1+ months

Dir Client Svc & Prod Support

El Paso, TX 79901
As a Service Delivery Director, serve at the operational oversight level providing oversight and management of contracted deliverables and as a subject matter expert on service delivery excellence. This includes managing internal/external client relations. This position has line management responsibility for payroll service delivery team(s) and matrix management accountability for other functional areas that are providing service to clients this role is responsible for. Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication. Manage the continuous improvement process of increased quality, operational efficiencies and profit margins by proactive monthly review of financials and metrics. Manage client SLAs to ensure metrics are achieved and fees at risk are minimized. Facilitate frequent client communications. Manage escalated matters and work with internal and external parties to bring issues to resolution. Manage strategic client relationships by working closely with the Relationship Manager to ensure strategic matters are addressed and resolved in a timely manner. Create and report on operational metrics and trends. Prepare, facilitate and conduct monthly and quarterly review session with clients to review performance metrics, trending and project updates. Participate in global operational initiatives that benefit the general health of the business operations. Facilitate Year End planning and execution. Participate in organizational planning to support new clients.

1. Provide excellent service to clients by delivering on all client expectations
2. Researching and responding to escalations
3. Producing and delivering monthly and quarterly reports
4. Manage continuous improvement process
5. Work with functional teams to deliver service in accordance with defined service levels
6. Manage third party vendor relationships
7. Foster associates to learn, develop and adapt to constantly changing work environment
8. Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
9. Validate new or revised processes
10. Ensure audit and accounting processes are followed
11. Forecast operational needs based on past/future trending
12. Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability
Managing clients over 50,000 employees in size and / or with greater solution complexity (complexity to be determined on a case by case basis by management of the function this role is part of).
Service Delivery Director will be responsible for client reference-ability at the service delivery level of the client relationship. This roles has matrix accountability for ensuring other ADP organizations (including but not limited to Benefits, TLM, and the Employee Service Center) that support this client do so according to expectations and service levels. Service Delivery Manager will ensure each payroll processing cycle is signed-off by the Payroll Manager. Service Delivery Manager is accountable for any errors that create contractual or statutory liability including, but not limited to, meeting specific terms of service level agreements, compliance with client union requirements, and tax filing amendments with resulting penalty and interest assessments.
  • Bachelor's Degree in Business Administration, Finance or Accounting or the equivalent in education and experience.
  • A minimum of 4-7 years of demonstrated work experience in the management and leadership of a large-scale operation with 3-5 direct reports serving 10,000+ employees.
  • Work experience in a payroll environment is strongly preferred. CPP and/or in-depth knowledge of ADP services, Enterprise Payroll and/or AutoPay would be helpful.
  • Must be able to work well in a high demand, fast paced environment.
  • Must possess excellent organizational and time management skills for managing multiple projects and priorities. Must possess excellent communication, presentation, negotiation and facilitation skills and recognized organizational savvy.

MBA is preferred

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.



  • Other
Posted: 2021-07-27 Expires: 2021-10-17
Sponsored by:
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Dir Client Svc & Prod Support

El Paso, TX 79901

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