Service Director

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Job PurposeEffective Management of Team resources and processes to ensure delivery of service excellence for all clientsBuilding and maintaining effective external and internal relationshipsLeading and developing a team of AssociatesKey ResponsibilitiesTo ensure delivery of excellent service through:Leading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcingMaintaining awareness and support of ADP policies and proceduresAchieving internal client satisfaction and retention targetsDriving service, process, operational and product improvementsEnsuring that internal responses are provided in time and in compliance with the KPIKey Duties / TasksEnsure 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 appropriateCarry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans for team membersConduct root‑cause analysis and implement solutions to prevent recurrence of client queries, issues and requestsDetailed forecasting, capacity planning and resource management to ensure correct resourcing of operationsEnsuring Associate skill and capability base meets work demandEnsuring one best way of working,



process adherence and maintenance of ISAE accreditationDelivering process improvement to drive operations effectiveness and efficiencyLeading and working with other departments on cross‑functional improvement projectsSupervisory ResponsibilitiesEnsure excellent service delivery to clientsEnsure that all payroll and associated services are delivered accurately and on timeReview processes and implement improvementSkills and KnowledgePayroll knowledgeExcellent customer service skillsOperations management: capacity planning, resource management, visual performance and workflow management, skills management, performance measurement and management, quality management and continuous improvement, work organisationChange managementProcess and quality improvementMicrosoft OfficeEducation and ExperienceDegreeProven track record of effective operations managementExperience of working with and consistently delivering to internal SLAInternal relationship managementProven track record of continuous improvementExperience of outsourcing services delivering requestedExperience of payroll servicesOperations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvementChairing and managing internal meetingsEffective communication skills, both verbal and written, at all levelsEnglish fluent – Italian fluentDiversity, 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. #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7ggk6t