ADP
Website:
adp.com
Job details:
Job Description:
Role: Tax Research and Compliance
Years of experience: 8+Years
Location: Hyderabad
- To lead a team of associates that support an international non-voice/Semi-voice process within ADP. The role entails responsibility for managing the day-to-day operations including but not limited to
- Driving strong associate engagement
- Driving strong Client relationships
- Driving Operational Excellence through KRA / SLA adherence
- Nurturing a culture of Innovation and Business Process Improvements
Essential Duties and Responsibilities:
- Manage productivity and key metrics of the team members to meet the business requirements.
- Passionate about people: Lead and coach the associates on the process / product front by facilitating refreshers, create an open atmosphere where associates feel like they belong and want to give their discretionary effort.
- Handle escalations, provide floor support and ensures floor discipline.
- To smoothly manage the daily operations by ensuring availability of associates on floor as per planned schedules.
- To act as a primary contact for process updates with an aim of enhancing the product / process skills & knowledge levels of both self as well as the team members.
- To conduct regular one to ones, team meetings / huddles as a platform to gather or disseminate information and build a relationship with the team members.
- Collate, analyze, and present objective data in the form of suitable MIS reports.
- Work in close coordination with the stakeholders in regard to key operational / process / product updates.
- To monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements.
- To stay focused on quality through real time / historical call monitoring and to be able to provide regular, timely and objective feedback to the team members.
- To give paramount importance to customer satisfaction by closely following the survey reports and aligning the team members accordingly by sharing the relevant information.
- To coordinate with support functions such as Work force management, Training and Quality.
- Work with leaders to operationalize the strategic goals of the business in line with the organizational vision.
- Flexible working in different shifts
Additional Responsibilities:
- Performs other related duties as assigned by the Manager and acts as a back up to them in their absence.
- To be able to handle additional initiatives (both assigned as well as self-driven) apart from managing core deliverables.
- Imbibe and promote ADP culture
- Build a robust pipeline of subject matter experts.
- Foster an atmosphere that would encourage value adds, creativity and innovation.
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