Service Delivery Manager Lyric

Description

Job Summary:

We are looking for a NextGen HCM Service Manager that will work with our US clients from 3 PM (Romania Time) until 12 AM (Romania Time)

The role of the Lyric Service Delivery Manager is to drive an exceptional client experience by ensuring the successful delivery, operational performance, and ongoing optimization of the Lyric HCM solution. The role acts as the key point of coordination between clients, service teams, product teams, and other stakeholders to ensure seamless support and value realization.

The Lyric HCM Service Delivery Manager is responsible for ensuring that all activities are performed in alignment with ADP service standards, client requirements, and Lyric HCM best practices, supporting long-term client success and satisfaction.

The role has a direct relation with the Global HR Director and is accountable for 4 areas:

1. Client experience
2. People management
3. Process management
4. Business and productivity management

Responsibilities:

Client Experience

• Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results.
• Is informed about the contractual requirements and the detailed scope for each client.
• Ensures that SLAs for client service requests are met and regularly reviewed.
• Reviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfaction.
• Ensures that monthly service review calls with the clients are put in place as needed and attend the calls when needed.
• Highlights and escalates relevant matters that may impact the clients’ operations and proposes appropriate solutions and workarounds to mitigate the impact.
• Works effectively across the entire organization to resolve client issues, with Celergo Central, GIC, product teams, internal and external payroll partners.
• Manages clients’ escalations together with the iHCM service consultants, the CAM and, if necessary, with the NBS Sr. Manager/Sr.

People management

• Leeds a team of 3 up to 14 Associates, or as per the ADP recommended span of control
• Participates in the recruitment process for new hires.
• Ensures that all team members have the appropriate training plan and that skills and capabilities base meets work demand.
• Ensures that team members are up to date with knowledge of ADP processes, systems and policies.
• Identifies talent, works with HR to ensure that the appropriate development and succession plans are documented and put in place.
• Audits the work of the team members and assesses performance based on clearly defined KPIs
• Effectively manages team performance:
• Facilitates regular Check-ins with direct reports and weekly Stand-Out check-ins.
• Facilitates team meetings, team building and fun at work activities to increase engagement and team cohesion.
• Discuss challenges and achievements as related to clients with particular attention to the respect of timing and process standards.
• Provides regular and timely performance feedback, both positive and constructive.
• Participates in the performance management process by conducting quarter and annual performance reviews including making performance recommendations for salary, promotions/staff changes, separations.
• Recognizes and celebrates team and team member accomplishments and exceptional performance and defines performance improvement plans when needed to support the Associate getting back on track in meeting performance.
• Promotes BPI/BeX initiatives within the team and supports the team in process improvements.
• Works closely with the consultants and sr managers to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

Process leadership

• Monitors day to day operations to guarantee that the direct reports work according to their defined role and meet agreed upon KPI’s and SLAs.
• Ensures that SOPs and business process documents are up to date.
• Effectively and consistently manages process of changes (including roll out, communication, monitoring and controlling).
• Supports BeX in process and best practices definition.
• Delivers process improvement initiatives to drive operations effectiveness and efficiency.

Business leadership

• Focuses on Impactful Communication, Talent Building and Relationship Building to develop internal and external relationships required for success.
• Drives a performance-based culture that engages associates to achieve excellence.
• Monitors and reports on performance metrics related to clients.
• Highlight and escalate relevant matters that may impact the clients’ operations and ensure follow-up until resolution.
• Ensures detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations in coordination with the Global HR Director.
• Manages iHCM, Lyric and any other solution in the team scope as needed.
• Contributes with ideas and is actively involved in strategic actions to attract potential job candidates.
• Maintains awareness and support of ADP values, policies and procedures.
• Analyses and resolves complex issues encountered within the team.
• Demonstrates strong analytical and problem-solving skills for complex HCM topics/scenarios.
• Works with other departments and CoEs on cross-functional synergy and improvement projects.
• Manages directly operational activities when required.

Reports & Performance Metrics:

• NPS score, low number of escalations.
• Performing the service monitoring to ensure standard SLAs are meet
• High engagement: Engagement Pulse & low turnover
• Stand Out adoption & weekly check-ins.
• Timely and meaningful performance evaluations.
• Continuous involvement in NBS BeX strategic initiatives

Education & Experience:

• Degree or Equivalent: Bachelor’s Degree
• Major Area of Concentration: IT / Business / Consultancy
• Work Experience: 5+ yrs

Knowledge and Skill Requirements:

• Business proficiency in English (min. B2 level). Bilingual language skills are a plus.
• Mastery of Microsoft Office suite (Excel, Word, PowerPoint)
• Leadership skills
• Customer Service Skills, Client focus
• Industry knowledge

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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.