Service Team Manager

We are recruiting for a Service Team Manager to join our Service team!

Location: Our Cheadle office

Hybrid working - 3 days in office, 2 days from home

• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?
• Do you have experience managing a team and providing excellent service to clients?

If so, this may be an opportunity for you. Read on and decide for yourself.

JOB PURPOSE:

Effective management of resources and processes to ensure quality, consistency and excellence of service. Building and maintaining effective client relationships to ensure thorough understanding of all clients in the current portfolio, including detailed knowledge of the client's business including their requirements from ADP.

KEY RESPONSIBILITIES:

To ensure delivery of excellent service through:

• World Class Service delivery
• Client retention
• Associate retention, support, development and engagement

KEY DUTIES/TASKS:

• Ensure service level agreements between ADP and clients are being met
• Liaise with other departments and MPS teams and managers as necessary to ensure service delivery criteria are met
• Management of client contact including service reviews, calls, meetings and client visits
• Review and analysis Net Promoter Score (NPS) feedback and create management action plans, as appropriate
• Monitor and ensure agreed processes and procedures are carried out in regard to payroll processing
• Ensure all client payroll procedures are current
• Ensure that all MPS client communication (in or out) is dealt with appropriately
• Ensure client queries into MPS are dealt with appropriately, and act as a point of escalation
• Plan and manage the delivery of client payrolls
• Plan and manage delivery of all client "end of year" and P11d requirements
• Manage day-to-day resourcing
• Manage the day-to-day activities of team members to ensure payroll deadlines are met
• Sign off payrolls for live BACS transmission
• Review payroll-delivery team performance and provide monthly reports and analysis
• Evaluate associates' workloads to ensure the efficient distribution of new business within the team
• Ensure that associates are adequately trained and developed
• Ensure that associates are aware of and are applying current Inland Revenue legislation
• Create and execute training plans for new members of staff
• Human Resource (HR) reporting
• Carry out 1:1s and performance reviews in line with ADP policy; create, support and monitor personal development plans (PDPs) for team members
• Maintain knowledge of current ADP products and services
• Carry out other duties as required to fulfil the role, including client visits when necessary
• Follow ADP policy as stated in the Associate Handbook

SUPERVISORY RESPONSIBILITIES:

• Ensure World Class Service delivery to clients
• Ensure that all payrolls and associated services are delivered accurately and on time
• Review processes and implement process improvement
• Support and develop associates ensuring World Class Service delivery

SKILLS AND KNOWLEDGE:

Knowledge required:

• Payroll Knowledge (desirable)
• Strong customer service skills
• Process and quality improvement
• Microsoft Office, including Excel, Word and PowerPoint

Skills required - Must be able to demonstrate the following competencies:

• Innovation and problem solving
• Financial and commercial awareness
• Communication and influencing
• Teamwork and co-operation
• Results orientation
• Flexibility and organisational commitment
• Service Orientation
• Managing Performance
• Developing Others
• Leadership

EDUCATION AND EXPERIENCE:

• Operations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous 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

BENEFITS:

• 25 days holiday (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
• Company social events
• Annual bonus scheme

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

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

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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 upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.