22 days old

Director, COS SBS Client Service

Halifax, NS B3A

DIVISION PROFILE:

ADP Human Resources Outsourcing (HRO is a Canada-wide Service model, targeted to small, medium and large organizations and cross boarder). By combing ADP Managed Services offerings into one single bundle.

POSITION SUMMARY:

Reporting to the Vice President, HRO, the incumbent is responsible for business direction, strategic oversight, processes/efficiency, quality standards, budget and retention targets in achieving ADP's vision and goals. The Director, COS SBS, has overall responsibility for leading the HRO COS SBS division. The Director, SBS COS is responsible for executing the strategic plan, and directs/conducts the overall operational strategies to ensure efficient and effective delivery of optimal service to the client base via SBS COS leaders and teams. Working cohesively with peers in other offices and the local management team, the incumbent will drive both success and expansion through efficiency and quality improvements across all business segments, through growth initiatives to expand the customer base, process and quality improvement, inter-departmental integration as well as associate retention and development. As a Director, plans, directs and conducts the overall operational strategies to ensure efficient and effective delivery of optimal service to the client base. This includes managing internal/external client relations.


The primary functions consist of the following:

  • Develops and implements policies and procedures that support client service and call monitoring operations. Designs and executes new methodologies and processes to increase quality, operational efficiencies and profit margins
  • Build relationships with customers
  • Drive strategic scaling initiatives to improve the customer experience and increase efficiency
  • Achieve high customer satisfaction
  • Manage escalated matters and work with internal and external parties to bring issues to resolution
  • Create and report on operational metrics and trends
  • Responsible for achieving quality service and ensuring client retention targets are met
  • Ensures productivity measurements are achieved. Analyses data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity.
  • Identifies opportunities to maximize revenue and ensure effective expense management
  • Identifies opportunities for better utilization of technology and business process improvement to deliver upon the required business results and ensures successful implementation of appropriate solutions.
  • Facilitate Year End planning and execution.
  • Participate in organizational planning to support new clients.
  • Work with functional teams to deliver stellar service in accordance with defined service levels.
  • Foster associates to learn, develop and adapt to constantly changing work environment.
  • Solid skills in MS Office (Word / Excel/ PowerPoint), as well as CMS, CRM system experience.
  • Experience in managing service organizations.
  • Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps.
  • Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability.
  • Lead strategic activities that support stellar service delivery, including hiring, staffing and training strategies
  • Lead recruiting, development; coaching, mentoring of both leaders and technical specialists
  • Lead or direct strategic change with service delivery partners throughout all business units to ensure seamless client support.

RESPONSIBILITIES

Market Leadership

  • Ensure via SBS COS leaders, the provision of excellent service to clients by delivering on all client expectations
  • Work with functional teams to deliver service in accordance with defined service levels
  • Facilitate frequent client communications. Manage escalated matters and work with internal and external parties to bring issues to resolution
  • Manage client SLAs and internal targets to ensure metrics are achieved and any fees at risk and credits are minimized
  • Manage client relationships by working closely with the Relationship Managers, to ensure strategic matters are addressed and resolved in a timely manner
  • Responsible for achieving NPS, internal quality, and client retention targets
  • Participate in organizational planning to support new clients, and ensure organizational protocols and preparedness is in place to support rapid growth while fostering strong client and associate engagement/satisfaction and retention
  • Ensures the payroll process and HR services upholds compliance and regulatory requirements Provide excellent service to clients by delivering on all client expectations
  • Demonstrate interest and ability to think beyond just payroll, and help foster a more holistic view of a client's experience with ADP across the HR/HCM arena

People Leadership

  • Foster leaders and associates to learn, develop and adapt to constantly changing work environment and lead by example through the ADP Values
  • Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication
  • Lead strategic activities that support stellar service delivery, including hiring, staffing and training strategies for leadership and associates
  • Lead recruiting, development, coaching, mentoring core team and payroll leadership and associate professionals

Business Leadership

  • Recommends and executes new methodologies and processes to increase quality, operational efficiencies, associate productivity and profit margins Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication
  • Create and report on operational metrics and trends
  • Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability
  • Ensures productivity measurements are achieved. Analyze data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity
  • Identifies opportunities to maximize revenue and ensure effective expense management
  • Identifies opportunities for better utilization of technology and business process improvement to deliver upon the required business results and ensures successful implementation of appropriate solutions
  • Facilitate Year End planning and execution in accordance with Shared Services team direction
  • Develops, delivers and actively leads on SBS COS global shoring strategy
  • Delivers and executes with excellence ORA (Ownership / Responsiveness / Accuracy) culture

EDUCATION and/or EXPERIENCE:

Bachelor's Degree in Business Administration, Finance or Accounting or the equivalent in education and experience, or Masters of Business Administration preferred.
10 - 12+ years of demonstrated work experience in the management and leadership of a large-scale operation. Work experience in a payroll environment is strongly preferred.
PCP, CPM and/or in-depth knowledge of ADP services would be helpful.

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 and other business processes
  • Extensive experience in managing service organizations at a senior level
  • Extensive experience in payroll accounting and compliance practices and theories related to payroll systems and processes
  • Development and execution of a service strategy
  • Experience in service technologies and development of service delivery solutions
  • Proven attention to detail
  • Ability to manage multiple activities/functions simultaneously
  • Ability to manage organizations cross-functionally (matrixed) successfully.
  • Demonstrated superior customer service skills
  • Strong analytical skills (driven by data)

LEADERSHIP EXPECTATIONS:

Business Leadership: Creates and articulates a vision to inspire others to action

  • Strategy and Planning
  • Results Accountability
  • Financial Management

People Leadership: Drives a performance-based culture that engages associates to achieve excellence

  • Impactful Communication
  • Building Leadership Talent
  • Relationship Building
  • Developing followership

Market Leadership: Leverages changes in the external world as catalysts for growth

  • Client Focus
  • Outside-in perspective
  • Bias for Growth

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Categories

Posted: 2020-09-30 Expires: 2020-10-30

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Director, COS SBS Client Service

ADP
Halifax, NS B3A

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