ADP is hiring an experienced Senior Manager of Client Retention. In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.
Unlock Your Career Potential: Human Resources at ADP. It's at the very core of what we do. Whether it's partnering with associates inside ADP or outside with our clients - you work across all HR disciplines - management, benefits, payroll, risk management and compliance - to deliver your human capital management expertise in an increasingly competitive global marketplace.
The Senior Manager of Client Retention is responsible for analyzing, reporting, planning, and forecasting the overall client losses across ADP Canada, as well as developing and implementing pro-active and close loop programs to improve the overall retention and health of the business.
The Senior Manager of Client Retention deals with ADP Canada departments, such as the Implementation team, Sales, and Client Services VPs, Directors and Managers. The Senior Manager of Client Retention is also responsible for designing and implementing programs and campaigns for specific client cohorts, segments, and profiles, as well as tracking effectiveness, impact on retention and ROI.
Ensure accurate reporting of actual losses
Analyze actual losses and drive actionable insights to implement programs and make recommendations to the business
Accurately Forecast and Plan for Client losses across ADP Canada
Proactively advocate on behalf of clients with other ADP teams to ensure issues are rapidly identified and brought to closure
Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency
Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrences
Challenge existing processes and procedures within the control of the Business Unit by providing documented recommendations on why, how and when change should occur
Facilitate and coordinate communication throughout the team and work collaboratively with all internal clients/partners
Champion the introduction of new policies, processes, procedures, tools, technology and structure into the work environment, supporting the rapid adoption of same by the team
Support Associate development by providing regular, scheduled feedback, using supportive and directive techniques, with a focus on continual improvement
Participate and/or lead departmental task force teams that focus on continual process improvement as well as further definition of the service offering and/or deliverables
Design, develop and implement loyalty campaigns across ADP segments to increase client retention
Track effectiveness of loyalty campaigns and initiatives, ROI and impact on client experience
3-5 years of experience in a leadership role within a client services environment
Bachelors degree or equivalent in business or related field
Proven leadership skills, with the ability to lead by example, mentor, coach, performance manage and act as a positive role model for Team members, while remaining approachable, objective and resourceful
Advanced experience with computer software applications including Word, Excel, and Outlook
Superior client service skills (both verbal and written) and strong active listening skills
Effective communication skills
Ability to collaborate and work effectively within cross functional teams
Functional Canadian payroll and/or HR expertise desired
English/French Bilingualism is an asset
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