Team Lead

At ADP we are looking for a Payroll Team Leader.

JOB PURPOSE:

To maximise value for clients by:

• Promoting best practices & standardized processes, flagging deviations

• Define the team capacity and receive client assignments and targets from MS Manager

• Ensure team productivity and quality of results.

• Coordinating priorities among the team on daily basis

KEY RESPONSIBILITIES:

To ensure delivery of excellent service by:

• When required acting as an intermediate escalation point for low and medium risk clients

• Identifying service, process and product improvements

• Prioritizing CRM and email caseloads within the team

• Communicating and coordinating the completion of main business activities (e.g. NPS, Calendar campaign, Kenexa…)

KEY DUTIES/TASKS:

• To contribute to root cause analysis and implement solutions to prevent reoccurrence of client queries, issues and requests

• Coach the team and support new associates

• To manage and support the team in creating the Monthly Payroll Calendar

• Ensure the team is duly updating Client Manual (and SOP where applicable)l recurrently when needed

• Maintain excellent knowledge of current ADP products and services

• Maintain excellent knowledge of current statutory legislation

• Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans

• In absence of NPS Champion, review and analysis Net Promoter Score (NPS) feedback, call-backs and create management action plans, as appropriate.

• Coordinate with the Legal Committee for any new legal update, analyse and cascade down to the team.

• Participate when necessary, together with LPS, in Implementation to Service handover process

• Supervise that standardized processes & procedures are being applied within the team.

• Responsible to schedule recurring meetings with the team

• When and where applicable, liaise with other departments to meet client service definition criteria and be continuously updated on processes

• Supervise invoicing responsibilities of the team assigned

• Support of Professional Services processes into the team and with the Client

• Detect training needs within the team and highlight them to Management

• Provides feedback about the team to the MS Manager

• Maintain relationship between the team and other operational areas, including Offshoring

• Responsible for organization of holidays and backups for the team assigned

• Participate in recruiting processes

• Ensure all services provided are aligned with the Service Definition and linked to the appropriate documentation

• Ensure the team operates in line with the company's tools, methodology and processes

• Conduct recurrent meetings with the technical team (Nivel 2) to define priorities and identify general improvements

• Ensure that the Governance Model is respected internally and externally

SKILLS AND KNOWLEDGE:

Knowledge required:

• Microsoft Office advanced

• Excellent Communication skills

• Strong payroll knowledge

• Strong ADP's application knowledge

Skills required:

• Excellent ability to analyze root cause of issue for client and translate into non-technical language

• Excellent ability to define priorities in order to achieve productivity targets

• Excellent ability to remain calm under pressure and deliver consistent and high quality service to clients

• Excellent ability to adapt communication style

• Excellent analytical approach to problem solving and decision making.

• Excellent ability to quickly assimilate and retain new information

• Change management skills

• Ability to drive a team and promote team culture
Customer service skills

EDUCATION AND EXPERIENCE:

• Labour/Law Studies

• Strong Knowledge of Labour processes with third parties

• Intermediate level of English desirable, sometimes mandatory

• Strong payroll experience

• Technical support desk experience desirable

• Familiar with CRM tool (desirable)

• Excellent communicator both verbally and on writing

• Excellent qualities in managing Client Relationship

• Minimum of 5 years' experience working in a CPA environment or HR Department

It will be required to manage a small client portfolio as a Senior LPS in addition. Key responsibilities for would be:

• Single Point of Contact for clients assigned

• Collate, interpret and validate data supplied by clients for processing thru CRM or BPM

• Process client data in line with departmental processes & procedures

• Input & check the payroll output for accuracy and to meet legislative requirements

• Perform Monthly declaration to third party

• Perform reconciliations and EOY processes as required by the client schedule

• Prepare and complete calculated payslips