Senior Director - Service Technology - 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

Directs the identification, development and implementation of division-wide Service tools strategy to drive a quality client experience including first year retention, service quality (NPS scores), client growth, and improved productivity and revenue/NOI goals. Executes on strategy through service technology projects, service models, technology deployment and service associate productivity.

Measure the associate experience and identify continuous improvement opportunities. This includes developing strategies to address opportunities, collaborating with senior leadership on solutions, executing and ultimately measuring success. Partners with senior field leadership including General Managers, Service Vice Presidents, Implementation Executives and Client Relations Executives to identify opportunities for improved sales/service partnership and retention. Manages a partnership with Sales leadership to ensure continuity of technology roadmaps.

Evaluates, procures and deploys call center tools, technologies and processes which will facilitate the achievement of client satisfaction, productivity and retention goals. Communicates strategic importance of projects to gain funding and buy-in from key constituents (field leadership, IT, Marketing, NAS senior leadership) to ensure success of initiatives and investments. Leverages relationships and collaborates on a regular basis with other functional areas to identify, develop and manage financial budgets for investments and performance metrics. Prepares business cases with ROI justification for investments as part of a technology portfolio.

Establishes division-wide service technology standards. Ensures consistent rollout of business processes and initiatives in accordance with NAS standards. Ensures alignment with NAS strategic objectives. Evaluates existing standards with the implementation of new processes and initiatives in support of continuous improvement. Create and maintain disaster recovery and business continuity plans for technologies in partnership with Global Product & Technology team and NAS DRBCP coordinators.

Experience, Skills, Academic:
Bachelor's Degree preferred

10+ years experience in a high-volume, client service, implementation or service center management capacity including

5+ years of experience in planning, budgeting, and associate development.

In-depth knowledge of service center and call center operations including service technologies related to client relationship management tools, scheduling tools, and telephony infrastructure.

Experience implementing HCM/HRIS solutions for large fortune 1000 clients is preferred.

Demonstrated successful project management of various project complexities.

Proven leadership abilities providing direction, influencing others and fostering teamwork.Knowledge of HCM industry preferred.

ITIL certification and experience is a plus.

Excellent interpersonal and collaborative skillsStrong communication and presentation skillsAbility to analyze data, draw conclusions and create strategies based on conclusions. Strong analytical and innovation skills.

Ability to communicate effectively with all levels of the organizationStrong project management skills with knowledge of tools and methodology

Strong organizational skills

Strategic thinker - able to interpret "Big Picture"Creative, shows initiative

Ability to motivate, develop and manage othersAbility to prioritize and work under time constraint pressures with quality

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