ADP is hiring a Vice President, Services. In this role, you will be responsible for the strategic direction of the MyLife Advisors Brand, Methodogoly, Tools & Processes to achieve a Differentiated Branding Experience through Predictive Analytics.
Objective is to seamlessly integrate systems and staff to create a highly efficient model for support of clients and worksite employees. This objective can only be met through adoption and utilization of standardized processes and tools.
A clearly defined client service strategy and methodology for delivering a high quality, branded experience is integral to the success of this position. Establishes and maintains the strategy, vision and goals for what the MyLife Advisors should contribute and how it should work with others.
Leading Technology should be identified and utilized to its fullest to ensure adherence to established SLA’s as well as decreasing the learning curve of associates in the organization.
Special consideration given to business continuity and the needs of the individual businesses supported to allow for ebb and flow of call volume. Development of processes by which management measures performance of the organization from an external metric perspective and uses it to improve service.
Programs must be put into place to provide quality assurance by which performance is measured to utilize service observation process with tools and comprehensive monitoring criteria established. The service delivery model must be scalable with the ability to make adjustments and take corrective action to the service model to ensure an ongoing competitive advantage.
May include responsibility to acquire additional staff, the development and deployment of processes and procedures, the procurement of infrastructure (i.e. coordinating with site specific liaisons to determine needs and get their assistance to build or acquire), developing relationships with internal clients, and working with internal business partners (i.e. — other business units) on seamless services to provide multi-service solutions.
Ultimately Leads the Service Call Centers within the established parameters of the overarching Service Methodology and MyLife Advisor strategy. Provides vision, leadership, and guidance to each Manager / Specialist in the key operating areas, allowing the Managers and Specialists to become subject matter experts within their respective areas.
*Defines strategy and future direction regarding Service Call Center initiatives to include Smart Shoring/Off Shoring, outsourcing (TTEC/BPO) Staffing Models, and developing new products, services and tools to help enhance service to clients.
*Responsible for the management of vendor relationships/contract negotiations and holding them accountable to the standards set forth for MyLife Advisors.
*Establishes vision, goals and performs other components of executive level teamwork that facilitate the development of an integrated service delivery model, one in which the MyLife Advisors are a part of the larger service delivery model.
*Aligns the broader service culture of “Alex” within the deliver strategy of the MyLife Advisors.
*This role represents and advocates the MyLife Advisor role in the larger mission of HRO and is the primary accountability and subject matter expert in HRO for call center services and infrastructure. This role liaises with others across ADP who have similar functions so that standards and best practices can be established and shared.
*Prepares and distributes regular metrics and other reporting on operational conditions and project or initiative status. Utilizes these metrics to evaluate critical areas of improvement for delivering World Class Service and profitability. Create dashboards and other vehicles that help communicate the value of the MyLife Advisors to decision-makers.
*Plans and directs activities relating to the MyLife Advisors operations. Responsible for improving the effectiveness and quality of operations at all facilities. Evaluates success of the MyLife Advisors and establishes goals for continual improvement. Works with other department managers as well as other line of businesses.
*Works with Service and Operations to improve service quality, gain efficiencies and reduce operating costs of the MyLife Advisors.
*Develops individual enhancement programs for all direct reports aimed at increasing knowledge within assigned areas. Additionally, provides broad based call center development training to direct reports as part of career development.
*Helps identify appropriate technology and tools required to establish virtual Call Center environment. Assumes responsibility for the introduction, training and formal roll out of moving towards a virtual Call Center environment.
*Develops, plans, recommends and executes appropriate initiatives to achieve ultimate effectiveness. Works effectively with peers in other areas to share best practices, tools and processes and the leveraging of resources that may be critical to the success of the initiative.
*Establishes and maintains key executive and management relationships within designated client base to seek feedback on ADP operational performance.
*Addresses client concerns and operational requirements effectively while ensuring service levels are maintained. Escalates appropriately within ADP service organization or client organization to address issues.
This role has direct reports and total staff of around 300 associates in a variety of call Center Support roles: Team Supervisors, Staffing, and Administration with total Call Center associates; or direct team responsibility for call center associates.
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