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Director, Client Service (Payroll Services)


Tempe, AZ
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Job Details

Company ADP USA

Job Title: Director, Client Service (Payroll Services)

JobID: 5000194063606

Location: Tempe, AZ, 85282, USA

ADP is hiring a Director - Client Service. Responsible for strategic performance leadership, client retention and satisfaction, business operations and cost management, associate performance management and business transformation of service delivery organization and functions. Partners with clients to ensure payroll and/or HR requirements are met, which includes ongoing client contact, service delivery and collaboration. Oversee new account implementations and client conversion activities. 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. Coordinates a seamless integrated service delivery approach by all ADP departments serving clients. Provides coaching, mentorship and guides associate career development. Implements the necessary procedures and changes to comply with corporate and governmental agency policy and regulations relating to payroll. Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results. Responsible for supporting business growth to manage a combination of direct expense or expense through ADP support organizations of $48-$75 million. Responsible for managing organizations up to 40+ staff members in size, servicing 10 -- 12 clients. 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. 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. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


* Creating an environment that supports the:
* Vision and Corporate Direction
* Goals, Purpose and Mission
* Corporate Values; Cultural Practices and Principles
* Transformation and Change Leadership
* Planning and Initiative Coordination
* Cost Reductions
* Increased Operating Efficiencies
* Increased Operating Performance
* Increased Reliability and Accuracy
* Improved Cycle Time
* Improved Operating Margins
* Compliance with Complex Regulatory Requirements
* Customer Agreements that are Met or Exceeded
* Internal Proficiency Analysis.
* Workforce Qualification and Certification Strategies.
* Training and Development Strategies
* Retention Strategies
* Job Structure and Organizational Layout
* Competency Models
* Compensation, Reward, and Pay for Performance Systems
* Career and Succession Planning
* Strategic Planning
* Budgeting
* Forecasting
* Cost and Profitability Analysis
* Scorecard/Dashboard
* Managing client relationships at the tactical/operational level and working with Relationship Management to satisfy and retain client accounts that could be valued at $10M or more. Directly oversees the service delivery of payroll administration services (outsourced payroll department activities) and the coordination of all other lines of business sold by ADP to service clients, such as Time and Labor Management, Benefits Call Center and Admin Services, etc. Ensure Service Level Agreements between ADP and clients are met.
* Developing clear client retention strategies that support and provide stellar customer service, builds highly effective customer relationships with both internal and external partners and holds direct reports accountable for service deployment and client relationship management.
* Leads and fosters relationships with other ADP organizations to cross-functionally coordinate and build and integrated seamless service model across groups supporting ADP clients. This calls for development and deployment of common service practices across departments.
* Identifying and implementing best practices; establishing, restricting and reengineering processes; and improving the service model so that clients, vendors, and associates are served more efficiently. Effective management of direct reports in delivering this strategic plan will produce:
* Providing solutions that will align people and action to maximize business performance. This will be accomplished by collaborating with direct reports in the development and delivery of:
* Decreasing the cost of managing human capital by delivering considerable cost reductions and improved service delivery. This will be accomplished by collaborating with direct repots in developing and delivering:

* Bachelor's Degree in Business Administration, Finance or Accounting or the equivalent in education and experience. 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. Advanced studies in Human Resources, Organizational Development, Business Administration or related fields and FPC, CPP, CEBS, SPHR, PHR, CPA designations desirable In-depth knowledge of ADP services, Enterprise Payroll and/or AutoPay is valuable.
* 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.
* 20-25% travel #LISERVICE

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