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ou provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
The MAS HRB Open Enrollment Specialist is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. The Team Leader has significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.
Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics. (30% of time)
Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)
Achieves objectives for associate engagement and turnover. (20% of time)
Collaborate with other internal departments to ensure service objectives are met. (15% of time)
Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)
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 MAS staff. Assists in determining the team's training requirements.
Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)
COMPETENCIES
Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
Ability to understand internal and client expectations and provide excellent service to fulfill client expectations.
Complete special tasks and projects
Manage multiple priorities and tasks within department guidelines.
Escalate issues jeopardizing quality and deadlines and interact with affected management to negotiate resolution
Solving day-to-day problems that are in line with ADP's mission, vision, and values.
Shares ideas and information across multiple audiences to drive the business need.
Acting in ways that help delivers results in a fast-pace and diverse environment.
Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
Holding self and others to the highest personal and professional standards.
Achieve satisfactory level of technical and professional skills in a changing environment.
REQUIREMENTS
Graduate of business administration/management, accounting or other related disciplines. (Highly Preferred)
3-5 years customer service, benefits administration, payroll, HR or related experience. (Required / Highly Preferred)
2 -3 years SME, mentor or supervisory experience (Required)
Proven proficiency in prioritizing critical client issues and managing workflow. (Required)
Proficiency in the use of PC applications. (Required)
Working knowledge of payroll and benefit administration is helpful. (Highly Preferred)
Effective oral and written communication skills required.
Strong interpersonal, conflict management and mentoring skills.
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.