Team Lead

To maximise value for clients by:

• Promoting best practices & standardized processes, flagging deviations
• Define the team capacity and receive client assignments and targets from MS Manager
• Ensure team productivity and quality of results.
• Coordinating priorities among the team on daily basis

To ensure delivery of excellent service by:

• When required acting as an intermediate escalation point for low and medium risk clients
• Identifying service, process and product improvements
• Prioritizing CRM and email caseloads within the team
• Communicating and coordinating the completion of main business activities (e.g. NPS, Calendar campaign, Kenexa…)

• To contribute to root cause analysis and implement solutions to prevent reoccurrence of client queries, issues and requests
• Coach the team and support new associates
• To manage and support the team in creating the Monthly Payroll Calendar
• Ensure the team is duly updating Client Manual (and SOP where applicable)l recurrently when needed
• Maintain excellent knowledge of current ADP products and services
• Maintain excellent knowledge of current statutory legislation
• Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans
• In absence of NPS Champion, review and analysis Net Promoter Score (NPS) feedback, call-backs and create management action plans, as appropriate.
• Coordinate with the Legal Committee for any new legal update, analyse and cascade down to the team.
• Participate when necessary, together with LPS, in Implementation to Service handover process
• Supervise that standardized processes & procedures are being applied within the team.
• Responsible to schedule recurring meetings with the team
• When and where applicable, liaise with other departments to meet client service definition criteria and be continuously updated on processes
• Supervise invoicing responsibilities of the team assigned
• Support of Professional Services processes into the team and with the Client
• Detect training needs within the team and highlight them to Management
• Provides feedback about the team to the MS Manager
• Maintain relationship between the team and other operational areas, including Offshoring
• Responsible for organization of holidays and backups for the team assigned
• Participate in recruiting processes
• Ensure all services provided are aligned with the Service Definition and linked to the appropriate documentation
• Ensure the team operates in line with the company’s tools, methodology and processes
• Conduct recurrent meetings with the technical team (Nivel 2) to define priorities and identify general improvements
• Ensure that the Governance Model is respected internally and externally

• Microsoft Office advanced
• Excellent Communication skills
• Strong payroll knowledge
• Strong ADP’s application knowledge

• Excellent ability to analyze root cause of issue for client and translate into non-technical language
• Excellent ability to define priorities in order to achieve productivity targets
• Excellent ability to remain calm under pressure and deliver consistent and high quality service to clients
• Excellent ability to adapt communication style
• Excellent analytical approach to problem solving and decision making.
• Excellent ability to quickly assimilate and retain new information
• Change management skills
• Ability to drive a team and promote team culture
• Customer service skills

• Labour/Law Studies
• Strong Knowledge of Labour processes with third parties
• Intermediate level of English desirable, sometimes mandatory
• Strong payroll experience
• Technical support desk experience desirable
• Familiar with CRM tool (desirable)
• Excellent communicator both verbally and on writing
• Excellent qualities in managing Client Relationship
• Minimum of 5 years’ experience working in a CPA environment or HR Department

It will be required to manage a small client portfolio as a Senior LPS in addition. Key responsibilities for would be:

• Single Point of Contact for clients assigned
• Collate, interpret and validate data supplied by clients for processing thru CRM or BPM
• Process client data in line with departmental processes & procedures
• Input & check the payroll output for accuracy and to meet legislative requirements
• Perform Monthly declaration to third party
• Perform reconciliations and EOY processes as required by the client schedule
• Prepare and complete calculated payslips