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Multi-line services business leader accountable for operational contract performance execution supporting COS clients. Book of services includes Time and Attendance, Multi-National Payroll, Benefits, Human Resource Management, and Contact Center Services. Ensures alignment of key performance objectives and service level standards. Develops strong internal relationships across all lines of ADP service to drive action and accountability from internal partners for items such as open item/project updates, meeting deliverables/due dates as well as facilitate effective meetings and seamless communication. Builds and strengthens client relationships both at the operational and executive (Director/VP) levels by understanding the client’s business goals and determining how ADP services/products align. Coordinates with Relationship Manager and Director on operations account management strategy. Role functions effectively improve client outcomes and have a direct impact on NPS, response times, and retention, while reducing reliance on Payroll Specialists and Managers for these types of client needs.
Leadership, Guidance & Collaboration?Establish effective relationships with account support team and internal business partners*?Clearly communicates account team roles and responsibilities to each team member to ensure proper expectations alignment*?Motivate and direct account team members across multiple service lines to accomplish performance objectives and meet or exceed account support standards*?Provide direct feedback to account team members regarding performance based on account objectives*?Supply input to team member manager on the professional development of team members*?Demonstrates "One Team" in client interactions
Account Oversight & Planning?Based on knowledge of client’s contracted Statement of Work and performance SLAs consistently manages and updates client account plan to include obtaining buy-in from client and internal support teams*?Conducts regular account planning sessions with client and internal ADP team*?Ensure and reinforce client understanding of COS and account team model/structure*?Produce and present performance reporting based on agreed upon standards and/or contractual obligations*?Analyze key performance indicators interpreting data and trending to anticipate account impact and make necessary adjustments*?Identify and act on opportunities to retain revenue and reduce liability*?Focus on service excellence through proactive analysis of account operations to identify continuous improvement opportunities*?Broaden and deepen client’s relationship with ADP*?Develop action plans to address addition of new services, oversee progress of implementations, and monitor execution and impact on Operations.
Open Items, Risks, and Change Management Serves as an Operations point of escalation for issues requiring resolution and impacting overall client service/satisfaction*?Develop and manage detailed action plans to address any SLAs, processes, operations risks, or post production improvement opportunities*?Drive accountability of account team members, operations support teams, and business partners for resolution of open items, action plan tasks, and operations support cases*?Monitor account related change management initiatives and coordinate efforts of client and/or internal team when required
* Bachelor’s Degree Required; Business Administration, Management, Finance, Accounting, Project Management or related field
* PCP, CPM Certified Preferred
* PMP an asset
* A minimum 3 – 5 Years of client outsourcing and/or HRBPO experience
* A minimum of 3-5 years of technical integration knowledge (understanding the system touch points at a high level).
* A minimum of 5-7 years client service experience with high profile clients.
* Able to manage multiple or competing priorities. Uses judgment and past experience to determine the appropriate course of action in situations where there are no prescribed solutions.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World’s Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer.