ADP is hiring a GES Svc Relationship Manager. In this position you will act as a liaison between MNC Client Service and MNC clients to ensure effective communication and coordination of issue management, service delivery activities, and achievement and reporting of overall ADP operational performance requirements. With an emphasis on providing World Class Service, the Regional Service Relationship Manager is responsible for managing expectations within the client organization and the MNC Client Services team to ensure service delivery requirements are understood and achieved by both parties. They act as a conduit to ensure effective communication and coordination on service related issues; Prepares and presents operational performance metrics and assists in the planning and coordination of service delivery events affecting both parties.
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Liaise with assigned MNC clients and MNC Client Services in an effort to effectively coordinate service delivery activities throughout the MNC business model
Proactively monitor and advise client and Managers on critical issues affecting service delivery
Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action.
Manage and monitor action plans in accordance with agreements
Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations.
Work with client service team members to assess workloads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues
Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model
Compile, review, and deliver operational performance metrics to assigned client organizations
Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc.)
Identify and recommend improvements that benefit the operational model for client and ADP
Act as subject matter expert for prospect and/or client workshops related to the MNC Client Services processing model
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Strong payroll industry expertise including competency and knowledge of the payroll processing and legislative requirements of at least one primary country
Ability to strongly influence the actions of others through communication, negotiation, and persuasion
Strong knowledge of MNC Client Services operating model and related resource allocations
Demonstrate strong knowledge of ADP operational models, products, and processes
Exceptional written and oral customer service and communication skills required
Proven ability to influence the actions of others
Proven ability to work under pressure while meeting deadlines
Strong organizational skills with the ability to effectively prioritize work and multi-task
Well developed inter personal skills, with an ability to communicate well at all organizational levels
Self starter, able to work effectively with limited supervision
Customer service focused
Previous management experience an asset
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