Manager - HR Client HelpDesk at Fort Collins

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.

Service Excellence is a core value at ADP. In our Small Business Services division, we are committed to providing accurate, convenient, risk-free payroll, tax processing and integrated business solutions for small businesses across the US. Did you know that over 95% of our small business clients are not only satisfied with ADPs services but would recommend ADP to someone else? How would that kind of success impact your career?

Human Resources at ADP. Its at the very core of what we do. Whether its 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.

We are seeking a dynamic Manager and people leader to join the ADP HR411 Leadership team.

Essential responsibilities include management coordinating activities of multiple departments in general and full management of the HR HelpDesk team. Management of the HR Help desk requires extensive experience and awareness of a variety of HR practices - procedures and practical application. Holds the responsibility to ensure client privacy and client information is protected.

CLIENT SERVICE MANAGEMENT

• Plans, organizes, implements and evaluates all activities of designated departments. Develops implements and maintains department goals, objectives, and systems.
• Recommends new approaches, policies, and procedures to effect continual improvements based on evaluations of reports, decisions, and results of department in relation to established goals.

HELPDESK MANAGEMENT:

• Liaisons with ADP Legal to gain knowledge and guidance of federal and state labor law compliance to better understand and implement HR Best Practice changes with regard to policies, procedures, regulations, business initiatives and technologies.
• Maintain high-level knowledge of multi-state labor laws and HR best practices.
• Develops and implements various human resources policies and procedures.

COACHING AND DEVELOPMENT:

• Interviews, hires, and trains associates; plans, assigns, and directs work; appraises performance; provides feedback on job performance; rewards and disciplines employees; addresses complaints and resolves associate issues.
• Tracks individual staff performance via reports, call monitoring, and coaching sessions.
• Determines and facilitates staff training needs based on this data gathered.
• Serves as client escalation point for designated departments.
• Uses client escalations as training and development of department.

HELPDESK ASSOCIATE COACHING AND DEVELOPMENT:

• Coach and mentor HR HelpDesk Specialists to a high level HR professional.
• Manages SPHR and PHR Specialists - requiring SPHR title.

ADMINISTRATIVE:

• Establishes and maintains department records and reports.
• Participates in managerial staff meetings and attends other meetings, such as seminars.
• Manage designated departments budgets.
• Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Coordinates projects; communicates changes and progress; completes projects on time and budget
• Presents numerical data effectively; able to read and interpret written information.

PRESENTATION AND TRAINING: 

• Creates and builds client relationships through interaction to obtain presentation projects.
• Designs and facilitates the presentation process for specific clients/sponsors including budget, presentation development, and delivery.
• Develops, implements and maintains HRCI-certified webinars for internal and external HR HelpDesk clients and prospects.

 Requirements

Education: Four year degree plus 5 - 7 years relevant experience, or equivalent combination education/experience.

 

Experience:

• Minimum five years exempt level HR experience
• Minimum 2 years call center management experience.
• Must have extensive experience in a client service environment and ability to advise to various authoritative levels.
• Must have experience with a broad range of clients from small to large/complex corporations.
• Ability to think strategically, understand clients underlying business and organizational issues and align with ADP solutions.
• Must have effective written and verbal communication, interpersonal, organizational, presentation, and problem-solving skills
• Working knowledge of MS Office (i.e. Word, Excel, and PowerPoint).

 

Certifications: Senior Professional in Human Resources (SPHR) with California certification

 

ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength

Country: USA, State: Colorado, City: Fort Collins, Company: ADP - Automatic Data Processing.