Service Executive - SBS Strategy (Small Business Services)

ADP is hiring a Service Executive, SBS Strategy (Small Business Services).

In this role as Service Executive, SBS Strategy, you will report to the VP of Service Operations and be responsible for the identification, development and execution of Service-related strategies and initiatives that are aligned to the achievement of SBS strategic goals for growing the business, lowering cost of service, and improving the business operations.

You will be responsible for the organizational readiness and successful adoption of service technologies, business processes and operating metrics across the SBS service enterprise. Represent the needs of field service operations at the Corporate ADP level and is the key liaison with SBS field, Division and Corporate executives regarding service matters.

As the Service Executive, you will also drive business efforts to address emerging market demands and changing product strategies to achieve competitive success. Develop, select, and motivates a highly effective staff of Business Analysts, Program Specialists, Program Managers, and Workforce Management Professionals functioning as User Champions and Executive Sponsors.

We can't forget that you will have strong facilitative leadership skills, change management, business/finance, process analysis, project management, and statistical analysis experience which is essential to success.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

What you can expect on a typical day:

• Directs the identification, development, and implementation of division-wide Service strategies to drive a quality client experience including first call resolution, service levels, client growth, improved productivity, and revenue/NOI goals.

• Executes on strategy through service projects, field service executive direction, service models, technology deployment and service associate development. Identifies ideal field organizational structures, staffing levels and productivity standards for the SBS service organization

• Develops service offerings to support market needs and revenue strategies, understanding competitive challenges and opportunities.

• Directs the development, implementation, and execution of business unit-wide workforce management strategies to achieve SBS' strategic goals regarding forecasting, scheduling, service levels, service quality, first call resolution and associate training and development.

• Collaborates with senior field leaders to develop regional workforce management teams to execute strategies to maximize a quality client experience through effective forecasting and scheduling.

• Uses technology to automate business processes to facilitate achievement of client satisfaction and retention goals.

• Partners with field GM's and Service Leaders to identify opportunities for innovation.

• Oversees the Service Council function, consisting of key field service management and SBS staff, which facilitates field interaction on critical initiatives.

• Establishes SBS region-wide performance and operating standards as they relate to client service needs.

• Manages the partnership with Teledata and Client Experience Executives to determine consistent service strategies. Coordinates prioritization and deployment of feature, product, and process releases to ensure alignment between the implementation and service organizations.

• Communicates strategic importance of a project(s) internally (IT, Service Ops, SBS HQ) and externally (Field) to gain support (funding and buy-in) to ensure success of initiatives and investments.

• Leverages relationships and collaborates on a regular basis with other functional areas within SBS Corporate to identify client and associate needs, develop and manage financial budgets for investments and performance metrics, support Service-related initiatives with other BU's, and assess implementation and sales operational and marketing implications of SBS service. Prepares business cases with ROI justification for investments that may span -$100K to -$10M

• Collects business intelligence through automation and develops, monitors, and distributes performance metrics including balanced scorecards, adherence to service goals and other related metrics. Takes proactive measures to ensure consistent adherence across all regions.

• Ensures consistent rollout and maintenance of business processes and initiatives in accordance with SBS standards. Ensures alignment with SBS strategic objectives.

• Ensures that all business processes are compliant with numerous regulatory requirements, including Sarbanes-Oxley (SOX).

• Establishes clearly defined department and individual goals and objectives and communicates these to associates through department and performance planning.

• Provide performance feedback and conducts regular check-in meetings on all associates.

• Responsible for hiring and terminating as required.

• Determine the department's training requirements and ensures timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.

Special Accountability: This role is integral in directing the service strategy for the entire SBS organization which supports approximately $2 Billion in ADP revenue, 150,000 new client sales annually, 850,000 existing clients, and 3,000 associates. Failure to meet deliverables and drive improvements in the business can have a large impact on the overall financial performance of the business.

TO SUCCEED IN THIS ROLE:

• This position will sit in Florham Park, NJ

• 10 years' experience in a client service or implementation organization with at least 5 years of leader of leader experience

• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders

• Proven ability and experience to develop and executive strategic business strategies

• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success

PRFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

BONUS POINTS FOR THESE:

• Ability to influence at all levels within a large matrixed organization

• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives

• Ability to clearly communicate strategy across a variety of audiences

• Ability to anticipate and adapt to changing conditions and opportunities

• Intellectually Curious

• Disruptor who questions status quo

• Coach and Mentor

• Highly analytical with the ability to tell the story based on the data and analytics

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.

• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.

• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.

• Continuously learn.Ongoing training, development, and mentorship opportunities for even the most insatiable learner.

• Be your healthiest.Best-in-class benefits start on Day 1 because healthy associates are happy ones.

• Balance work and life.Resources and flexibility to more easily integrate your work and your life.

• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.

• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.

• Get paid to pay it forward.Company-paid time off for volunteering for causes you care about.

What are you waiting for? Apply today!

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 ADP's culture and our full set of values.