ADP is hiring a Vice President of Client Service Operations. This role reports to the VP/GM within Small Business Services, Midwest and is responsible for the development and implementation of client service strategies, initiatives to achieve strategic goals included but not limited to revenue, sales and unit growth, quality service results, client engagement, P&L responsibilities.
Directs the procurement, deployment and maintenance of service technologies, business processes and operating metrics across the service enterprise focused on one of the critical business lines.
Drives business process continuous improvement efforts to address emerging market demands, changing product and service strategies and to achieve competitive success. Develops, selects and motivates a highly effective management and leadership team.
Partners with the senior most leaders in collaborative businesses to develop enhanced service models and strategies that maximize quality and the client experience, driving proactive solutions, service levels, quality, and other key metrics leading to increased client retention.
Represents the needs of the field service organization at the Corporate ADP level and is the key liaison with all Service Leaders in SBS, division and corporate executives regarding service related matters. Partnership with Implementation leadership, cohesive region wide projects, seamless integration with campaigns, incentives and other region wide goals. A strong partnership with the peers within the Midwest Region will be critical to the success in this position.
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Directs the development and implementation of division-wide client service strategies focused on driving quality, stellar service levels, client growth, improved productivity, and revenue/NOI goals.
Designs, executes and supports SBS strategy through service projects, account management and leadership direction, service models, technology deployment and associate development. Establishes region-wide workforce management standards. Ensures consistent rollout of business processes and initiatives in accordance with SBS standards. Ensures alignment with SBS strategic objectives.
Evaluates small business service technologies and processes to determine how they can be effectively applied to facilitate achievement of client satisfaction and retention goals. Through account and operational leadership, he/she manages the domestic deployment of related technologies and services. Partners with senior leadership including General Managers, Regional (Country) Directors, Sales VP’s and Executives, and Finance, to identify opportunities for improved service and retention. Solicits feedback on critical initiatives.
Communicates strategic importance of projects to gain funding and buy-in from key constituents (leadership, IT, Marketing, all BUs, Sales, etc.) and to ensure success of initiatives and investments.
Leverages relationships and collaborates on a regular basis with other functional areas to identify client and associate training needs, redevelop and manage profits/NOI and performance metrics, support service-related HR initiatives, and to comprehend service implications of sales and marketing changes.
Prepares business cases with ROI justification for investments, enhancements, etc. Identifies ideal client service and operational organizational structures, staffing levels and productivity.
Collects business intelligence through peer relationships, industry best practices, and client forums and roundtables. Directs the development, monitoring, and distribution of performance metrics including scorecards, adherence to performance goals and other related metrics.
Takes proactive measures to ensure consistent adherence across all Account Directors and Account Leadership. Oversees client survey feedback process action planning and client retention results. Regularly monitors results and develops proactive measures to rectify client dissatisfaction. Establishes clearly defined department vision, and individual goals and objectives and communicates these to associates through department and performance planning.
Provide periodic performance feedback vs. objectives and conducts annual performance reviews on all associates. Responsible for hiring and terminating as required. Determine the department’s training requirements and ensures timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.
Ensures that all business processes are compliant with numerous regulatory requirements Provides input into the development of marketing materials for new and existing client delivery models as well as ensure branding is meeting market demands.
- BA/BS in Business Administration, Human Resources, or the equivalent in education and experience.
- 10+ years’ experience in leadership and management plus at least 5 years of management experience including planning, budgeting, and associate development.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- MBA or other advanced degree.
- Knowledge of Human Capital Management preferred.
- Ability to analyze data, draw conclusions, and create strategies based on the conclusions.
- Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting.
- Ability to collaborate effectively across business functions.
- Ability to respond quickly to changing business needs.
- Ability to prioritize issues and work under the pressure of time constraints.
- Ability to direct the design and implementation of processes and procedures.
- Ability to manage and develop others.
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