Full Level Tax Customer Service Manager

upport you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:

• Manages the Implementation/FLT function to meet all Implementation objectives including start volume, start timing, productivity, and quality.
• Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
• Implements initiatives and processes to improve all aspects of Service Delivery.
• Provides feedback to Sales, Implementation, and Service Operations.Manages relationships with multiple assigned Sales organizations.
• Ensures the successful resolution of escalated sales issues.
• Works closely with the Sales organization to anticipate start volume and ensure timely, high-quality starts.
• Consistently communicates changes in processes/procedures and other relevant information to the Sales organization.
• Sets and communicates team goals.
• Develops tactical plans to reach these goals.
• Translates SBS Mission, Vision and Values Service vision into meaningful associate messages.
• Creates a high performance team environment that supports/reinforces associate development and retention.
• Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of the Implementation/Full Level Tax staff.
• Determines the Implementation/Full Level Tax organization's training requirements.
• Ensures timely and effective training is delivered to enhance skills of the Implementation teamPartners with Sales, Client Service, Teledata, and other functional groups to deliver the best possible overall client experience.
• Communicates process/functional changes to groups outside of Implementation/FLT as needed.
• Visits large and/or influential CPAs, Banks, and clients to enhance service relationships, gather feedback, and generate referral opportunities
• Hires and effectively on-boards new associates.
• Manages associate performance and development and provides feedback.
• At the direction of upper management, implements processes and procedures to improve all aspects of Service delivery.
• Provides feedback to upper management.
• Prepares reports and monitors team performance statistics.
• Participates in cross-functional, divisional, or other taskforces as needed
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• 3-5 years experience in a Senior Implementation or Client Service capacity

• Bachelor's Degree or its equivalent in education and experience with a Major Area of Concentration in Marketing Communications or Computer Science

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

• Must have the ability to manage through others

• Formal management training or experience is required

• Ability to manage Associates dispersed across many locations

• Proven proficiency in prioritizing critical client issues and managing workflow

• Prior experience successfully interacting with sales function is strongly preferred

• Working knowledge of payroll and ancillary products as well as related tools (SPOE, Salesforce, Start Manager, EPOPS, TOPS, FLT application, etc.)

• Effective oral and written communication skills required

• Strong interpersonal, conflict management, and mentoring skills

• Ability to work under pressure of time constraints

• Effective time management skills, organization, and planning required

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.