ADP have an exciting vacancy for a Service Team Manager to join our growing Service team!

　　Location: Our Staines office (2 Causeway Park, The Causeway, Staines-Upon-Thames, TW18 3BF ).

　　Hybrid working: 3 days in office and 2 days from home

　　This is a full time, permanent position where you will be demonstrating effective leadership of people and management of processes to ensure quality, consistency and excellence of service. You will be building and maintaining effective client relationships to ensure thorough understanding of clients in your team's portfolio, including detailed knowledge of the client's business and their requirements from ADP.

　　Key Responsibilities:

　　To ensure delivery of excellent service through:

　　Maintaining and improving client relationships

　　Troubleshoot technical problems and engage technical teams where appropriate to assist

　　Focus on NPS for client base and drive improvements in this metric

　　Be available and visible to our clients, in terms of regular contact through calls, site visitsand off site meetings where appropriate

　　Manage stakeholders, including senior management at ADP

　　Build and maintain a high performing team

　　Provide effective leadership, direction, management and oversight to circa 10 payrollspecialists

　　Key Duties:

　　Build and maintain strong working relationships with client base

　　Manage performance of team, using TE, appraisal, and performance/attendancemanagement process

　　Leverage internal resources to assist in resolving client and team issues

　　Communication to clients, associates and colleagues in regard to all matters that mayaffect client payrolls / service delivery

　　Client visits and visits to Staines office when necessary

　　Manage change effectively, and be an advocate for new products/processes

　　Improve processes through the relevant channels such as the Business Excellence Teamand BPI initiatives

　　Manage and improve associate engagement results through effective and robustimprovement plans

　　Maximise NPS and use client feedback to identify and act upon areas for improvement

　　Analyse performance reports to identify trends and areas for improvement.

　　Ensure service level agreements between ADP and clients are being met

　　Management of client contact including service reviews, calls, meetings and client visits

　　Monitor and ensure agreed processes and procedures are carried out in regard topayroll processing

　　Ensure all client payroll procedures are current

　　Plan and manage delivery of all client "end of year" and P11d requirements

　　Manage day-to-day resourcing within your team

　　Manage the day-to-day activities of team members to ensure payroll deadlines are met

　　Sign off payrolls for live BACS transmission

　　Evaluate associates' workloads to ensure the efficient distribution of new businesswithin the team

　　Ensure that associates are adequately trained and developed

　　Create and execute training plans for new members of staff and existing staff wererequired

　　Carry out 1:1s and performance reviews in line with ADP policy; create, support andmonitor personal development plans for team members

　　Maintain knowledge of current ADP products and services

　　Carry out other duties as required to fulfil the role

　　Skills and Knowledge:

　　Knowledge required:

　　Payroll Knowledge (desirable but not essential)

　　Strong customer service skills

　　Strong people management and leadership skills

　　Process and quality improvement experience

　　Microsoft Office, including Excel, Word and PowerPoint

　　Skills required:

　　Innovation and problem solving

　　Financial and commercial awareness

　　Communication and influencing

　　Teamwork and co-operation

　　Results orientation

　　Flexibility and organisational commitment

　　Managing performance

　　Education and Experience:

　　Operations management: capacity planning, resource management, skills management,performance measurement and management, quality management and continuousimprovement

　　Chairing and managing internal and external meetings

　　Experience of working with and consistently delivering to client SLAs

　　Effective communication skills, both verbal and written, at all levels

　　Benefits:

　　23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)

　　Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more

　　Study support

　　Employee Assistance Program

　　Competitive salary and annual bonus

　　Company social events

　　Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.