1+ months

VP - Service Strategy \u0026 Support - 184246

Florham Park, NJ 07932
  • Job Code
\u003Cdiv\u003E \u003Cp style=\u0022margin-bottom: 12.0pt;\u0022\u003EAt 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.\u003Cbr /\u003E\u003Cbr /\u003E\u003C/p\u003E \u003Cp style=\u0022margin-bottom: 12.0pt;\u0022\u003EWith significant outside-in and competitive payroll market perspective, this role drives the strategic direction of SBS\u0027 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. \u003C/p\u003E \u003Cp style=\u0022margin-bottom: 9.0pt;text-align: justify;\u0022\u003EIn partnership with Field leadership, responsible for the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS\u0027 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. \u003C/p\u003E \u003Cul\u003E \u003Cli style=\u0022color: black;\u0022\u003EDirects 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.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EExecutes 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\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EDevelops service offerings to support market needs and revenue strategies, understanding competitive challenges and opportunities.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EDirects the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS\u0027 strategic goals regarding forecasting, scheduling, service levels, service quality, first call resolution and associate training and development.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003ECollaborates with senior field leaders to develop regional workforce management teams to execute strategies to maximize a quality client experience through effective forecasting and scheduling.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EUses technology to automate business processes to facilitate achievement of client satisfaction and retention goals.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EThrough 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.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EPartners with field GM\u0027s and VP\u0027s to identify opportunities for innovation.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EOversees the Service Council function, consisting of key field service management and SBS staff, which facilitates field interaction on critical initiatives.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EEstablishes SBS region-wide performance and operating standards as they relate to client service needs.\u003C/li\u003E \u003Cli style=\u0022color: black;\u0022\u003EManages 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.\u003C/li\u003E \u003Cli\u003ECommunicates 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.\u003C/li\u003E \u003Cli\u003ELeverages 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\u0027s, 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\u003C/li\u003E \u003Cli\u003ECollects 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.\u003C/li\u003E \u003Cli\u003EOversees NPS feedback processes and client retention results. Regularly monitors results and develops proactive measures to rectify client dissatisfaction. \u003C/li\u003E \u003Cli\u003EEnsures consistent rollout and maintenance of business processes and initiatives in accordance with SBS standards. Ensures alignment with SBS strategic objectives.\u003C/li\u003E \u003Cli\u003EEnsures that all business processes are compliant with numerous regulatory requirements, including Sarbanes-Oxley (SOX).\u003C/li\u003E \u003Cli\u003EEstablishes clearly defined department and individual goals and objectives and communicates these to associates through department and performance planning.\u003C/li\u003E \u003Cli\u003EProvide performance feedback and conducts regular check-in meetings on all associates.\u003C/li\u003E \u003Cli\u003EResponsible for hiring and terminating as required.\u003C/li\u003E \u003Cli\u003EDetermine the department\u0027s training requirements and ensures timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003ESpecial Accountability:\u003C/strong\u003E 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.\u003C/p\u003E \u003C/div\u003E \u003CP\u003E\u003Cdiv\u003EQUALIFICATIONS REQUIRED:\u003Cbr /\u003E* BA/BS in Business Administration, or the equivalent in education and experience, required.\u003C/div\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt 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.\u003C/P\u003E


Posted: 2019-10-10 Expires: 2019-12-12

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VP - Service Strategy \u0026 Support - 184246

Florham Park, NJ 07932

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