1+ months

Sr. Manager Client Service & Product Support

Roseland, NJ 07068

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  • Does the future of VOC channel innovation excite you?
  • Are you passionate about how influential data insights can be and love using it to tell compelling stories to Sr. Leadership?
  • Have you got the power to build impactful relationships to transform problems into first-class solutions?


Well, then this may be the ideal role for you.

First, a little something about ADP: we believe great companies are built not only by great people -- but for them. Every day we strive to design a better way to work, helping employees at organizations around the world to stay productive and achieve their potential. We're always designing for people, starting right here with our one-of-a-kind culture and people like you.

As Sr. Mgr Client Svc & Prod Sup, you'll leverage your digital strategy know-how, business case building expertise and leadership experience to establish the direction of daily activities, while constructing a vision for the future of your team. You'll ensure efficient operations and create an overall productive and enjoyable working environment for your team. Key areas of focus include the development and management of a strong team, productive relationships with Workforce Optimization and CAET partners and collaborative efforts with HRO Sales & Service, Product, Operations and any other functional teams.

Does this sound like you?

  • Agile solution seeker. You're a problem solver who always can find the answer even in times of fast-paced change.
  • Collaborative spirit. You achieve more with others and value an inclusive culture where you can be you.
  • Trusted advisor. You live by integrity and deliver on promises... every time.
  • Leadership magnet. You're someone your leader can trust, and someone your peers will follow. Someone who can help set the team's direction and lead them to the successful execution of a vision you share with you.


What you'll do:


  • Lead the daily activities of a Personal Time Off service team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
  • Provide support and leadership guidance to the PEO Chat team through consultative conversations on service modeling using industry-led digital innovation knowledge and performance analysis.
  • Enrich the relationships between the Workforce/Telecom and PEO Payroll teams by acting as a champion for the business; support staffing and call flow strategies for the entire PEO Payroll organization.
  • Develop and drive service strategies by leveraging data, analytics, and client experience information focused on the achievement of improved client/associate experiences.
  • Analyze Payroll Operations Support team statistics and prepare reports for Sr. Leadership.
  • Demonstrate a strong ability to communicate with business partners, including strong executive presence.
  • Effectively manage escalated issues and clients and provide direction to team members.
  • Enhanced understanding and implementation of the Business Unit's strategic goals.
  • 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 directly to coordinate additional training as needed.
  • Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
  • Serve as an acting backup to the Sr. Leader, providing leadership, guidance, and direction to team members in the absence of the Sr. Leader.
  • Evaluate associates on performance and complete quarterly performance reviews.
  • Work in collaboration with associates to establish Individual Development Plans.
  • Develop and administer corrective action and performance improvement plans.
  • Hire/Fire authority in conjunction with Human Resources.
  • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with local leadership and other Business Units.


Experience you'll needRequired Qualifications

  • Bachelor's degree
  • At least 5 years of experience transforming data into actionable insights
  • At least 3 years of people leadership experience
  • Experience in the Workforce Optimization discipline
  • Superior client service skills (both verbal and written) and strong, active listening and communication skills.

Bonus points for thesePreferred Qualifications

  • Industry knowledge in voice of the customer (VOC) innovation and digital channel enhancements
  • MBA or advanced degree
  • Proficiency and in-depth knowledge of pertinent ADP Human Resources, Payroll and Benefits policies and procedures
  • Proficiency in Benefits Administration
  • Proficient in the latest web technologies and working knowledge of various operating systems
  • Prior leadership training
  • Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
  • Ability to work and thrive in a team environment, focused on achieving results
  • Able to collaborate and work effectively within cross-functional teams
  • Provide motivational support with the ability to assess team members' performance
  • Able to work both independently and as part of a team
  • Strong client relationship-building skills
  • Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
  • Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
  • Proficient using Microsoft Office.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

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 against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.



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Posted: 2022-04-04 Expires: 2022-09-03

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Sr. Manager Client Service & Product Support

Roseland, NJ 07068

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