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

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.