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ADP

Manager, Payroll
Montreal, Canada Area, CA - Management Consulting

DEPARTMENT PROFILE Comprehensive Outsourcing Services (COS) provides end to end payroll processing for employers who choose to outsource this critical function. The department focuses on client service, best practices, legislative compliance and partners closely with customers as well as internal and external business partners to create customized solutions that meet their payroll needs as their businesses evolve.

POSITION SUMMARY

The Service Manager manages a large base of global and national client accounts as well as a team of payroll professionals for a specific market segment within Comprehensive Outsourcing Services (COS). The Manager oversees the daily client payroll processes, compliance related activities such as year end, manages contractual and non-contractual service levels, client service requests, projects, change management, reporting, training and associate development. In addition, the Service Manager establishes and/or modify best practices to improve the processes, employee engagement, customer satisfaction and ensures COS standard policies/procedures are followed and conducts post mortems when required to assess quality issues. The Service Manager deals with several internal and external business partners such as the New Client Integration, Implementation, Sales, ADP US and Shared Services to support the team in providing payroll service to clients.

RESPONSIBILITIES

• Lead, coach and mentor a Team of Payroll Specialists/Co-ordinators responsible for end to end payroll processing and providing Stellar Service to high value clients throughout Canada and the US.
• Manage contractual and non-contractual client service level agreements/objectives to ensure metrics are achieved and fees at risk are minimized. Facilitates frequent client communications.
• Ensures productivity measurements are achieved. Analyses data, makes ongoing adjustments to achieve desired business results.
• Identify and resolve of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences.
• Manages client retention process, client survey processes and reporting.
• Summer, Fall and Year End planning, balancing and execution with teams and customers to ensure compliance with legislative requirements and deadlines.
• Supports Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement and adaptation to fast paced, changing and challenging work environment.
• Set objectives/ targets and communicates achievements and results.
• Organize workforce management
• Monitor and manage controllable expenses
• Works with other ADP functional groups, maintains a global perspective, develops and documents innovative and proactive solutions with One ADP approach in mind.
• Partners with the New Client Integration Team and Payroll team to smoothly onboard new clients.
• Challenges existing processes, procedures, utilization of technology within the control of the Business Unit by to gain operational efficiencies by streamlining and automating processes reducing redundancies and unnecessary process steps.
• Champions the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the Team.
• Participates in the establishment, communication, rollout and measurement of Team and Business Unit Engagement focus areas to support and enhance an Employer of Choice environment.

Experience, Skills, Academic: COMPETENCIES Education:

• PCP or CPM certification preferred

Knowledge, Experience, and Skills: Required:

• Three to five years experience in a leadership role within a client services environment
• Proven Leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourceful
• Advanced experience with computer software applications including Word, Excel and Outlook
• Bilingual
  
  

Preferred:

• Canadian payroll

• Advanced experience with ADP applications (Pay@work, Pay Specialist, People@Work, EzLabour)

Attributes:

• Superior verbal and written communication skills
• Proven ability to multi-task, probe effectively, analyze and problem solve while exercising sound judgment to resolve complex client concerns in a fast paced and rapidly growing environment
• Ability to successfully work in a challenging fast paced environment and consistently achieve exceptional quality standards, while ensuring the team provides outstanding customer service to all clients
• Excellent planning, coordinating, organizing and time management skills with ability to delegate
• Collaborative approach to leadership
• Innovative leader that focuses on continuous improvement
• Demonstrates ADP Values

LICAN Job Category: Client Service
Area of Interest: Customer Service / Support
Locations: Canada, Montreal, QC

No salary provided

Posted May 01, 2015 at 10:37AM from LinkedIn http://ift.tt/1c2tNmo
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