12 days old

Senior Director Client Services - 6006803606262019

Prague, OK 74864
  • Job Code
    6006803606262019

Senior Director Client Services GlobalView EMEA

The growth of the ADP GlobalView (GV) business requires the establishment of this key position to strengthen senior management in the region. This role will be part of the senior management team within the EMEA region and participate in major decision making forums.

The primary and most important function of this role is to provide strong management and leadership to the 400+ GV Managed Services associates in EMEA.

The mix of technical, operational and client facing roles requires a person with a broad base of commercial and technical experience with a focus on driving results to maximize performance. Our portfolio of more than a hundred large number multinational clients requires excellent client facing skills, the ability to manage expectations and to resolve difficult problems at the local and regional level.
ADP also requires a person with strong experience in Continuous Improvement, developing sustainable and cost effective strategies to support growth in the business, in conjunction with the GV EMEA senior management team. GV is run as a matrix organization with functional heads for sales, implementation, client services, product, application services and service delivery. This position will work closely with these areas to meet sales, revenue, NOI and client satisfaction targets. It is expected that productivity and quality improvement driven by process reengineering, automation, robotics and new technologies will be implemented as part of the continuous improvement program across the region.

ROLE OBJECTIVES

  • Manage GV EMEA Client Services associates to maximize performance, meet KPIs and maintain a high level of associate engagement
  • Build effective teams and a learning organization, ensuring necessary skill growth
  • Accountable for accurate and timely delivery of payroll services to clients allocated to the EMEA team
  • To build trust and maintain strong client relationships with executives and senior ops management within the allocated GV EMEA client base
  • Drive continuous improvement and innovation in the service model, introducing automation, process improvements and new tools to drive productivity and quality of service
  • Work with all key functional areas within GV EMEA (including Sales, Field Services, Account Management, Implementation, Product etc.) on cross functional improvement projects
  • Support the Global View business in developing new sales, increasing revenues and retaining existing clients at all times
  • Drive client satisfaction, manage client expectations and help resolve problems in a timely manner based on Root Cause Analysis and control plans
  • Ensure compliance, quality and appropriate controls, preventing errors from happening
  • Coordinate planning activities for the cost effective growth of GV Client Service developing strategies and executing on the financial targets related to revenue, cost and net operating income

 

PEOPLE MANAGEMENT SKILLS
The position holder is required to:

  • Manage Global View Client Services staff, consistent with ADP employment policies, to create a motivated and efficient team.
  • Build and develop a high performance team which meets/exceeds agreed objectives and business goals.
  • Practice strength based leadership, encouraging co-operation and best practices sharing and empowering teams to act upon their decisions.
  • Create an environment where the focus is clear, the work is challenging and objectives and performance standards are agreed and understood.
  • Establish succession and development plans for high achievers including training and mentoring programs
  • Provide counselling and performance feedback


BUSINESS MANAGEMENT SKILLS:

 

  • Provide accurate business analysis, reflecting a solid understanding of business needs and priorities and develop strategies with the team to meet the Operational Plan
  • Prepare and implement strategies for successfully maintaining or improving the profitability of a client
  • Maximise Global View revenue
  • Challenge established business processes and bring innovation and technology to improve performance
  • Ensure business continuity, optimum staffing levels and skills mix and review/improve efficiencies
  • Ensure compliance, data privacy and process documentation
  • Liaise with senior decision makers and key staff within the client base and provide management with feedback on performance and market opportunities
  • Provide information to the Sales team to assist in the preparation of Sales proposals and assist Sales in winning new business

 

CLIENT SERVICE LEVELS:

 

  • Create a culture of service excellence and meet NPS and all client satisfaction targets
  • Monitors ADP service delivery against Client Service Level Agreements and agreed scope of services
  • Develop strategies focusing on minimising client attrition and maximising client satisfaction
  • Ensure compliance and protect client data privacy
  • Provide executive management with information on client attitudes and needs
  • Analyse root cause of client problems and apply preventive measures to continuously improve the service

 

QUALIFICATIONS & EXPERIENCE
Mandatory:

  • Financial and Business Management experience within a multinational corporate environment
  • Strong leadership / people management skills
  • Client Relationship Management
  • Service delivery within a Service Excellence environment
  • Payroll Industry Operational Experience (recommended)
  • Continuous improvement and quality
  • Experience in driving large projects and organizational changes
  • Project Management, Lean Six Sigma

 

Desirable:

  • EMEA business environment
  • SAP Payroll/HR/ESS experience
  • Degree Qualification

ESSENTIAL COMPETENCIES

  • Strong analytical skills
  • Initiative and self-starter
  • Excellent planning, time management and organising skills
  • Strong people management and communications skills
  • Ability to motivate the team and individuals to maximize performance
  • Broad coverage of business and financial management skills

PERSONAL QUALITIES

  • Motivated
  • Flexible and adaptable
  • Accountable
  • Leadership by example
  • Honest
  • Quick learner

 

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: 2019-08-07 Expires: 2019-09-06

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Senior Director Client Services - 6006803606262019

ADP
Prague, OK 74864

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