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Operations Manager, Tax


Tempe, AZ
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Job Details

Company ADP USA

Job Title: Operations Manager, Tax

JobID: 5000191991306

Location: Tempe, AZ, 85282, USA

ADP is hiring a Operations Manager. The Operations Manager leads a team of Solution Center Consultants, which typically includes one or more Team Leads, in servicing clients and meeting business goals and objectives. May also manage support staff. Ensures delivery of stellar service to build and improve client satisfaction and retention. Manages team performance to ensure demonstrated product expertise, effective client support, and focus on client relationships. Acts as a client escalation point for the team's base. Responsible for personally building and maintaining relationships with decision makers of clients on the team's base with the goal of retaining the client's business and ensuring client satisfaction. Team management responsibilities also include managing team base assignments, budget management, associate and facility needs, hiring, performance management, and talent development. Functions as a regional representative to provide product feedback, manage key performance metrics, and evaluate tool enhancement opportunities. Responsible for leading and/or administering key strategies, projects, and initiatives (i.e., EOC, Quality Survey, User Group Activities, survey recognition, etc). At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support 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.

Team Management
* Manages members of the team to provide stellar service to their assigned base of clients through demonstrated product expertise and effective day-to-day client support in line with established policies, practices and procedures.
* Establishes clearly defined individual goals and objectives that align to department goals and communicates these to associates through team meetings and performance planning and manages performance to these.
* Evaluates the team's client base to ensure efficient distribution of client responsibility within the team.
* Provides guidance around service model process, tool utilization, and world class service initiatives. Client Management
* Monitors key metrics (backlog reports, client referenceability, client survey scores, account status, etc.) and other documentation to effectively manage client satisfaction and retention.
* Serves as an escalation point for the team on client concerns and works with team members, and others as necessary, to positively impact the client.
* Follows up on client surveys as necessary.
* Oversees the seamless transition of clients from Implementation to Service. Client Relationships
* Coaches team members on building client relationships at multiple levels of the client's organization.
* Personally builds and maintains relationships with clients' key decision makers.
* Participates in account review and partnership meetings.
* Communicates and coordinates with Relationship Managers and Sales, as appropriate, to fully service the client and maximize client relationships. Client Retention
* Works with team to recognize client "warning signs" and develop and implement retention strategies for any clients at risk.
* Understands contract status of assigned clients and works with necessary contacts, including relationship manager, to negotiate contract extensions and addendums as appropriate. Talent Management
* Recruits and selects new talent.
* Ensures timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team.
* Recognizes and rewards superior performance and top performers.
* Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates.
* Ensures effective and relevant individual development plans are in place. Departmental & Region Support
* Implements and supports division, region, and department programs and initiatives.
* Participates in region and division project teams. Functions as a regional representative to provide product feedback, manage key performance metrics, and evaluate tool enhancement opportunities.
* Assumes responsibility for coordinating and administering region/department initiatives (i.e., EOC, Quality Survey, User Group Activities, survey recognition, etc). Financial Management
* Works with team and Sales to identify opportunities to generate revenue.
* Manage assigned budget including expense management and budget projections. Performs other related duties as assigned.

Education :
* Bachelor's Degree with Major or Area of Concentration Business Administration, Human Resources, other Experience :
* Over 3 years, Upto 5 Years In a senior client services role, preferably in the HR outsourcing area
* Tax knowledge

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