SBS Service Mentors Mentor I

Mentor Role at ADP Philippines

We are seeking a dynamic and high-performing Mentor to join our team. As a Mentor, you will be responsible for guiding and enhancing the quality performance of client service frontline associates, comprising both new hires and seasoned professionals. Typically, the bandwidth is between 10-15 associates. Your role is crucial in nurturing the development of new team members and realigning the performance of our experienced associates.

Key Responsibilities:

• Client Interaction Analysis: Regularly observe client interactions to pinpoint strengths and areas for improvement, ensuring adherence to quality standards.
• Coaching and Feedback: Provide tailored coaching and constructive feedback to support associate growth. Collaborate with associates to develop SMART action plans aimed at modifying behaviors and overcoming performance challenges.
• Strategic Collaboration: Work closely with the operations leadership team to align on objectives and adapt strategies to meet evolving stakeholder demands.
• Trend Analysis: Identify and analyze trends to inform business decisions and drive continuous improvement.
• Training Facilitation: Conduct booster training sessions as needed to keep associates informed and adaptable to changes in US Payroll and Tax regulations.
• Calibration Leadership: Lead calibration sessions to ensure consistent understanding of objectives and expectations among associates, mitigating potential biases in client interactions.

Qualifications:

• You have at least two years coaching and/or quality team experience.
• Over the phone and in writing, your communication style is clear and easy for our associates to understand and act on. You will need to communicate clearly and quickly to summarize a problem and explain a solution.
• You must be proficient in using Microsoft Office tools, including Outlook, Word, and Excel, as well as have excellent analytical and time management skills.

Qualifications: You have at least two years coaching and/or quality team experience. Over the phone and in writing, your communication style is clear and easy for our associates to understand and act on. You will need to communicate clearly and quickly to summarize a problem and explain a solution. You must be proficient in using Microsoft Office tools, including Outlook, Word, and Excel, as well as have excellent analytical and time management skills.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.