6 days old

Responsable d'quipe service client analyste programmeur GXP NA - 178577

Watton, MI 49970
  • Job Code

Job Title: Customer Service Analyst Program Manager GXP NA 

Job identification Title: Team Leader

Raison d'être & Vocations:

Manage its teams and ensure their rise in skills through monitoring, coaching, control, reporting and analysis to ensure service excellence and customer satisfaction. 

Place in the organization: 

  • General direction
  • Director of Operations / Activity Manager
  • Team manager

The main purposes of the job: 

  • People section
  • Business Stream
  • Market Pane 

Nature and scope of the activity: 

People section:

  • Explain and communicate the employee's mission by linking to ADP's strategy and values;
  • Cascading the strategy into SMART objectives;
  • Define and distribute roles (assign work and define responsibilities);
  • Ensure compliance with the framework
  • Ensuring employee interviews (one-to-one follow-up, reframing, news announcements, objectives, performance, career and compensation) with regular frequency;
  • Feedback Interviews
  • Manage conflicts;
  • Share any type of non-business information with peers, support functions, vis-à-vis and hierarchy at monthly team meetings;
  • Accompany your teams: understand the need, the expectations and create the framework they need to succeed in their missions;
  • Set up an adequate organization for the development of the collaborator;
  • Create interservice sharing opportunities;
  • Administrative follow-up of employees: score, absence
  • Build on the tools of ADP made available to facilitate the implementation and monitoring of development plans;
  • Support change
  • Recognize employees and value their efforts
  • Ensure the participation of its employees in all courses offered by ADP (FCPA, policy hub, soft skills, external, internal ...),
  • Ask for the feedback of its collaborators following the trainings, workshops, COPIL ...
  •  Restoring survey results: Leader Compass, KENEXA ...
  • Initiate actions following the feedback of his collaborators
  • Ensure the proper application of the integration process and the provision of equipment, access and tools needed by new recruits;
  • Enforce ADP internal processes and rules 

Business Stream:

  • Create interservice sharing opportunities and with its peers;
  • Analyze and manage all risks and opportunities for any decision;
  • Measure the impact of the change on the activity and lead the change by putting in place the appropriate action plan;
  • Actively participate in the implementation and evolution of the processes;
  • Perform workload and task allocation to achieve individual and collective results;
  • Ensure the feasibility of execution, and the proper execution of processes;
  • Inform and learn about the overall context of the business process;
  • Plan the actions according to the means (human, technical ...) at its disposal in order to reach the individual and collective results;
  • Define its needs in terms of resources, means and tools;
  • Control the quality of work, hazards, time and costs;
  • Coordinate the actions necessary to guarantee the results;
  • Animate his team on a daily basis to guarantee production dynamics;
  • Analyze on a continuous basis the deadlines; the costs, the situations and the results of its activity (the achieved VS planned);
  • Study the risks; the problems and benefits of achieving goals before making decisions;
  • Decide on the necessary actions concerning men and / or production that guarantee the achievement of objectives;
  • Define challenging quantitative and qualitative objectives in line with ADP's strategy;
  • Determine the criteria for measuring the achievement of objectives;
  • Reframing, deciding corrective actions, correcting and having the actions necessary for the smooth running of the production;
  • Eliminate obstacles and blocking points quickly;
  • Acting quickly to resolve conflicts between different stakeholders (employees, FO, media ...);
  • Prioritize actions and ensure proper execution by employees 
  • Always use factual elements in the establishment and communication of findings and decisions;
  • Consider the proposals of its employees as far as they are consistent with the ADP strategy
  • Assist his collaborators and accompany them in the accomplishment of their mission;
  • Ensure the sharing and communication of objectives, achievements, current actions, projections, difficulties, results and roles with his collaborators, his hierarchy;
  • Define, share and track production KPIs;
  • Set up an adequate organization of his team in order to ensure the continuity of the service (logistics, planning, HR ...)
  • Intervene in production when needed. 

Market Pane:

  • Understand and take into account the stakes of the customers in their decision-making;
  • Collect customer feedback and build corrective and preventive action plans to ensure satisfaction;
  • Create and develop a relationship of trust with its customers in order to maintain / reinforce trust (responsiveness-availability-reliability-quality and exceeding expectations);
  • Mobilize, organize and train your team to take into account the expectations of the clients, the contractual commitments and the development objectives of the activity;
  • Cascading the strategy into SMART objectives;
  • Propose process and tool improvements based on customer requirements
  • Encourage the initiative of its teams in order to retain customers and develop ADP products.

Predominant capacities:

  • Communicate (connect, listen, exchange, be concise)
  • Cooperate (interact with others, collaborate)
  • Create (innovate, imagine, design)
  • Decide (make choices, determine)
  • Undertake (engage in action, take initiative)
  • Negotiate (convince, argue, resolve situations)
  • Organize (plan, structure, prioritize)
  • Realize (accomplish, implement)
  • Animate (make progress, give impetus, make an effective team)
  • Lead (lead a team, take responsibility, accompany change)
  • Manage (control, analyze)
  • Communicating in French
  • Communicating in English

Behavioral skills: 

  • exemplary
  • Availability for colleagues and colleagues
  • Adaptation to change
  • Analytical mind
  • Active listening (client / team)
  • Team spirit
  • Initiative and Innovation
  • Rigor and concern for quality
  • Relevance of the analysis
  • Stress resistance
  • Proposal force 
  • Knowledge required (by scope and / or profession): 
  • GXP Link: knowing how to maintain and evolve the payroll regulation

Business knowledge:

  • Payroll: know how to control a pay statement, follow all the news pays
  • declarations
  • social issues: knowing how to control and parameterize the declarative modules (DSN / APE / IJEDI / N4DS)
  • GTA: know how to create rights counters, absence reasons, GTA pages
  • Management: follow-up of the team by reliable indicators, lead team meetings, make weekly points with peers, do individual interviews, conduct coaching interviews, select candidates for open positions in the team, know how to conduct job interviews, train new recruits 
  • The job description explains the role and mission of the employee / manager.
  • The objectives, in turn, contribute to the durability of ADP and the development of its employees and managers.
  • The objectives are set to measure the performance of our employees and our managers.

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: 2019-08-15 Expires: 2019-09-14

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Responsable d'quipe service client analyste programmeur GXP NA - 178577

Watton, MI 49970

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