17 days old

National Client Support Manager - 183644

Mulgrave, Victoria
  • Job Code

Position Purpose:

Lead 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.

Key Responsibilities:

  • Lead the team to deliver high level service outcomes in line with strategic objectives of the business.
  • Identify, manage and review the client support requirements for Payline and Payforce clients across Australia and NZ.
  • Deliver on continuous improvement, resulting in standardization, automation, development and implementation of all related processes, tools and initiatives.
  • Drive operational excellence by establishing and delivering best in class service objectives and KPI's across all service delivery teams (Time & Attendance, Product and Technology support).
  • Engage and meet with clients on a proactive basis to ensure client satisfaction and retention whilst meeting Net Promoter score.
  • Act as an escalation point for critical client issues in relation to investigation / rectification and timeframes of issues.
  • Identify and define successful and measurable client support.
  • Collaborate with all teams and business units for opportunity identification, development and delivery.
  • Manage 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.
  • Develop a positive team culture embracing the mission, vision and values with particular emphasis on motivation, recognition and celebration of success.
  • Facilitate regular team check-ins and one-on-one conversations to maintain open communication channels, and positive associate engagement.
  • Establish clearly defined focus areas and action plans linked to the ADP Strategy
ADP Leadership Expectations:

Business Leadership

  • Strategy and Planning: Answers the question "Where are we going?" 
  • Results Accountability: Focuses on ensuring we attain objectives 
  • Financial Management: Applies understanding of ADP financial levers to achieve business results

People Leadership

  • Impactful Communication: Flexes Communication methods to engage with people 
  • Building Talent: Deliberately builds capability for short and long term 
  • Relationship Building: Develops internal and external relationships required for success

Market Leadership

  • Client Focus: Explicitly factors client perspective into decision making 
  • Outside -- In Perspective: Understands and acts upon trends in the external market 
  • Bias for Growth: Takes bold action to strengthen business results


  • Demonstration of strong commercial acumen.
  • Proven results in delivering an enhanced client experience through establishing and delivering improvements to tools, systems and processes as measured through Net Promoter Score (NPS).
  • Significant leadership experience and role model qualities demonstrated, preferably in a client centric environment with a focus on client interaction and engagement.
  • Experience in leading significant business initiatives resulting in profitable returns for the business.
  • Highly effective communication (written / oral, formal/informal) and problem solving skills.
  • Sound financial planning, budgeting and workforce management.
  • Proven experience in a senior leadership role, driving performance in a consultative, metric oriented environment.
  • Strong interpersonal skills, proven ability to influence others, including building effective teams.
  • Payroll skills/experience highly regarded but not essential.


Business degree or related tertiary qualifications. Proven relevant experience may be accepted in lieu of formal qualifications.



  • Team Management 
  • Planning & Scheduling 
  • Drive Service Delivery 
  • Service Analysis & Reporting 
  • Business Process Improvement & Transformation of Service
  • Client Experience
  • Risk Management 
  • Stakeholder Management 
  • Process Improvement 
  • Results Accountability.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At 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.


Posted: 2019-10-04 Expires: 2019-11-03

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National Client Support Manager - 183644

Mulgrave, Victoria

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