http://jobs.adp.com/atlanta/client-services/jobid5226166-service-delivery-director-employee-solutions-jobs
Requisition #: 73324
Job Title: Service Delivery Director Employee Solutions
Country: United States
State: Georgia
City: Augusta
Employment Status: Full Time
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 Major Accounts Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. 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.
Client support at ADP: It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
BASIC FUNCTION:
As a Service Delivery Director, serve at the operational oversight level providing oversight and management of contracted deliverables and as a subject matter expert on service delivery excellence. This includes managing internal/external client relations. This position has line management responsibility for Employee Service Teams and matrix management accountability for other functional areas that are providing service to clients this role is responsible for. Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication. Manage the continuous improvement process of increased quality, operational efficiencies and profit margins by proactive monthly review of financials and metrics. Manage client SLAs to ensure metrics are achieved. Facilitate frequent communications to the teams and broader organization as appropriate. 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 sessions with teams to review performance metrics, trending and project updates. Participate in global operational initiatives that benefit the general health of the business operations. Supporting teams located in the US and Manila. Facilitate Year End planning and execution. Participate in organizational planning to support new clients.
GENERAL RESPONSIBILITIES:
1. Provide excellent service to clients by delivering on all client expectations
2. Researching and responding to escalations
3. Producing and delivering monthly and quarterly reports
4. Manage continuous improvement process
5. Work with functional teams to deliver service in accordance with defined service levels
6. Manage third party vendor relationships
7. Foster associates to learn, develop and adapt to constantly changing work environment
8. Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
9. Validate new or revised processes
10. Forecast operational needs based on past/future trending
11. Review metrics throughout the month with Managers and Team (those managed directly and via matrix) to proactively manage trends and accountability
12. Ability to travel in support of organizational needs within US and outside
REPORTING RELATIONSHIPS - Supervisor: VP Comprehensive Services Supervision Received: Limited directionSupervisory Authority: Directly supervises the service managers in Comprehensive Services
Experience, Skills, Academic:Insightful expertise is a core value at ADP. In Major Accounts Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. 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.
Client support at ADP: It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
BASIC FUNCTION:
As a Service Delivery Director, serve at the operational oversight level providing oversight and management of contracted deliverables and as a subject matter expert on service delivery excellence. This includes managing internal/external client relations. This position has line management responsibility for Employee Service Teams and matrix management accountability for other functional areas that are providing service to clients this role is responsible for. Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication. Manage the continuous improvement process of increased quality, operational efficiencies and profit margins by proactive monthly review of financials and metrics. Manage client SLAs to ensure metrics are achieved. Facilitate frequent communications to the teams and broader organization as appropriate. 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 sessions with teams to review performance metrics, trending and project updates. Participate in global operational initiatives that benefit the general health of the business operations. Supporting teams located in the US and Manila. Facilitate Year End planning and execution. Participate in organizational planning to support new clients.
GENERAL RESPONSIBILITIES:
1. Provide excellent service to clients by delivering on all client expectations
2. Researching and responding to escalations
3. Producing and delivering monthly and quarterly reports
4. Manage continuous improvement process
5. Work with functional teams to deliver service in accordance with defined service levels
6. Manage third party vendor relationships
7. Foster associates to learn, develop and adapt to constantly changing work environment
8. Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
9. Validate new or revised processes
10. Forecast operational needs based on past/future trending
11. Review metrics throughout the month with Managers and Team (those managed directly and via matrix) to proactively manage trends and accountability
12. Ability to travel in support of organizational needs within US and outside
REPORTING RELATIONSHIPS - Supervisor: VP Comprehensive Services Supervision Received: Limited directionSupervisory Authority: Directly supervises the service managers in Comprehensive Services
EDUCATION and/or EXPERIENCE:
- Bachelor's Degree in Business Administration, Finance or Accounting or the equivalent in education and experience.
- A minimum of 4 years of demonstrated work experience in the management and leadership of a multiple service teams.
- Work experience in a HR, benefits and/or payroll environment is strongly preferred. In-depth knowledge of ADP services, platforms and other technologies is preferred.
- 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.
COMPETENCIES:
Leading Others:
- Motivating Others: Enhances other's commitment to their work.
- Fostering Teamwork: Gets groups to learn to work together cooperatively.
- Promotes collaboration and removes obstacles to teamwork across the organization.
