1+ months

National Client Support Manager - 183644

Mulgrave, Victoria
  • Job Code
\u003Cp\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003ELead the client support team to ensure delivery of the service experience, promoting client satisfaction and retention. The position is responsible for identifying and driving continuous improvement opportunities to further enhance the client service experience within the Payline and Payforce product lines. \u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EKey Responsibilities:\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003ELead the team to deliver high level service outcomes in line with strategic objectives of the business.\u003C/li\u003E \u003Cli\u003EIdentify, manage and review the client support requirements for Payline and Payforce clients across Australia and NZ.\u003C/li\u003E \u003Cli\u003EDeliver on continuous improvement, resulting in standardization, automation, development and implementation of all related processes, tools and initiatives.\u003C/li\u003E \u003Cli\u003EDrive operational excellence by establishing and delivering best in class service objectives and KPI\u0027s across all service delivery teams (Time \u0026 Attendance, Product and Technology support).\u003C/li\u003E \u003Cli\u003EEngage and meet with clients on a proactive basis to ensure client satisfaction and retention whilst meeting Net Promoter score.\u003C/li\u003E \u003Cli\u003EAct as an escalation point for critical client issues in relation to investigation / rectification and timeframes of issues.\u003C/li\u003E \u003Cli\u003EIdentify and define successful and measurable client support. \u003C/li\u003E \u003Cli\u003ECollaborate with all teams and business units for opportunity identification, development and delivery.\u003C/li\u003E \u003Cli\u003EManage all aspects of talent management within the team including on-boarding, up-skilling, development plans, performance reviews, career development and succession management in conjunction with the HR team.\u003C/li\u003E \u003Cli\u003EDevelop a positive team culture embracing the mission, vision and values with particular emphasis on motivation, recognition and celebration of success.\u003C/li\u003E \u003Cli\u003EFacilitate regular team check-ins and one-on-one conversations to maintain open communication channels, and positive associate engagement.\u003C/li\u003E \u003Cli\u003EEstablish clearly defined focus areas and action plans linked to the ADP Strategy\u003C/li\u003E \u003C/ul\u003E \u003Cdiv\u003E\u0026nbsp;\u003C/div\u003E \u003Cdiv\u003E\u003Cstrong\u003EADP Leadership Expectations:\u003C/strong\u003E\u003C/div\u003E \u003Cp\u003E\u003Cstrong\u003EBusiness Leadership\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EStrategy and Planning: Answers the question \u0026quot;Where are we going?\u0026quot;\u0026nbsp;\u003C/li\u003E \u003Cli\u003EResults Accountability: Focuses on ensuring we attain objectives\u0026nbsp;\u003C/li\u003E \u003Cli\u003EFinancial Management: Applies understanding of ADP financial levers to achieve business results\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EPeople Leadership\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EImpactful Communication: Flexes Communication methods to engage with people\u0026nbsp;\u003C/li\u003E \u003Cli\u003EBuilding Talent: Deliberately builds capability for short and long term\u0026nbsp;\u003C/li\u003E \u003Cli\u003ERelationship Building: Develops internal and external relationships required for success\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EMarket Leadership\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EClient Focus: Explicitly factors client perspective into decision making\u0026nbsp;\u003C/li\u003E \u003Cli\u003EOutside -- In Perspective: Understands and acts upon trends in the external market\u0026nbsp;\u003C/li\u003E \u003Cli\u003EBias for Growth: Takes bold action to strengthen business results\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cbr /\u003E\u003Cstrong\u003EExperience:\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EDemonstration of strong commercial acumen. \u003C/li\u003E \u003Cli\u003EProven results in delivering an enhanced client experience through establishing and delivering improvements to tools, systems and processes as measured through Net Promoter Score (NPS).\u003C/li\u003E \u003Cli\u003ESignificant leadership experience and role model qualities demonstrated, preferably in a client centric environment with a focus on client interaction and engagement. \u003C/li\u003E \u003Cli\u003EExperience in leading significant business initiatives resulting in profitable returns for the business.\u003C/li\u003E \u003Cli\u003EHighly effective communication (written / oral, formal/informal) and problem solving skills.\u003C/li\u003E \u003Cli\u003ESound financial planning, budgeting and workforce management. \u003C/li\u003E \u003Cli\u003EProven experience in a senior leadership role, driving performance in a consultative, metric oriented environment.\u003C/li\u003E \u003Cli\u003EStrong interpersonal skills, proven ability to influence others, including building effective teams.\u003C/li\u003E \u003Cli\u003EPayroll skills/experience highly regarded but not essential.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EQualifications/Certification:\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003EBusiness degree or related tertiary qualifications. Proven relevant experience may be accepted in lieu of formal qualifications. \u003C/p\u003E \u003Cp\u003E\u0026nbsp;\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ESkills:\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003ETeam Management\u0026nbsp;\u003C/li\u003E \u003Cli\u003EPlanning \u0026 Scheduling\u0026nbsp;\u003C/li\u003E \u003Cli\u003EDrive Service Delivery\u0026nbsp;\u003C/li\u003E \u003Cli\u003EService Analysis \u0026 Reporting\u0026nbsp;\u003C/li\u003E \u003Cli\u003EBusiness Process Improvement \u0026 Transformation of Service\u003C/li\u003E \u003Cli\u003EClient Experience\u003C/li\u003E \u003Cli\u003ERisk Management\u0026nbsp;\u003C/li\u003E \u003Cli\u003EStakeholder Management\u0026nbsp;\u003C/li\u003E \u003Cli\u003EProcess Improvement\u0026nbsp;\u003C/li\u003E \u003Cli\u003EResults Accountability.\u003C/li\u003E \u003C/ul\u003E \u003CP\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt 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.\u003C/P\u003E


Posted: 2019-10-04 Expires: 2019-12-12

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National Client Support Manager - 183644

Mulgrave, Victoria

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