11 days old

VP - Service Strategy & Support - 184246

Florham Park, NJ 07932
  • Job Code
    184246

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.

With significant outside-in and competitive payroll market perspective, this role drives the strategic direction of SBS' overall Service Strategy which includes service models, channels, integrations and processes to achieve best in class client experiences. Serves as the primary liaison to Product Management and Product Development in building and executing our multi-year product roadmap, with the goal to improve self-service, reduce contacts and overall cost to serve. Partners with Service Technology in the identification, procurement and deployment of service technologies and business processes across the SBS Service enterprise. Partners with the Client Experience team to analyze trends and improve key performance indicators relative to answer performance and quality interactions in all service channels to drive client retention. Represents the needs of the field service organizations at the Corporate ADP level and is the key liaison with SBS field, division and corporate executives regarding service related matters. Develops, selects, and motivates a staff of Program Specialists, Program Managers and Sr. Program Managers functioning as User Champions and Executive Sponsors.

In partnership with Field leadership, responsible for the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS' strategic goals regarding forecasting, scheduling, real-time adherence, service levels, service quality and first call resolution. Develops, selects, and motivates director-level and call center analysts who are responsible for the centralized workforce management functions for all regions.

  • Directs the identification, development and implementation of division-wide Service strategies to drive a quality client experience including first call resolution, service levels, client growth, improved productivity and revenue/NOI goals.
  • Executes on strategy through service projects, field service executive direction, service models, technology deployment and service associate development. Identifies ideal field organizational structures, staffing levels and productivity standards for the SBS service organization
  • Develops service offerings to support market needs and revenue strategies, understanding competitive challenges and opportunities.
  • Directs the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS' strategic goals regarding forecasting, scheduling, service levels, service quality, first call resolution and associate training and development.
  • Collaborates with senior field leaders to develop regional workforce management teams to execute strategies to maximize a quality client experience through effective forecasting and scheduling.
  • Uses technology to automate business processes to facilitate achievement of client satisfaction and retention goals.
  • Through SBS Service Business Analysts and Program Specialists, manages existing service technologies and partners with the VP of Service Technology to continuously evaluate more effective call center technologies.
  • Partners with field GM's and VP's to identify opportunities for innovation.
  • Oversees the Service Council function, consisting of key field service management and SBS staff, which facilitates field interaction on critical initiatives.
  • Establishes SBS region-wide performance and operating standards as they relate to client service needs.
  • Manages the partnership with Teledata and Client Experience Executives to determine consistent service strategies. Coordinates prioritization and deployment of feature, product and process releases to ensure alignment between the implementation and service organizations.
  • Communicates strategic importance of a project(s) internally (IT, Service Ops, SBS HQ) and externally (Field) to gain support (funding and buy-in) to ensure success of initiatives and investments.
  • Leverages relationships and collaborates on a regular basis with other functional areas within SBS Corporate to identify client and associate needs, develop and manage financial budgets for investments and performance metrics, support Service related initiatives with other BU's, and assess implementation and sales operational and marketing implications of SBS service. Prepares business cases with ROI justification for investments that may span -$100K to -$10M
  • Collects business intelligence through automation and develops, monitors and distributes performance metrics including balanced scorecards, adherence to service goals and other related metrics. Takes proactive measures to ensure consistent adherence across all regions.
  • Oversees NPS feedback processes and client retention results. Regularly monitors results and develops proactive measures to rectify client dissatisfaction.
  • Ensures consistent rollout and maintenance of business processes and initiatives in accordance with SBS standards. Ensures alignment with SBS strategic objectives.
  • Ensures that all business processes are compliant with numerous regulatory requirements, including Sarbanes-Oxley (SOX).
  • Establishes clearly defined department and individual goals and objectives and communicates these to associates through department and performance planning.
  • Provide performance feedback and conducts regular check-in meetings on all associates.
  • Responsible for hiring and terminating as required.
  • Determine the department's training requirements and ensures timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.

Special Accountability: This role is integral in directing the service strategy for the entire SBS organization which supports. Failure to meet deliverables and drive improvements in the business can have a large impact on the overall financial performance of the business. This role reports to the DVP of Service Operations.

QUALIFICATIONS REQUIRED:
* BA/BS in Business Administration, or the equivalent in education and experience, required.

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: 2019-10-10 Expires: 2019-11-13

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VP - Service Strategy & Support - 184246

ADP
Florham Park, NJ 07932

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