Service Director

Job Purpose

• Effective Management of Team resources and processes to ensure delivery of service excellence for all clients
• Building and maintaining effective external and internal relationships
• Leading and developing a team of Associates

Key Responsibilities

To ensure delivery of excellent service through:

• Leading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcing
• Maintaining awareness and support of ADP policies and procedures
• Achieving internal client satisfaction and retention targets
• Driving service, process, operational and product improvements
• Ensuring that internal responses are provided in time and in compliance with the KPI

Key Duties / Tasks

• Ensure service level agreements between ADP and clients are being achieved (establishing proper governance and management of client critical situations is key)
• Review and analyze Net Promoter Score (NPS) feedback and create management action plans, as appropriate
• Carry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans for team members
• Conduct root‑cause analysis and implement solutions to prevent recurrence of client queries, issues and requests
• Detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations
• Ensuring Associate skill and capability base meets work demand
• Ensuring one best way of working, process adherence and maintenance of ISAE accreditation
• Delivering process improvement to drive operations effectiveness and efficiency
• Leading and working with other departments on cross‑functional improvement projects

Supervisory Responsibilities

• Ensure excellent service delivery to clients
• Ensure that all payroll and associated services are delivered accurately and on time
• Review processes and implement improvement

Skills and Knowledge

• Payroll knowledge
• Excellent customer service skills
• Operations management: capacity planning, resource management, visual performance and workflow management, skills management, performance measurement and management, quality management and continuous improvement, work organisation
• Change management
• Process and quality improvement
• Microsoft Office

Education and Experience

• Degree
• Proven track record of effective operations management
• Experience of working with and consistently delivering to internal SLA
• Internal relationship management
• Proven track record of continuous improvement
• Experience of outsourcing services delivering requested
• Experience of payroll services
• Operations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement
• Chairing and managing internal meetings
• Effective communication skills, both verbal and written, at all levels
• English fluent – Italian fluent

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.