1+ months

Managed Services Coordinator - 6006942608212019

Barcelona, Catalunya 08007
  • Job Code
    6006942608212019

SPA -- Managed Services Coordinator

Job Description:

I. Overview:

ADP is committed to providing World Class Service to all clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates. "Service is not to smile at customers, it's getting customers to smile at you".

Role objective:

As a member of ADP team, this position is in charge of monitoring both the payroll cycle and the delivery of the central services in the recurring stage. It is also responsible for analyzing process related data and deployment as well as production indicators in order to improve the quality of the services delivered and their automation.

II. Responsibilities:

ADP manages its recurring operation through the offering of different services to the clients. Each of these services has specific characteristics and therefore presents different challenges. Central Data Hub is the department in charge of making sure the mentioned services is provided in a smooth and efficient way. This role is part of the Central Data Operations & Managed Service.

ADP´s business model is based on the interaction between several key roles: the local clients (or subsidiaries), the local payroll providers, the clients' Headquarters and ADP itself. The mission of the Central Data MS team is to ensure that these interactions take place in an orderly and timely fashion:

 a) Builds a good relationship at the client's management level by developing a thorough knowledge of their portfolio

b)  Works with all streams on detecting root cause and taking preventing measures

c) Detects and communicates risks

d) Operational oversight of all services delivered, escalation management as SPOC (Single Point of Contact) problem solving and issue resolution

e) Offers comprehensive responses to operational challenges

f) Loops in on final implementation stages as to validate/ensure readiness for T2S

g) Acts as communication bridge between implementation and service teams

h) Guides Services teams to internal alignment and self-sufficiency

i) Spots and enables filling of gaps on current solutions (SOR; COE; Etime, Benefits, CDS, Partners)

j) Improves integration and enables communication between different solutions (i.e.: GSSO -- Etime; GDMS-Etime/Benefits; Etime/Benefits-SPM etc.)

k) Creates internal and external awareness of future official enhancements or releases of ADP products & services

l) Creates, maintains and manages the action log to improve the client experience

m) Advocates clients' needs and the efforts of other business units within the ADP organization that are outside of direct influence. Produces results while acting seamlessly as SPOC to the client.

n)   Acts as primary point for client escalation through resolution/tracking

o)  Coordination with operational and service teams

p)  Leads operational calls with Client and internal teams

q) Responsible for timely and accurate service delivery

r)  Follows-up on issue resolution (tickets raised by Client and internal teams)

s) Responsible for the definition and set up of new specific process for clients transitioned to service

t)  Provides RCA in case of operational issues and implements preventive actions

u) Takes active part in the evolution of the process and tools

v)  Delivers presentations to internal and external executives

w) Submits proactive recommendations on client relationship improvement and internal ADP processes. 

III. Qualifications:        

1.  Experience/Skills: 

  • Experience in payroll production -- setup/implementation experience is a plus.
  • Experience in managing partners/providers quality.
  • Excellent communications skills in client facing contexts
  • Project Management/ Project Coordination experience.
  • Experience in managing external teams working offsite.
  • Initiative & proactivity, analytical and problem solving.
  • Well-organized and methodical. Exquisite attention to detail.
  • International exposure, ability to work in a multinational environment.
  • Perfect command of English language. Additional languages are pluses.
  • Excel, Access. 
 
       2. Education:
  • College degree or equivalent in education or experience.
  • Payroll/HR Training are an advantage. 

IV. Key Interfaces:

  • ADP MNC Support, Network and Operations departments
  • ADP MNC Partners
  • ADP MNC Clients
  • ADP MNC Solution Manager and Field Services
  • ADP MNC Service Relationship Manager.

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.

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Posted: 2019-09-06 Expires: 2019-11-13

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Managed Services Coordinator - 6006942608212019

ADP
Barcelona, Catalunya 08007

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