GV Senior Director Client Services
ADP
Prague, Hlavni Mesto Praha
před 5 dny

GENERAL DESCRIPTION

This role is a key player in the senior management team within the EMEA region, reporting to the General Manager EMEA for the GlobalView business line.

The primary and most important function of this role is to provide strong management and leadership to the 400+ GV Managed Services associates in EMEA.

The mix of technical, operational and client facing skills requires a person with a broad base of commercial and technical experience with a focus on driving results to maximize performance.

Our portfolio of more than a hundred and fifty large number multinational clients requires excellent client facing skills, the ability to manage expectations and to resolve difficult problems at the local and regional level.

ADP also requires a person with strong initiative, positive energy, analytical skills, presentation skills, and ability to manage multiple business priorities at the same time to support growth in the business, in conjunction with the GV EMEA senior management team.

GV is run as a matrix organization with functional heads for sales, implementation, client services, product, application services and service delivery.

This position will work closely with these areas to meet sales, revenue, profitability, and client satisfaction targets.

Productivity and quality improvement driven by process reengineering, automation, robotics and new technologies will continue to grow as part of the continuous improvement program across the region.

ROLE OBJECTIVES

  • Support business growth of GV Client Service developing strategies and executing on the financial targets related to revenue, cost and profitability
  • Lead GV EMEA Client Services teams to create engaged, skilled workforce that meet KPIs and drive client satisfaction
  • Accountable for accurate and timely delivery of payroll services to clients allocated in 20 Euripean countries
  • Support new sales, increasing revenues and retaining existing clients at all times
  • Drive continuous improvement and innovation in the service model, introducing automation, process improvements and new tools to drive productivity and quality of service
  • Work with all key functional areas within GV EMEA (including Sales, Field Services, Account Management, Implementation, Product development, etc.
  • on cross functional improvement projects

  • Ensure compliance, quality and appropriate controls, preventing errors from happening
  • PEOPLE MANAGEMENT SKILLS

    The position holder is required to :

  • Manage Global View Client Services staff, consistent with ADP employment policies
  • Secure needed capacity and skills through high performance teams
  • Create an environment where the focus is clear, the work is challenging and objectives and performance standards are agreed and understood
  • Hire the best talent; give your team attention; coach and develop them
  • Create an inclusive workplace with purpose and trust
  • BUSINESS MANAGEMENT SKILLS

    The position holder is required to :

  • Provide accurate business analysis, reflecting a solid understanding of business needs and priorities. Develop strategies with the team to meet the Operational Plan
  • Continuously improve our processes, products, and service delivery.
  • Make thoughtful decisions, with a sense of urgency, using good judgment, ensuring ADP’s viability now and for the future
  • Ensure business continuity, optimum staffing levels and skills mix and review / improve efficiencies
  • Ensure compliance, data privacy and process documentation
  • CLIENT SERVICE LEVELS

    The position holder is required to :

  • Know, understand, and anticipate the needs of our clients.
  • Design and implement solutions that make work better for our clients.
  • Liaise with senior decision makers and key staff within the Client base. Create a culture of service excellence, meet client satisfaction targets
  • Monitor service delivery against Client Service Level Agreements and agreed scope of services. Solve and prevent Client problems.
  • Develop strategies focusing on minimising client attrition and growing the value of our services to our cleints
  • Ensure compliance and protect client data privacy
  • RECRUITMENT PROFILE

    QUALIFICATIONS & EXPERIENCE

    Mandatory :

  • Financial and Business Management experience within a multinational corporate environment
  • Strong leadership / people management skills
  • Proven track record in achieving business results.
  • Client Relationship Management
  • Service delivery within a Service Excellence environment
  • Payroll Industry Operational Experience (recommended)
  • Experience in driving large projects and organizational changes
  • Continuous improvement, Project Management, Lean Six Sigma
  • Desirable :

  • EMEA business environment
  • SAP Payroll / HR / ESS experience
  • Degree Qualification
  • Explore our COVID-19 page to understand how ADP is approaching safety, travel, the hiring interview process, and more.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.

    Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability.

    We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 to learn more about ADP’s culture and our full set of values.

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