ADP is hiring a Senior Director of Client Experience. ADP's Client Experience (CX) Team is responsible for working with the CX Leaders across the enterprise to develop and coordinate the Client Experience roadmap, overseeing strategic direction and execution of all initiatives relating to the "Client Experience."
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.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
CORE COMPETENCIES:
* Process/Project Management: Possesses outstanding and demonstrated process and project management skills. Has displayed a proved track record of standardization on all "positive" processes and understands how to imbed these into organization culture and change. Works off of a detailed business planning road map that has clear targets and milestones.
* Partnering: A keen ability to work with a wide variety of line of business executives, both as a trusted advisor, but also as a mentor on how to work back from the voice of the customer and strategically manage people, processes, and systems.
* Driving Results: Sets dramatic, compelling goals and aggressive schedules for improvement. Translates the vision/mission of the organization into actionable, quantitative plans. Conveys a sense of urgency, and drives issues to closure. Translates over-arching business goals into specific objectives for each member of the team. Holds people accountable for agreed-to results. Identifies and keeps others focused on the most important metrics that drive the business. Also very familiar with Client Journey Mapping, Balanced and Scorecard Management.
* Influencing Teams: Forges strong relationships with teams of people with multiple perspective and talents. Engages the team through his/her enthusiasm and excitement about the business. Celebrates with individuals and teams for achieving significant milestones and goals. Strong supporter of working with peers and other company advocates insuring that buy in and change occurs.
RESPONSIBILITIES:
* Partners with the various BU CX Leaders to translate VOC into requirements for the overall enterprise and key touch points.
* Ensure alignment of VOC with the appropriate balanced scorecards for VOC and business outcomes (ensuring linkage through critical business and operation's KPIs)
* Develops requirements for analytics team that conduct root cause analysis and follow-up customer and employee engagement investigations by extracting, tracking, and analyzing site performance and quality metrics data across departmental lines of business.
* Develops metrics for process management that measures performance against process requirements and establishes credible and highly quantitative analytics processes to be used in the identification, assessment and analysis of process, policy and service failures.
* Partners with all organizations across the enterprise to gain access to information and acceptance to effectively drive operational improvements.
* Manages/facilitates cross functional meetings and effectively communicates process improvement objectives.
QUALIFICATIONS:
Education:
Bachelor's Degree or the equivalent in education and experience.
Experience:
Minimum of 8-10 years of experience in a customer/client centric or customer/client advocacy roles in a high performance service environment that has consistently demonstrated World Class Service comparable to ADP's mission with significant measurable results. In addition, the associate should have a working knowledge of industry leading practices in the disciplines of Human Capital Management. (Payroll, Human Resources, Time, Benefits, Recruiting and Talent Management).
Experience with Net Promoter® desired; certification a plus.
Strong quantitative, analytical, benchmarking and statistical skills
Six Sigma Black Belt certification a plus.
Management experience in a matrix environment.
Experience working across several lines of business (operations, service, implementation, etc.)
Change Management experience is required.
Proven ability to assess performance, mentor and counsel associates essential. Strong leadership and people management skills required. Must be able to work under pressure of time constraints and be able to function in a flexible, constantly changing environment. Effective time management and conflict resolution skills required. Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication and business judgment.
Critical Skills:
A seasoned transformational leader with a strong track record of success in business process change in complex, multi-business environments.
Formal Change Management training (Prosci etc.) is highly desired & experience leading change programs is required.
Experience working across several lines of business (sales, operations, service, etc.) with formal Business Process Re-engineering training.
Must be able to work well under pressure and have a strong understanding of the business process management and demonstrated achievements.
Must possess excellent communication, presentation and facilitation skills and recognized organizational savvy.
Must possess excellent organizational and time management skills for managing multiple, diverse and conflicting activities and project teams.
Proven ability to drive decisions and actions among diverse groups to achieve goals including conflict resolution.
Experience in assessing, developing, and reengineering business processes, using Six Sigma, Value Stream mapping and Lean methodologies
Strong quantitative, analytical, benchmarking and statistical skills required
Experience in Financial Analyses, ROI/Business cases and Value analyses
Demonstrated success in project management and control.
Demonstrated ability in coordinating multiple projects of varying complexities and scope.
Demonstrated success in a professional consulting environment and/or client service.
Demonstrated success in effective written & verbal communications, negotiation and positioning of projects and business requirements under a variety of highly visible conditions.
Proven leadership skill to implement strategic initiatives in an organization.
Ability to work with all levels of a multidimensional organization as a change agent.
High energy self-starter; must be flexible and able to take the initiative with minimal guidance and be comfortable working both as an individual and as part of a team.
An individual who can attract, train, and develop highly-motivated and committed cross functional teams, exerting change management through influence and indirect reporting structures, and personally serve as the catalyst for success.
A team player who is goal-oriented and confident, with an ability to get things done, working in concert with other ADP leaders.
Must possess a can-do, winning attitude; the highest level of integrity; and the ability to inspire confidence with an open, trustworthy, and engaging style.
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