Gestionnaire service à la clientèle, Comptes majeurs/Client Service Manager , MAS

ADP est à la recherche d'un chef de service expérimenté. Le titulaire de ce poste aide les clients à tirer profit des solutions d'entreprise exceptionnelles d'ADP, de sorte qu'ils peuvent se concentrer sur ce qui compte le plus pour eux : la croissance de leur entreprise.

Responsabilités :

• Diriger, encadrer et conseiller une équipe de professionnels de la paie chargés d'offrir d'excellents services à des clients privilégiés au Canada.
• Intervenir de façon proactive auprès d'autres équipes d'ADP au nom de nos clients pour veiller à ce que les problèmes soient rapidement déterminés et résolus.
• Trouver, documenter, communiquer et mettre en œuvre des améliorations durables dans les processus qui seront axées sur une qualité de service et une efficacité fonctionnelle accrues.
• Endosser toute responsabilité quant à la résolution complète de tous les aspects des problèmes de service ayant des incidences sur les clients, ainsi qu'à l'analyse approfondie des incidents et, au besoin, à la modification des processus et des procédures en vue d'éviter les risques éventuels.
• Remettre en question les processus et procédures en place avec l'aval du groupe commercial en fournissant des recommandations documentées sur les circonstances idéales de changements.
• Veiller à ce que tous les projets de recherche contiennent la documentation appropriée destinée aux clients et respectent les lignes directrices établies relativement à la prestation de services des Services complets de RH.
• Faciliter et coordonner la communication au sein de l'équipe et travailler en collaboration avec tous les clients/partenaires à l'interne.
• Agir comme personne-ressource principale pour les clients dans le cadre des recours hiérarchiques. S'approprier, approfondir et consolider la relation avec nos clients.
• Défendre l'instauration de politiques, processus, procédures, outils, technologies et structures dans l'environnement de travail pour favoriser leur adoption rapide dans l'équipe.
• Promouvoir le perfectionnement des associés en offrant une rétroaction régulière planifiée à l'aide de techniques positives et directives axées sur l'amélioration continue.
• Participer aux groupes de travail complets ou de service, et/ou diriger un tel groupe, qui se concentre sur l'amélioration continue des processus, ainsi que sur la définition plus précise de l'offre de services et/ou des réalisations attendues.
• Collaborer efficacement avec l'équipe élargie des Services complets pour assurer la conformité avec l'offre nord-américaine, la philosophie de service et les attentes des clients.
• Participer aux efforts de fidélisation de la clientèle d'ADP et de la région, en aidant notamment à déterminer les clients à risque.

Exigences :

• Cinq à sept ans d'expérience dans un poste de direction dans un environnement de service à la clientèle
• Compétences en leadership avec aptitude à montrer l'exemple, à conseiller, à encadrer, à gérer le rendement et à agir comme modèle positif auprès des membres de l'équipe, tout en restant accessible, objectif et imaginatif
• Expérience avancée avec les logiciels informatiques, dont Word, Excel et Outlook
• Compétences supérieures en service à la clientèle, à l'écrit et à l'oral, et bonnes compétences en écoute active
• Excellentes compétences en communication
• Capacité à collaborer et à travailler efficacement au sein d'équipes interfonctionnelles
• Expertise fonctionnelle liée aux RH et/ou au traitement de la paie au Canada
• Bilinguisme français/anglais obligatoire)

Scolarité :

• Baccalauréat, un atout
• Agrément de l'ACP ou titre de conseiller en ressources humaines agréé, un atout
  
  

  ADP is hiring an experienced Client Service Manager. In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

  POSITION SUMMARY

  A service professional that manages a base of client accounts within the Comprehensive HR team. The Manager oversees the daily client payroll/HR processes and escalations and leads a team comprising of Payroll Consultants, Specialists, and HR Service consultants. The manager deals with ADP Canada departments such as the Implementation team, Sales, and Client Services.

  Responsibilities:

  • Lead, coach and mentor a Team of Payroll professionals responsible for providing Stellar Service to high value clients throughout Canada.
  • Proactively advocate on behalf of clients with other ADP Teams to ensure issues are rapidly identified and brought to closure.
  • Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency.
  • Assume responsibility for the complete resolution 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.
  • Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur.
  • Ensures that all research projects contain appropriate documentation to clients and meet the guidelines established for what Comprehensive HR can and cannot provide.
  • Facilitates and coordinates communication throughout the team and works collaboratively with all internal clients/partners
  • Serve as the primary escalation point for clients. Develop, own and strengthen the relationship with our clients.
  • Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the Team.
  • Support Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement.
  • Participates and/or leads departmental or Comprehensive task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables.
  • Collaborate effectively with the broader Comprehensive Services team to ensure alignment with the North American offering, service philosophy and client expectations.
  • Participate in regional and ADP client retention efforts, including helping to identify clients-at-risk.

  Qualifications:

  • 5-7 years of 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.
  • Superior client service skills both verbal and written) and strong active listening skills
  • Effective communication skills.
  • Ability to collaborate & work effectively within cross functional teams.
  • Functional Canadian payroll and/or HR expertise required.
  • English/French Bilingualism is mandatory in Montreal.

  Education:
  
  - Bachelor's Degree preferred
  - CPA/CHRP Certification is an asset

  About ADP:

  We power the working world with comprehensive solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of business outsourcing and human capital management solutions world-wide.

  ADP is an Equal Opportunity Employer.

  NOTE TO APPLICANTS:

  Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 ADP’s culture and our full set of values.