Service Director
Pubblicato il 02-09-2026 - Fairygodboss in Milano
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 ResponsibilitiesTo 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
- Operat