Service Relationship Manager

ADP El Paso , TX 79910

Posted 6 months ago

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.

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.

RESPONSIBILITIES:

  • 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

QUALIFICATIONS REQUIRED:

  • Bachelor's degree in IT, System Management, Business
  • 3 -- 5 years of related implementation, project management, account management or operational experience with benefits, HR, payroll, HRIS and/or system implementation.

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

  • Accountable

  • Team player

  • Previous management experience an asset

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

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, 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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Service Relationship Manager

ADP