Director - Service - ADP - Alpharetta

Job description
Job Responsibilities:
(Description):
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

Insightful Expertise is a core value at ADP. In National Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.

JOB RESPONSIBILITIES:

Responsible for strategic performance leadership, client retention and satisfaction, business operations and cost management, associate performance management and business transformation of (Comprehensive Outsourcing Services) COS service delivery organization and functions.

Partners with clients to ensure payroll and/or HR requirements are met, which includes ongoing client contact, service delivery and collaboration.
Support new account implementations and client conversion activities.

This position has line management responsibility for payroll service delivery team(s) and matrix management accountability for other functional areas that are providing service to clients.

Coordinates a seamless integrated service delivery approach by all ADP departments serving COS clients.

Provides coaching, mentorship and guides associate career development.

Implements the necessary procedures and changes to comply with corporate and governmental agency policy and regulations relating to payroll.

Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results.

Responsible for supporting business growth to manage a combination of direct expense or expense through ADP support organizations of $48-$75 million.

Responsible for managing organizations up to 40+ staff members in size, servicing 10+ clients.

Manage client SLAs to ensure metrics are achieved and fees at risk are minimized.

Facilitate frequent client communications. Manage escalated matters and work with internal and external parties to bring issues to resolution.

Manage strategic client relationships by working closely with the Relationship Manager to ensure strategic matters are addressed and resolved in a timely manner.

Create and report on operational metrics and trends.

Prepare, facilitate and conduct monthly and quarterly review session with clients to review performance metrics, trending and project updates.

Participate in global operational initiatives that benefit the general health of the business operations.

Facilitate Year End planning and execution. Participate in organizational planning to support new clients.

Directly supervises Payroll Managers and Service Delivery Managers.

Experience, Skills, Academic:
Education:

Bachelor's Degree in Business Administration, HR, Finance or Accounting or the equivalent in education and experience
Advanced studies in Human Resources, Organizational Development, Quality Practices, Business Administration, Finance or related fields and FPC, CPP, CEBS, SPHR, PHR, CPA designations desirable.

Experience:

Extensive experience managing teams and acquiring and developing talent
Minimum of 5-7 years' experience in a highly complex service delivery environment overseeing large staff operations.
Management of conversions, implementations, and other projects significant in size and scope
Strategic oversight of the analysis, development, implementation and management process change and enhancement
7 - 10 years' experience managing senior level client relationships.
System implementations/integration experience preferred
Experience in a Shared Services environment highly desirable
Experience successfully managing complex client relationships
Experience with Quality Practices (DMAIC principles, Lean, Six Sigma
Work experience in a payroll environment is strongly preferred
In-depth knowledge of ADP services, Enterprise Payroll and/or AutoPay is valuable.
Must be able to work well in a high demand, fast paced environment
Must possess excellent organizational and time management skills for managing multiple projects and priorities.
Must possess excellent communication, presentation, negotiation and facilitation skills and recognized organizational savvy.

Possessing several of the key components cited below will weigh significantly in the consideration of candidate selection:

Experience in monitoring and improving payroll business processes
Experience with an automated time and attendance system
Experience in an ADP region with in-depth product and operations knowledge preferred
Extensive experience in managing service organizations
Extensive experience in payroll accounting and compliance practices and theories related to payroll systems and processes
Experience in service technologies and development of service delivery solutions
Proven attention to detail
Ability to manage multiple activities simultaneously
Ability to manage organizations cross-functionally (matrixed) successfully.
Demonstrated customer service skills

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