Client Engagement Team Manager (ADP Lyric HCM)

Position Title:               Client Engagement Team Manager (ADP Lyric HCM)

 

Reporting Line:            Operations Director - Lyric

Position Purpose:        Lead the Client Engagement Manager team to deliver efficient and timely services to clients across APAC with high levels of client service and satisfaction

Key Responsibilities:

 

 

Lead and manage the Client Engagement Manager team to deliver high level service outcomes in line with strategic objectives of the business. Provide reporting and analysis on key business success metrics, making recommendations for improvements and managing the quality and performance across all members of the team. Management, planning and scheduling of client allocations for both new and existing clients to maintain appropriate levels of service, productivity and resourcing. Engage and meet with clients on a proactive basis to ensure client satisfaction and retention. Manage client escalations and feedback from stakeholders promptly and effectively to enhance both service and business outcomes. Plan and maintain appropriate headcount, ensuring all vacancies are managed and hired in liaison with the HR and Recruitment team. Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development and succession management in conjunction with the HR team. Plan and facilitate the training and development of associates in order to maintain and develop skill levels and enable career advancement through succession planning. Implement and recommend process improvement initiatives to drive performance improvements across the operation. Provide regular feedback to all direct reports Develop a positive team culture embracing the company mission, vision and values with particular emphasis on motivation, recognition and celebration of success Facilitate regular team and on-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement Provide effective leadership on ad-hoc projects to support the business as required.

Experience:

A minimum of 3-5 years’ experience in a management role within a Customer Service environment (medium to large organisation). Strong knowledge of payroll practices and operations is essential Demonstrated experience in building talent within teams Demonstrated ability to investigate issues and find solutions Significant experience in change management (process and culture) Sound experience with monthly reporting, analysis and team activity planning Solid experience in workload allocation and development of schedules Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills Experience with various coaching models, as leadership & communication/feedback mechanisms Understanding of client contracts and Service Level Agreements Proficiency with Microsoft applications such as word, excel and e-mail Experience with talent and performance management processes Creating /implementing processes and policies Knowledge of payroll and HR applications desirable Resource planning and work allocation/scheduling

Certifications / Qualifications:

 Tertiary Qualifications (e.g. Business / Management)

 

Skills:

Team Management Analysis & Reporting Results Accountability Process Improvement Time Management Process Improvement Planning & Scheduling Service Delivery Stakeholder Management

Key Stakeholders:

 

Executive Leadership Team

Lyric Teams

ADP Clients 

Acknowledgement:

Manager Signature                                                     Date

 

Associate Signature                                                    Date

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

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