ADP is hiring a Manager - Client Human Resources. This is a managerial position that involves administering company policies, programs and practices: including planning, organizing, developing, implementing, coordinating, and directing. Duties include formulating policies and procedures for the Client Services Department and recommending policies and practices to senior management.
Manages and directs all aspects of designated departments. Develops and monitors quotas for service volume and timeliness. Develops and delivers educational presentations internally and externally. Must possess and maintain a high-level of broad, in-depth, multi-state knowledge of a variety of Human Resources concepts, practices, and procedures. Relies on extensive experience and judgment to plan, accomplish goals and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to Senior Management.

 

RESPONSIBILITIES:

Essential responsibilities include management coordinating activities of multiple departments in general and full management of the Knowledge HR Help Desk. Management of the Knowledge HR Help desk requires extensive experience and awareness of a variety of HR practices -- procedures and practical application. Holds the responsibility to ensure client privacy and client information is protected.

CLIENT SERVICE MANAGEMENT

General Management

Plans, organizes, implements and evaluates all activities of designated departments. Develops implements and maintains department goals, objectives, and systems. Recommends new approaches, policies, and procedures to effect continual improvements based on evaluations of reports, decisions, and results of department in relation to established goals.

Help Desk Management

Liaisons with ADP Legal to gain knowledge and guidance of federal and state labor law compliance to better understand and implement HR Best Practice changes with regard to policies, procedures, regulations, business initiatives and technologies. Maintain high-level knowledge of multi-state labor laws and HR best practices. Develops and implements various human resources policies and procedures SASS Client Services personnel.

Coaching and Development

General

Interviews, hires, and trains associates; plans, assigns, and directs work; appraises performance; provides feedback on job performance; rewards and disciplines employees; addresses complaints and resolves associate issues. Tracks individual staff performance via reports, call monitoring, and coaching sessions. Determines and facilitates staff training needs based on this data gathered. Serves as client escalation point for designated departments. Uses client escalations as training and development of department. Help Desk Coaching and Development Coach and mentor HR Help Desk Specialists to a high level HR professional. Manages HR Professionals, SHRM-CP or PHR highly recommended 

Administrative

Establishes and maintains department records and reports. Participates in managerial staff meetings and attends other meetings, such as seminars. Manage designated departments budgets. Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Coordinates projects; communicates changes and progress; completes projects on time and budget. Presents numerical data effectively; able to read and interpret written information.

Presentation and Training

Creates and builds client relationships through interaction to obtain presentation projects. Designs and facilitates the presentation process for specific clients/sponsors including budget, presentation development, and delivery. Develops, implements and maintains HRCI-certified webinars for internal and external HR Help Desk clients and prospects. Performs other related duties as assigned. Occasional travel

QUALIFICATIONS REQUIRED:

Four year degree plus 4-7 years relevant experience, or equivalent combination education/experience. Minimum five years exempt level HR experience; 2 years call center management experience.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

Must have extensive experience in a client service environment and ability to advise to various authoritative levels. Must have experience with a broad range of clients from small to large/complex corporations. Ability to think strategically, understand clients underlying business and organizational issues and align with ADP solutions. Must have effective written and verbal communication, interpersonal, organizational, presentation, and problem-solving skills. Professional in Human Resources PHR or SHRM-CP preferred, PHRca preferred Working knowledge of MS Office (i.e. Word, Excel, and PowerPoint).

Management

Uses intuition and experience to complement data; designs work flows and procedures. Generates creative solutions; Demonstrates attention to detail. Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; accepts feedback from others; provides vision and inspiration to peers and subordinates; gives appropriate recognition to others; displays passion and optimism; mobilizes others to fulfill the vision. Develops subordinates' skills and encourages growth; improves processes, products and services. Focuses on solving conflict, not blaming; maintains confidentiality; remains open to others' ideas and tries new things. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills.

Operational:

Looks for ways to improve and promote quality; understands business implications of decisions; demonstrates knowledge of market and competition; works within approved budget; conserves organizational resources Ability to focus on organizational processes and practices; implementing change across operations and processes; cross-team collaboration; an internal and external focus; and managing multiple teams across a longer time span. Manages difficult or emotional customer situations; solicits customer feedback to improve service. Strives to continuously build knowledge and skills; shares expertise with others.

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.