24 days old

Service Executive

San Dimas, CA 91773
ADP is hiring a Service Executive. In this critical role, this position will provide the strategic focus of the Employment Tax Service organization to ensure delivery of optimal service and improvement of overall client and associate satisfaction and financial goals. It will also provide overall direction and leadership to Client Service Managers and manages the activities of team members in multiple locations through guidance, direction, development and coaching.
Handles complex, escalated and unresolved client issues. This position will be responsible for driving results through product recommendations, adoption of SmartCompliance, delivering service excellence and maintaining client relationships at the highest levels. They also may serve as backup for the General Manager.
ESSENTIAL RESPONSIBILITIES:
Regional Support: Serves as overall regional account manager of the assigned regional client base as it relates to the delivery of Service while maintaining profitability, including persuading clients of the value of our services, discussing with clients our pricing and invoicing philosophy in a manner designed to retain the client, maintaining the client survey scores at a level established by the region's General Manager, and providing support as needed to the sales process.
Functions as a consultant and business partner to Senior Management internally and to the Client's Executive Management. Responsible for partnering with the Retention Executive and driving client retention numbers up and delivering message to clients and associates regarding the value proposition; creating and executing an account strategy that will help develop a value-based relationship with each client.
Works with a distributed service team, consults with clients and evaluates worksite needs in regards to services and proactively develop, implement, and monitor Service Plans which will directly impact the Human Resources effectiveness of client companies. Actively and consistently communicate with clients and schedules on-site client visits to ensure appropriate utilization of ADP Employment Tax services. As necessary, acts as escalation point person.
Client Relationship Policy Management: Works with BU to develop a field service model, which includes all operating policies, procedures and standards required for the support of ADP's product in the region. Provides continual communication and coordination for functional activities to other department to ensure effective client support. Coordinates with Division enrollment and provides technical support for resolution of issues as they arise.
Collaborates with other regional departments on strategic objectives and coordinates efforts between departments to meet those objectives. Communicates and modifies the strategies and services of the team as business needs change.
Department Leadership: Acts as leader, and role model to Client Relations Executives (CREs) and Sr. CREs. Leads, directs, motivates, coaches, counsels and mentors while providing daily support and direction to the CRE group. Charged with managing more complex client accounts and escalated issues. Leads projects for clients and internally with ADP. Assist CREs with performance planning and associate development. Participates in the review and accountability of client survey results.
Takes a front line role in training all new CREs. Handles personnel duties for Regional Client Service department including the assignment of clients to the appropriate CRE based on geography, complexity, and number of worksite employees, determining staffing needs, making selection recommendations and providing recommendations for salary increases and promotions. Conducts performance evaulations, succession planning and takes corrective action when appropriate.
Prepares, monitors, and maintains client service management information reports, project plans, and budgets.
Regional Strategy: Provides direction, training and coaching on rolling out major regional initiatives including new products and services, and open enrollment. Partners with Regional Senior Management to develop short and long term strategies and assumes responsibility for the implementation of these strategies.

Degree in Business Administration or related field. (or equivalent in education or experience).
Masters Degree in related field preferred
Minimum 8-10 years progressive Management experience in consulting or large corporate environment. Must have experience with multiple larger/ complex clients, dealing with a broad range of HR-related areas at the most Senior levels of organizations.
Strong understanding of Tax practices and laws.
Strong understanding of Tax concept, issues and operations.
Strong client relationship management experience. Experience in running a sizeable organization. Strong business skills and savvy. Strong relationship and presentation skills.
Strong analytical skills.
Strong managerial and motivational skills. Strong communication skills. Ability to manage multiple priorities. Ability to lead other through tough situations.
Knowledge of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required.
Excellent verbal and written communication skills, including presentation skills
Ability to understand complex problem situations and effectively resolve.
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Posted: 2020-10-30 Expires: 2020-12-19

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Service Executive

ADP
San Dimas, CA 91773

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