Client Engagement Manager - Service Transition

Position Title : Client Engagement Manager - Service Transition Reporting Line : Managed Services Manager Position Purpose : To lead the successful transition of clients from implementation into the Lyric Service model, ensuring operational readiness, service continuity, and a seamless client experience. As the key link between clients and internal teams, the role drives effective transition outcomes, mitigates risks, and establishes the foundation for long-term service success. Key Responsibilities : Client Relationship Management:

• Act as the primary relationship owner during the first 90 days of a client's transition into Service, ensuring a smooth and successful handover from implementation
  Build strong client confidence, trust, and engagement throughout the onboarding and transition journey.
• Provide proactive communication, operational visibility, and regular updates to clients, ensuring alignment between client expectations and Lyric's service delivery standards.
• Collaborate with Implementation, Service, Enterprise Learning, GPT, Release Teams, and Client Success teams to assess and manage client impacts resulting from product releases and service changes.
• Manage commercial aspects of the client relationship, including contract administration, renewals, additional business opportunities, commercial gestures, and claims management.
• Serve as a trusted advisor and advocate for clients, ensuring concerns, risks, and opportunities are addressed effectively.
• Contribute to client experience measures (Retention and Net Promotor Score) and business-related performance goals.
• Identify opportunities to support clients with additional areas of service delivery.

Delivering Lyric Excellence.

• Risk and Issue Management - identify and resolve transition challenges before they impact service delivery.
• Identify capability, knowledge, and training gaps that may impact service delivery quality and client outcomes.
• Support knowledge sharing, capability development, and continuous learning across internal teams and clients.
• Ensure operational readiness for new clients, services, products, and process changes entering the service environment and liaising back with Product Enablement, GPT, Lyric CoE and Implementation.
• Partner closely with Lyric leaders to manage escalated client issues, service concerns, and providing client visibility.
• Drive continuous improvement by identifying opportunities to enhance processes, product, service delivery, and improve client experiences and outcomes and liaising back with Product Enablement and GPT.
• Duties may vary based on the operational needs of the business.

Experience :

• Minimum 3+ years of Customer Service experience via multiple channels (self-service, phone, live chat support).
• Strong customer service and stakeholder management skills
• Strong knowledge of payroll practices and operations is essential
• Demonstrated confidence in client conversations
• Comprehensive understanding of current Australian and New Zealand payroll legislation.
• Demonstrated ability to investigate issues and find solutions
• Ability to identify opportunities through relationship-based conversations
• Ability to manage multiple tasks effectively and timely
• Strong analytical and problem-solving experience
• Strong relationship building skills with a customer first mindset
• Advanced computer skills including Microsoft Word and Excel.
• Certifications / Qualifications Tertiary qualifications (Cert IV / Diploma/Degree within Business / Administration) is highly desirable.
• Relevant experience may be accepted and will be considered in place of formal qualifications.

Skills :

• Effective Communication
• Time Management
• Process Improvement
• Stakeholder Management
• Risk & Compliance Management Change Management
• Ability to work independently or as part of a team
• Attention to Detail
• Creative Design Thinking

Key Stakeholders :

• ADP Clients
• Enterprise Learning
• Client Success Team
• Implementation Consultants
• Product Enablement Team
• Technical Support Consultants
• APAC CoE (GPT - Product Development).

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A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition .

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 to learn more about ADP's culture and our full set of values.