Senior Service Center Manager
hace 20 horas
Job Summary
This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. The Senior Service Center Manager will have a significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.
Key Responsibilities
- Associate Management
- Oversee the day-to-day activities of associates and achievement of established associate and client service level metrics.
- Establish and communicate goals and provides regular feedback to associates, including developmental opportunities.
- Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
- Client Satisfaction
- Achieve objectives for associate engagement and turnover.
- Collaborate with other internal departments to ensure service objectives are met.
- Process Improvement
- Identifies areas in need of process improvement and solicits feedback from associates on service improvements.
- Team Development
- Creates a high-performance team environment that supports/reinforces associate development and retention.
- Provides periodic performance feedback and conducts annual performance reviews.
- Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff.
- Assists in determining the team's training requirements.
- Ensure timely and effective training is delivered to enhance skills of the team.
Requirements
- Graduate of business administration/management, accounting or other related disciplines.
- 3-5 years customer service, benefits administration, payroll, HR or related experience.
- 2-3 years SME, mentor or supervisory experience.
- Proven proficiency in prioritizing critical client issues and managing workflow.
- Proficiency in the use of PC applications.
- Working knowledge of payroll and benefit administration is helpful.
- Effective oral and written communication skills required.
- Strong interpersonal, conflict management and mentoring skills.
- Effective time management skills, organization, and planning required.
Competencies
- Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
- Maintaining focus to deliver results in a fast-paced and diverse environment.
- Motivating and managing exceptional team performance, making the most of associates' diverse strengths and skills.
- Collaborating with all internal resources at all levels to achieve shared goals and exceed expectations.
- Providing opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP's overall success.
- Holding self and others to the highest personal and professional standards, becoming a role model for ADP vision and values.
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