chef d’équipe – SBS Canada / Team Lead, SBS Service

• Désirez-vous faire progresser votre carrière dans un environnement stable et dynamique offrant de nombreuses opportunités d’avancement?
• Êtes-vous avide de connaissances et avez-vous un intérêt pour les occasions de formation continue, de perfectionnement et de mentorat?
• Est-ce important pour vous de faire partie d’une culture qui valorise l’équité et l’inclusion à travers un environnement accueillant les nouvelles perspectives et la diversité des points de vue?

Si c’est le cas, cette opportunité pourrait vous intéresser. Poursuivez votre lecture et jugez par vous-même. 

Dans ce rôle, le chef d’équipe agit à titre d’expert technique, de coach et d’ambassadeur de la culture au sein de l’organisation des Services HRTech soutenant les Services aux petites entreprises (SBS). À titre de premier niveau de soutien aux gestionnaires, il offre un accompagnement en temps réel concernant le traitement de la paie, les solutions technologiques RH, la prestation de services, la navigation dans les systèmes et les enjeux complexes des clients, tout en aidant les associés à développer leur confiance, leurs compétences et leur expertise.  

En étroite collaboration avec les gestionnaires, le chef d’équipe contribue à la performance de l’équipe, à l’excellence opérationnelle et au développement des employés grâce au coaching, aux évaluations de la qualité, à la gestion des escalations et aux initiatives d’amélioration continue. Ce rôle joue également un rôle clé dans la promotion d’une culture collaborative, inclusive et axée sur la performance, tout en assurant des résultats exceptionnels tant pour les associés que pour les clients.

Prêt à faire votre marque?  Posez votre candidature maintenant!  

• Serve as the first point of contact for associates' day-to-day questions, challenges, and technical support needs. 
• Provide real-time coaching on payroll processing, HR technology solutions, client service, and system navigation. 
• Conduct call reviews, case reviews, and quality audits to identify strengths and development opportunities. 
• Identify training gaps and deliver targeted coaching to enhance associate performance and expertise. 
• Support onboarding, mentorship, and ongoing development of new and existing associates. 
• Reinforce company policies, procedures, compliance requirements, and best practices.  

• Partner with managers to support workforce management, team coordination, and service delivery objectives. 
• Monitor team performance against established KPIs, service metrics, quality standards, and client outcomes. 
• Identify and escalate trends, risks, and recurring issues impacting operational performance. 
• Participate in leadership discussions and communicate key priorities, updates, and initiatives to associates. 
• Support the execution of action plans related to engagement, NPS, quality, productivity, and business goals. 
• Partner with leaders to drive change management initiatives, reinforce organizational priorities, and support successful adoption of new processes, tools, and ways of working.  

• Act as the first level of leadership support for client escalations and complex service concerns. 
• Partner with associates to resolve payroll, HR technology, and service-related issues. 
• Ensure escalations are effectively managed through resolution and client commitments are met. 
• Analyze root causes and implement preventative actions to improve the client experience. 
• Support key client relationships through proactive follow-up, issue resolution, and satisfaction monitoring.  

• Monitor daily service levels, queue health, workload distribution, and operational performance. 
• Support schedule adherence, resource planning, and coverage optimization. 
• Identify opportunities to improve efficiency, processes, and service delivery outcomes. 
• Support special projects, business initiatives, and continuous improvement efforts. 
• Ensure adherence to operational, compliance, and quality standards.  

• Champion the Alex culture by fostering an environment built on trust, accountability, collaboration, continuous learning, and exceptional client service. 
• Recognize and celebrate associate achievements and contributions. 
• Support associate development, career growth, and ongoing learning opportunities. 
• Gather employee feedback and surface concerns, ideas, and opportunities to leadership. 
• Promote collaboration, knowledge sharing, and teamwork across the organization.  

• Strong client service, problem-solving, and decision-making skills. 
• Demonstrated coaching, mentoring, and associate development experience. 
• Ability to influence and lead through collaboration without direct authority. 
• Excellent communication, relationship-building, and conflict resolution skills. 
• Strong analytical and critical-thinking capabilities with the ability to identify trends and drive solutions. 
• Ability to manage competing priorities in a fast-paced, client-focused environment. 
• Strong knowledge of ADP payroll and HR technology solutions, including Workforce Now, AutoPay, and/or PayTech. 

• Experience supporting employee development, quality initiatives, and operational improvement efforts preferred. 

• Be yourself in a culture that values equity and inclusion and creates a safe space for diverse perspectives and insights 
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences 
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress 
• Continuously learn through ongoing training, development, and mentorship opportunities 
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones 
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another 
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live 
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about 
• Go Global. With operations around the world, exciting new networking opportunities abound   

What are you waiting for?  Apply today!