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VP - Client Services - Comprehensive Outsourcing Solutions

ADP


Location:
Tempe, AZ
Date:
09/01/2017
2017-09-012017-09-30
Job Code:
142019
ADP
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Job Details

JobId: 142019
Job Title: VP - Client Services - Comprehensive Outsourcing Solutions
Location: Tempe, AZ
Category: Client Service
Employment: Full-Time
Open Date: 2017-08-24T06:07:47Z Close Date: 2022-08-23T00:00:00Z

Description:

ADP is hiring a Vice President of Client Services. This role reports to the DVP/GM of ADP's Comprehensive Outsourcing Services Division.

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.

The VP of Client Services has overall responsibility for leading the operations of the shared services function responsible for Interface Management, Garnishments, Manual Checks, Banking, Research & Resolution, and Print/Distribution. Interface Management includes the complete end to end management of all mass data exchanges between ADP, clients, and their vendors. Garnishments will lead processing of wage withholding orders inclusive of providing notifications to employee and agencies. With ownership of Manual Checks this position will ensure timely and accurate transactions takes place. Banking will lead stop-payments, voids, reversals, re-issuances, unclaimed wage processing, and applicable tax adjustments. Research and Resolution/ Inquiry Management will function as a Tier 2 organization in partnering with MPS teams to resolve complex and detailed problems. Print/Distribution will lead the scanning, indexing, imaging, and printing of Payroll, HR, Garnishments, and other documents in support of client teams. In addition, this role will be responsible for leveraging the talent of the internal Business Analyst team to optimize Shared Services processes and support the Implementation and Service teams when servicing clients. Works with all facets of COS and NAS to include Payroll Administration, Payroll Service Centers, Shared Services, Payroll Operations, Implementation, Relationship Management, Finance and Human Resources.


  • Defines leads and executes strategy in each functional area of shared services to include defining structure, enhancing processes and improving existing model. Emphasis on the transformation of COS, through operational support.
  • Leads the implementation of Shared Service technology and processes to existing system or new system to compliment the service standard or monitor/measure service and client contact performance. Responsible for driving technology, process, and service linked to Shared Services in support of COS clients.
  • Takes on responsibility for all Shared Services technology touch points to include CRM, Interface, Hosting and other tools or influences that can greatly affect the efficiencies and profitability of COS.
  • Ensures continuous improvement initiatives are developed to enhance or shore up process and procedures throughout the business, serving as a model for partner groups.
  • Conducts regular meetings with COS Executives, Directors, Strategic Client Partners, Client Account Executives, and pertinent stakeholders to evaluate initiative status, rollout new initiatives and/or to evaluate and develop service strategies for the COS.
  • Works closely with business partners outside of COS to monitor and manage the inclusion of COS requirements into tools, quality standards, technology, centralized shared services (e.g., COEs) training and/or reporting developed and managed by these entities.
  • Oversees the development and maintenance of COS service procedures, standards and tools for use in client contact service delivery, following standard business requirements procedures.
  • Manages funded and unfunded projects to available resources (FTE's and Expense) through effective project management and control including project plans, regular status and condition reporting and escalation.
  • Recognizes the changes in service trends (implementation, training, client interaction) highlighted by market trends, competitive positioning, economic conditions, client feedback, ADP and NAS strategies and directs process changes and/or new initiatives in service delivery.
  • Responds to critical client or prospect situations upon request of the GMs / DVP's including participation in pre-sales or client service calls.
  • Prepares regular divisional performance measurement reporting, evaluates results against goals and instigates corrective action through COS management where determined necessary.
  • Prepares and delivers comprehensive initiative presentations for senior management, focusing on scope, timeline, expense and overall ROI.
  • Proactively manages staff development including individual team goals, coaching and counseling, training programs, mentoring, career and succession planning.
  • Financial management of the throughout the Fiscal Year. This includes managing budgets, administer/monitor accounting processing including forecasting, expense reports, billing credit processing. Ongoing labor allocation and expense analysis and forecasting. Annual budget preparation for new fiscal years to compliment initiatives.

QUALIFICATIONS

Education:

  • Bachelor's Degree in Business Administration or other related field and the resultant knowledge and experience.
  • At least, 2 years of experience operating at a VP level managing a large team on varying levels.
  • Experience leading global, technical, and services oriented teams.


Experience:

  • Accreditation from appropriate organizations would be a plus as well as the following experience:
  • Demonstrated success at leadership of a large professional staff.
  • Demonstrated success at recruiting, hiring and retaining a highly marketable and competitive staff, both on share and off shore.
  • Proven ability to mentor, coach and counsel associates to build a high performing team.
  • Demonstrated success in developing bench-strength and identifying successors.
  • Experience with developing and managing to a department expense budget.
  • Experience in a technical environment; comprehensive understanding of competitive advantages and disadvantages.
  • Experience in managing relationships / partnerships with clients and third parties.
  • Experience with a highly motivated and dynamic sales organization.
  • Experience in developing and/or re-engineering process and tools for the delivery of various client service models.
  • Experience in working with a variety of office automation tools, call/service center best practices and technology.

The following experience would be beneficial:

  • Extensive understanding of ADP and National Accounts infrastructure.
  • Extensive understanding of ADP's traditional and new products and services in business processing outsourcing.

Skills:

  • Service Oriented: Understands the perspective of the client and takes action(s) to integrate the client's needs with the products and strategic direction of ADP; builds a relationship of trust and respect with the clients, both internal and external. Role model for being proactive with improvements and service oriented mindset.
  • Industry Knowledge: Applies the understanding of industry terminology, process flow and structure to problem solving and communications.

Decision Making:

  • Makes decisions in a timely manner, after reviewing available information and alternatives. Sees beyond immediate effects when making a decision.
  • Organizational Savvy: Maintains a good rapport with all departments within ADP; knows the people and resources that can provide assistance and appropriately escalates issues.

People Management:

  • Adapts management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize department results


LIEXEC

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the \"Most Admired Companies\" by FORTUNE® Magazine, and recognized by Forbes® as one of \"The World's Most Innovative Companies,\" ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.


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, non-job related physical or mental disability, 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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