Sr. Director Support Services

ESSENTIAL RESPONSIBILITIES

• Strategizes on the delivery of exceptional HCM and payroll services, revenue generating client specific projects, internal change management and 3rd level technical assistance for the service centers.
• Manages all the 3rd level technical support for Autopay, Quarter System and internal service tools.
• Works directly with DVP/GM of Upmarket and Core segments to offer strategic services to our accounts (external)
• Assists clients in auditing their internal processes and making strategic/ consultative recommendations to our clients on workflow and technology changes to keep pace with industry best practices. Ensures that ADP systems are fully optimized by our clients.
• Defines service fees to generate appropriate revenue growth and increased client satisfaction and retention
• Responsible for developing a strong ADP brand image through the client services provided by the team
• Responsible for setting and communicating productivity standards, NPS and transaction goals as well as increasing revenue through billable hours.
• Responsible for all product and statutory rollouts, client communications and internal communications for Core and Upmarket segments
• Acts as escalation point for specific clients/critical situations requiring oversight, coordination and project management
• Organizes and directs YE activities for Core and Upmarket segments
• Collaborates with Finance Executive to ensure financial targets are achieved.
• Collaborates and leads initiatives for process and procedure improvements for Service Center/Major Accounts
• Champion Major Account wide change management
• Coordinates and facilitates ADP Pro user conferences including providing resources and agenda development
• Acts as liaison with BES/Field Services on critical content and execution of strategic initiatives – Champion Business Continuity planning and execution for Service Center
• Collaborates with TCOE, Implementation, Specialty Services and Operations to insure a seamless end to end experience for clients and associates
• Provides leadership for Project Services Manager, Spin off/Transfer Manager and direct management of Project Leaders in the Service Center

QUALIFICATIONS

-Education: Bachelors Degree in Accounting or Business Administration required or equivalent in education and experience. MBA or MIS preferred.

-Experience: 8-12 years of directly related experience in a client service or implementation environment with at least 5 years of direct leadership or managerial experience. Prior service center management is preferred.

-Generic Skills: Organizational savvy, people management, judgment, probing and analysis, strategic planning and presentation skills.

Req Number: 168778