Benefits Manager, Comprehensive Services
Posted Updated
ADP is hiring a Benefits Manager in HRO Comprehensive Services.
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, training their users on ADP technology, and more. In this position you will ensure that service quality processes are in place and maintained so that clients consistently experience high quality, professional, and friendly responses to their requests.
You will manage the daily activities of the team providing either tier 1 or 2 client service support to ensure efficient and effective delivery of optimal service to an assigned client base. Manages all human resource issues for the team. Determines training requirements and key performance indicators required to measure departmental and individual success. Provides continual communication and coordination of functional activities with other departments to ensure effective client support. Provides department reports to upper management and participates in the inter-function decision making process as required. You'll leverage your project management and leadership expertise to assist in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for your team.
Adaptability, empathy, self-motivation, and organization skills are must-haves in this job. You will need to balance your workload while resolving any escalations from your team, focus on what's important, and stay up-to-date on ADP and external policy changes. In return, you can expect job satisfaction through leading a team that saves the day for our clients. All while advancing your career at a stable, highly-respected Fortune 250 company that prides itself on its welcoming, inclusive workplace where you are valued and supported. Things can move fast here, so the pace shouldn't scare you. We still find time for a healthy dose of fun.
Ready to #MakeYourMark? Apply now!
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WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:
RESPONSIBILITIES :
- 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.
TO SUCCEED IN THIS ROLE: Required Qualifications
- At least five years of client service experience
o Demonstrated experience in Outsourcing, Benefits Administration or related role - At least three years of people leadership experience
A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experiences could include:
- Experience noted above OR
- Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.