Service Team Manager

2 weeks ago

Pretoria, South Africa ADP Full time

Are you ready to grow your career and lead a team at an established, respected, global company?

Are you empathic to client needs, the people you lead, and internal partners to drive success?

Are you looking for an inclusive environment with a culture of collaboration and belonging?

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

In this role, you will lead a team that serves as ADP's front-line for solving clients' challenges - including issue resolution, answering questions, helping clients and more. You and your team carry the weight of ADP's service reputation and client satisfaction in your hands.

Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction of your team's daily activities, coaching and developing your team members, creating an overall productive and enjoyable working environment for your team, and managing and resolving client escalations.

To thrive in this role, you must be comfortable working in a metrics-driven call centre environment as part of a structured day. You have a way with clients and the people that you lead that builds rapport, establishes trust, and shines with professionalism. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

**WHAT TO EXPECT ON A TYPICAL DAY**:

- **Lead the Daily Activities of Your Team. **You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team. You will also track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods. You will analyze team statistics and prepare reports for your leadership
- **Coach and Develop. **You will train and mentor team members and identify development needs across the team, working with your leaders to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire/fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management to include scheduling and succession planning
- **Manage escalations and resolve clients' issues. **You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything"
- **Implement Strategic Goals and Partner Internally. **You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices. You may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units

**WHAT WE'D LOVE YOU TO HAVE**:

- A diploma / degree in commerce / human resources or any related qualification / experience
- At least **five years **of client service experience
- At least **three years **at a senior level

**Required Skills, Knowledge & Attributes**:

- Management and planning skills
- Knowledge of SA payroll Legislation
- Knowledge of SA payroll tax legislation
- Knowledge of SA labour legislation
- Accountability Problem-solving ability

**BONUS POINTS FOR THESE**:

- Payroll experience or experience as an HRIS practitioner with payroll systems experience (Sage300 and/or Premier)
- Experience in a Payroll Outsourcing environment will be advantageous
- Knowledge of other African countries payroll tax legislation will be advantageous

**YOU'LL LOVE WORKING HERE BECAUSE YOU CAN**:

- **Be yourself **in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights
- **Belong **by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences
- **Grow your career **in an agile, fast-paced environment with plenty of opportunities to progress
- **Continuously learn **through ongoing training, development, and mentorship opportunities
- **Be your healthiest. **Best-in-class benefits start on Day 1 because healthy associates are happy ones
- **Focus on your mental health and well-being. **We're h

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