Description
The Director provides effective management, direction and leadership to ADP Philippine's service operations
team. Assumes accountability and responsibility to meet or exceed the performance goal especially in the areas of
quality, associate retention, productivity and business unit key process indicators. Performs in the capacity of delegate
leader during the timeframe and shifts that the Executive Team/Department Heads are not in the office and henceforth is
the delegate escalation person for matters involving executive interaction, business continuity issues, workplace
emergencies, senior leadership coaching and guidance, and overall interruption of business operations. The Service
Director will be the individual who decides which issues or events warrant escalating to other Executives and Department
Heads during their hours of coverage.
The Service Director drives the reporting of operational performance, productivity, quality and overall effectiveness via the
dashboard process. Currently responsible for several diverse business processes supporting clients and associates
across global ADP.
• Coordinating with the Executive Leadership team and remote business unit partners to clearly define goals, build
and maintain balanced scorecards for ADP Philippines.
• Lead and execute common, consistent and accurate performance and metrics reporting for Operations to
contribute to the site-wide balanced scorecard and dashboard (weekly/monthly/annually).
• Lead ADP Philippines Operations teams with Managers and team leads to effectively drive performance and hit
defined targets.
• Lead the leadership development strategy for the Operations Managers and Team Leaders to build leadership
competency, business maturity and professionalism, and strategic thought and decision-making via a platform
which supports coaching/mentoring, professional competency development, operational domain expertise, and
various other developmental activities and initiatives that will strengthen the core leadership of the Operations
departments.
• Lead the Operations performance management cycle consisting of monthly / annual performance & competency
review process, merit increase process, personnel development plans, training plans and performance bonus
assessment.
• Drive Operations associate's engagement using effective communications, high-energy recognition programs,
open door policy, engagement activities (with the support of the site Engagement Lead) and timely feedback /
execution.
• Define and lead operations hiring/staffing requirements and partner closely with Talent Acquisition, Human
Resources, Finance, and Management ensuring effective selection, hiring and controlled compensation
management.
• Gain commitment, alignment and engagements in ADP's Mission, Vision and Values. Ensure adherence to the
value set, and if needs be, implement necessary disciplinary or personnel improvement plans with rigor ensuring
balanced objective outputs. Champion and drive ADP Values leadership and culture; ensure that Stellar Service
is adopted and implemented in all parts of the Operations organization.
• Partners with international business units to build relationships, develop site goals, drive consistent performance,
ensure open and continuous communications and highlight areas of ADP Service Improvement.
• Lead as a more senior level client/partner liaison to international business stakeholder partners for functional
operations and business process success, service level agreements, communication and shoring engagement
models, etc.
• Launch and foster ADP Service innovation strategies inclusive of standardization and continuous improvement.
• Maintain maximum service levels during inclement climate/environmental conditions by building strategic crisis
management plans.
• Drive a strong Net Promoter Score (NPS) for ADP Philippines as a strategic offshoring partner of choice for ADP.
• Increase cross business unit collaboration and drive the sharing of Operational Best Practices across all Business
Units and functions in the Philippines.
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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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
