Responsible for strategic performance leadership, client retention and satisfaction, business operations and cost management, associate performance management and business transformation of 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. Oversee new account implementations and client conversion activities.
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 - 12 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.
GENERAL RESPONSIBILITIES:
Creating an environment that supports the:
Vision and Corporate Direction
Goals, Purpose and Mission
Corporate Values; Cultural Practices and Principles
Transformation and Change Leadership
Planning and Initiative Coordination
Managing COS client relationships at the tactical/operational level and working with Relationship Management to satisfy and retain client accounts that could be valued at $10M or more. Directly oversees the service delivery of payroll administration services (outsourced payroll department activities) and the coordination of all other lines of business sold by ADP to COS clients, such as Time and Labor Management, BenefitsCallCenter and Admin Services, etc. Ensure Service Level Agreements between ADP and clients are met.
Developing clear client retention strategies that support and provide stellar customer service, builds highly effective customer relationships with both internal and external partners and holds direct reports accountable for service deployment and client relationship management.
Leads and fosters relationships with other ADP organizations to cross-functionally coordinate and build and integrated seamless service model across groups supporting ADP clients. This calls for development and deployment of common service practices across departments.
Identifying and implementing best practices; establishing, restricting and reengineering processes; and improving the service model so that clients, vendors, and associates are served more efficiently. Effective management of direct reports in delivering this strategic plan will produce:
Cost Reductions
Increased Operating Efficiencies
Increased Operating Performance
Increased Reliability and Accuracy
Improved Cycle Time
Improved Operating Margins
Compliance with Complex Regulatory Requirements
Customer Agreements that are Met or Exceeded
Providing solutions that will align people and action to maximize business performance. This will be accomplished by collaborating with direct reports in the development and delivery of:
Internal Proficiency Analysis
Workforce Qualification and Certification Strategies
Training and Development Strategies
Retention Strategies
Job Structure and Organizational Layout
Competency Models
Compensation, Reward, and Pay for Performance Systems
Career and Succession Planning
Decreasing the cost of managing human capital by delivering considerable cost reductions and improved service delivery. This will be accomplished by collaborating with direct repots in developing and delivering:
Strategic Planning
Budgeting
Forecasting
Cost and Profitability Analysis
Scorecard/Dashboard
REPORTING RELATIONSHIPS:
Supervisor: VP - COS Service Operations
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