- Empowering Others: Conveys confidence in employee's ability to be successful, allowing employees freedom to decide how they will accomplish their goals and resolve issues.
- Technical Knowledge: Applies knowledge of product and service components, internal systems and contemporary technology to achieve the best solution to meet client, department and organizational goals.
Communicating and influencing:
- Attention to Communication: Ensures that information is passed onto others who should be kept informed.
- Persuasive Communication: Plans and delivers oral and written communications that have an impact and are persuasive with their intended audiences.
- Building Collaborative Relationships: Develops and maintains partnership with others.
- Customer Orientation: Demonstrates concern for satisfying one's external and/or internal customers.
- Influencing Others: Gains other's support for ideas, proposals, projects and solutions.
- Relationship Building: Builds alliances with and communication bridges to other units and external partners. Respects and appreciates individual differences in perspectives and backgrounds.
Achieving Results:
- Risk Taking: Demonstrates a willingness to offer innovative solutions and make tough decisions to further develop and enhance existing processes and procedures and to ensure client satisfaction and department efficiencies.
- Initiative: Identifies what needs to be done and does it before being asked to or required by the situation.
- Fostering Innovation: Develops, sponsors or supports the introduction of new and improved methods, products, procedures or technologies.
- Results Orientation: Focuses on the desired end result of one's own or the unit's work; sets challenging goals, focuses effort on the goals and meets or exceeds them.
- Decisiveness: Makes difficult decisions in a timely manner.
- Thoroughness: Ensures that one's own and other's work and information are complete and accurate; carefully prepares for meetings and presentations, follows up with others to ensure that agreements and commitments have been fulfilled.
- Budget Management: Creates and manages a budget in order to accomplish business objectives.
- Quality Focus: Consistently strives to improve the way tasks and activities are accomplished meeting quality objectives.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years ofexperience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.
Job Category: Client Service- Bachelor's Degree in Business Administration, Finance or Accounting or the equivalent in education and experience.
- A minimum of 4 years of demonstrated work experience in the management and leadership of a multiple service teams.
- Work experience in a HR, benefits and/or payroll environment is strongly preferred. In-depth knowledge of ADP services, platforms and other technologies is preferred.
- 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.
COMPETENCIES:
Leading Others:
- Motivating Others: Enhances other's commitment to their work.
- Fostering Teamwork: Gets groups to learn to work together cooperatively.
- Promotes collaboration and removes obstacles to teamwork across the organization.
- Empowering Others: Conveys confidence in employee's ability to be successful, allowing employees freedom to decide how they will accomplish their goals and resolve issues.
- Technical Knowledge: Applies knowledge of product and service components, internal systems and contemporary technology to achieve the best solution to meet client, department and organizational goals.
Communicating and influencing:
- Attention to Communication: Ensures that information is passed onto others who should be kept informed.
- Persuasive Communication: Plans and delivers oral and written communications that have an impact and are persuasive with their intended audiences.
- Building Collaborative Relationships: Develops and maintains partnership with others.
- Customer Orientation: Demonstrates concern for satisfying one's external and/or internal customers.
- Influencing Others: Gains other's support for ideas, proposals, projects and solutions.
- Relationship Building: Builds alliances with and communication bridges to other units and external partners. Respects and appreciates individual differences in perspectives and backgrounds.
Achieving Results:
- Risk Taking: Demonstrates a willingness to offer innovative solutions and make tough decisions to further develop and enhance existing processes and procedures and to ensure client satisfaction and department efficiencies.
- Initiative: Identifies what needs to be done and does it before being asked to or required by the situation.
- Fostering Innovation: Develops, sponsors or supports the introduction of new and improved methods, products, procedures or technologies.
- Results Orientation: Focuses on the desired end result of one's own or the unit's work; sets challenging goals, focuses effort on the goals and meets or exceeds them.
- Decisiveness: Makes difficult decisions in a timely manner.
- Thoroughness: Ensures that one's own and other's work and information are complete and accurate; carefully prepares for meetings and presentations, follows up with others to ensure that agreements and commitments have been fulfilled.
- Budget Management: Creates and manages a budget in order to accomplish business objectives.
- Quality Focus: Consistently strives to improve the way tasks and activities are accomplished meeting quality objectives.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years ofexperience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.
Area of Interest: Customer Service / Support
Locations: United States, Augusta, GA
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