1+ months

AUS-MS Manager Mascot-Branch Manager - 171261

Ronks, PA 17572
  • Job Code

Position Purpose:

Operational management of ADP's Managed Services team along with provision of general management across the Mascot operation providing leadership across Service, Sales, technical functions and facilities. This role requires significant collaboration and matrix management with broad operational responsibilities and client service focus.

Key Responsibilities:

  • Manage a team dedicated to client processing and prompt resolution of requests and issues received from MS Clients 
  • Allocation and management of all client/employee issues logged within MS team 
  • Management, planning and scheduling of payroll allocations for both new and existing clients to maintain appropriate levels of service, productivity and resourcing Responsibility for engaging and meeting with clients on a proactive basis to ensure client satisfaction and retention 
  • Responsibility for engaging and meeting with clients in relation to escalation and investigation/rectification/timeframes of issues. 
  • Review and monitor team effectiveness through Key Performance Indicators and devising and implementing plans for process improvement. 
  • Identify and develop appropriate strategies and policies to enhance business synergies within the group and other operational departments as required. 
  • Participating in strategic projects aimed to improve the value our clients obtain from our systems and the quality of support we provide. 
  • Responsible for planning 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 To plan and facilitate the training and development of associates in order to maintain and develop skill levels and enable career advancement through succession planning To implement and recommend process improvement initiatives to drive performance improvements across the operation. Responsibility for developing a positive team culture embracing the company mission, vision and values with particular emphasis on motivation, recognition and celebration of success. 
  • To promote the off-shoring programme ensuring that the team are engaged in the change initiatives and contributing towards the business plan. 
  • To hold regular meetings with associates to develop strong feedback and communication channels to maintain strong associate engagement. 
  • To prove senior leadership for the escalation of all employee relations issues including Client Services, Sales, Print & Distribution and IT and seek suitable resolution in conjunction with the appropriate leaders 
  • To provide senior leadership for the escalation of all client related issues and seek suitable resolution in conjunction with the appropriate leaders 
  • Leadership of ad-hoc projects to support the business as required 
  • To manage the local facility with responsibility for providing an appropriate working environment for all associates 
  • To facilitate and coordinate the roll out of company programmes and communications in conjunction with the local owner 
  • To ensure adherence to all legislative and company requirements, escalating where issues cannot be resolved locally 
  • To drive a positive culture embracing the mission, vision and values and actively promote local activities to strengthen the team 
  • Contribute to the learning and development of all associates in the Mascot office, identifying and communicating training needs as appropriate.

ADP Leadership Expectations:

Business Leadership

  • Strategy and Planning: Answers the question "Where are we going" 
  • Results Accountability: Focuses on ensuring we attain objectives 
  • Financial Management: Applies understanding of ADP financial levers to achieve business results. 

People Leadership

  • Impactful Communication: Flexes Communication methods to engage with people 
  • Building Talent: Deliberately builds capability for short and long term 
  • Relationship Building: Develops internal and external relationships required for success.

Market Leadership

  • Client Focus: Explicitly factors client perspective into decision making 
  • Outside -- In Perspective: Understands and acts upon trends in the external market 
  • Bias for Growth: Takes bold action to strengthen business results.


  • 5+ years experience in a leadership role within a Customer Service environment. 
  • Change management experience- process and culture. 
  • Creating /Implementing processes and policy 
  • Experience of Performance Management processes to improve the productivity of individuals and the team. 
  • Monthly reporting on KPI's and team activity 
  • Planning and Allocation of workload and schedules. 
  • Staff Development and succession planning 
  • Setting Associate KPI's/ Measuring Associate performance 
  • Interviewing and selection of new team members 
  • Previous payroll/HR systems experience 
  • Knowledge of ADP's products and systems 
  • Experience of working with off-shore or remote teams 
  • Experience using coaching models as a leadership tool.


  • Team Management
  • Product Knowledge 
  • Stakeholder Management
  • Process Improvement 
  • Results Accountability 
  • Planning & Scheduling 
  • Service Delivery 
  • Reporting 
  • Risk Management 
  • Branch Manager.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2019-02-27 Expires: 2019-07-05

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AUS-MS Manager Mascot-Branch Manager - 171261

Ronks, PA 17572

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