Director - Client Services - ADP - Etobicoke

Job description
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. Service Delivery at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results.
The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace. Reporting into the Vice-President of Service, the Director of Client Services will provide leadership and guidance to the Team,to ensure delivery of Stellar Service to ADP clients across all market segments. The incumbent is responsible for executing on business direction, operational efficiency, quality standards and retention targets in achieving ADP's vision and goals. Working cohesively with peers in other offices and the local management team, the incumbent will drive both success and expansion through efficiency and quality improvements across all business segments, through growth initiatives to expand the customer base, process and quality improvement, inter-departmental integration as well as associate retention and development. As a Director, plans, directs and conducts the overall operational strategies to ensure efficient and effective delivery of optimal service to the client base. This includes managing internal/external client relations. Responsibilities • Integrating multiple unique teams into a single high performing team by identifying synergies to better support our shared clients; Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication. · Develops and implements policies and procedures that support client service and call monitoring operations. Designs and executes new methodologies and processes to increase quality, operational efficiencies and profit margins. · Manage escalated matters and work with internal and external parties to bring issues to resolution. · Create and report on operational metrics and trends. · Responsible for achieving quality service and ensuring client retention targets are met.· Ensures productivity measurements are achieved. Analyses data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity. · Identifies opportunities to maximize revenue and ensure effective expense management. · Identifies opportunities for better utilization of technology and business process improvement to deliver upon the required business results and ensures successful implementation of appropriate solutions. · Facilitate Year End planning and execution. · Participate in organizational planning to support new clients. · Provide excellent service to clients by delivering on all client expectations. · Work with functional teams to deliver stellar service in accordance with defined service levels. · Foster associates to learn, develop and adapt to constantly changing work environment. . Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps. . Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability. . Lead strategic activities that support stellar service delivery, including hiring, staffing and training strategies . Lead recruiting, development; coaching, mentoring of both leaders and technical specialists . Lead or direct strategic change with service delivery partners throughout all business units to ensure seamless client support.

• Bachelors Degree or 10+ years related business experience • 7 - 10+ years of demonstrated work experience in the management and leadership of a large-scale operation. Work experience in a payroll environment is strongly preferred . • Proven experience working with clients in all ADP market segments; • Strong knowledge of ezLaborManager, HRMS and related processes; a strong knowledge of different technologies is an asset; • Proven track record in team building and leadership, experience integrating different functional groups to work together; • Possess a high degree of expertise in problem solving; • Strong background in business process re-engineering and creating standard measurable processes; • Solid skills in MS Office (Word / Excel/ PowerPoint), as well as CMS, CRM system experience Possessing several of the key components cited below will weigh significantly in the consideration of candidate selection: •Experience in monitoring and improving payroll business processes •Experience in managing service organizations •Experience in payroll accounting and compliance practices and theories related to payroll systems and processes •Experience in service technologies and development of service delivery solutions •Proven attention to detail •Ability to manage multiple activities simultaneously •Ability to manage organizations cross-functionally (matrixed) successfully. •Demonstrated customer service skills • Experience leading a virtual team • Strong Executive level communication skills, both written and verbal • Strategic thinker with an execution focus

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