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Manager, Customer Transition

Company: TriNet Group
Location: Dublin
Posted on: May 3, 2021

Job Description:

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers compensation insurance.TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If youre passionate about innovation and making an impact on the large SMB market, come join us as we power our clients business success with extraordinary HR.JOBSUMMARY/OVERVIEWThe Customer Transition Manager is responsible for managing a team of Transition Consultants that are service and relationship oriented individuals who coordinate service, delivery, and operations to new and existing customers undergoing a transition event. The Customer Transition Manager will ensure that the team secures, builds, and sustains client relationships during the transition phase. Additional responsibilities include participating in special projects, including Mergers and Acquisitions, Year-end processing, Year-start on-boarding of customers, Customer offboarding and other projects as assigned. The individual in this role will mentor and assist their team in the design and implementation of projects. This individual will work with other development teams and their managers closely to plan and coordinate the use of resources to accomplish the projects and team goals as outlined by the department director. The Transition Managers ultimate goal is to make certain that clients are highly satisfied with and clearly recognize the value of the partnership they have engaged in.ESSENTIAL DUTIES/RESPONSIBILITIESDevelop and drive a standard, measurable and effective transition process.Monitor and communicate new client successes and risks.Work to ensure appropriate internal staff is involved in escalated service issues.Set the example and facilitate effective teamwork, rapport, communication, trust, and respect between Customer Transition colleagues and other customer facing and/or internal TriNet team members.Partner with the management of other TriNet business units to help drive creative, compliant, and customer-focused solutions and services.Drive coordination between customer facing & internal TriNet groups for the delivery of dependable, accurate, timely and easy to use services.Prioritize projects and/or ensure consistency with corporate strategies.Recruit/develop high performing team members; set clear expectations for and provides timely feedback on individual and team performance; take corrective action when necessary.Establish departmental goals and objectives that are consistent with corporate goals and objectivesDrive new process development and training for Customer Transition colleagues.Ensure the quality and availability of TriNet Platform training to all new customers.Work closely with Customer Experience and Account Management leadership and other internal departments to continuously improve processes and preclude or prevent recurrence of service problems.May attend prospect meetings and conference calls to ensure a smooth transition experience.Responsible and accountable for Customer Transition personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)Drive the resolution of complex and escalated customer service complaintsManage customer service delivery skills of Customer Transition team.Provide on-going education and information to Customer Transition teams on new TriNet products, services, and processes, including new systems.Demonstrate flexibility in examining new approaches in problem solving in response to changing organizational objectives.Other projects and responsibilities may be added at the managers discretion.JOB REQUIREMENTSANDQUALIFICATIONSEducation:Bachelors degree desired; or equivalent education and/or related work experience.TrainingRequirements(licenses, programs, or certificates):A professional certification (PHR, SPHR, FPC, CPP, CAPM or PMP) required or ability to obtainExperience:Minimum 2 years of managerial experience.Minimum 8-10 years of experience applying excellent customer service, project management or client implementation practices in a high volume, fast paced environment.Minimum 5 years of experience in HR Administration, payroll or benefits.Other Knowledge, Skills and Abilities:Advanced knowledge of and experience in direct customer service, project management, human resources management, benefits and/or payroll administration highly desired.Experience managing client relationships both virtually and face to face.Experience in collaborating with leadership in a sales and service environment.Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence.Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.Experience with, knowledge of, and ability to apply excellent customer service practicesExperience as a leader of exempt and nonexempt employeesExperience in process improvement, change management and overall operational excellenceExcellent verbal and written communication skillsAbility to communicate with employees at all levels of the organizationStrong knowledge and understanding of both state and federal employment lawsExcellent interpersonal skillsExcellent presentation and facilitation skillsA demonstrated commitment to high professional ethical standards and a diverse workplaceAbility to adapt to a fast paced continually changing business and work environment while managing multiple prioritiesAbility to apply basic mathematical operations and perform cost and variance analysis.Ability to use software to create reports, presentations and spreadsheets involving complex databases and information.Ability to apply payroll, benefit, and human resources knowledge, sound judgment, and take the initiative in responding to customer calls and inquiries.Ability to identify, diagnose and resolve issues affecting client transitionsAbility to and skilled at building effective business relationships and positively influencing others.Ability to train, mentor, and coach others.Knowledge of PEO products, services, and markets a plus.Knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems.Ability to coordinate action and provide leadership to others to facilitate customer service excellence.Ability to demonstrate effective leadership skills through all communications.Ability to communicate ideas and information clearly, accurately, and tactfully verbally and in writing.Ability to organize, prioritize work, and ensure timely deliverables and services that are effective, efficient, and economical Excellent verbal and written communication skillsA demonstrated commitment to high professional ethical standards and a diverse workplaceProficient in Microsoft Office SuiteWORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)15%-20% travel requiredWork in clean, pleasant, and comfortable office settingThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Please Note:TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@ to request such an accommodation.#LI-TM2SDL2017

Keywords: TriNet Group, Dublin , Manager, Customer Transition, Other , Dublin, California

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