Service Director
Pubblicato il 18-09-2026 - Fairygodboss in Milano
ph3Job Purpose /h3ulliEffective Management of Team resources and processes to ensure delivery of service excellence for all clients /liliBuilding and maintaining effective external and internal relationships /liliLeading and developing a team of Associates /li /ulh3Key Responsibilities /h3pTo ensure delivery of excellent service through: /pulliLeading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcing /liliMaintaining awareness and support of ADP policies and procedures /liliAchieving internal client satisfaction and retention targets /liliDriving service, process, operational and product improvements /liliEnsuring that internal responses are provided in time and in compliance with the KPI /li /ulh3Key Duties / Tasks /h3ulliEnsure service level agreements between ADP and clients are being achieved (establishing proper governance and management of client critical situations is key) /liliReview and analyze Net Promoter Score (NPS) feedback and create management action plans, as appropriate /liliCarry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans for team members /liliConduct root‑cause analysis and implement solutions to prevent recurrence of client queries, issues and requests /liliDetailed forecasting, capacity planning and resource management to ensure correct resourcing of operations /liliEnsuring Associate skill and capability base meets work demand /liliEnsuring one best way of working,
process adherence and maintenance of ISAE accreditation /liliDelivering process improvement to drive operations effectiveness and efficiency /liliLeading and working with other departments on cross‑functional improvement projects /li /ulh3Supervisory Responsibilities /h3ulliEnsure excellent service delivery to clients /liliEnsure that all payroll and associated services are delivered accurately and on time /liliReview processes and implement improvement /li /ulh3Skills and Knowledge /h3ulliPayroll knowledge /liliExcellent customer service skills /liliOperations management: capacity planning, resource management, visual performance and workflow management, skills management, performance measurement and management, quality management and continuous improvement, work organisation /liliChange management /liliProcess and quality improvement /liliMicrosoft Office /li /ulh3Education and Experience /h3ulliDegree /liliProven track record of effective operations management /liliExperience of working with and consistently delivering to internal SLA /liliInternal relationship management /liliProven track record of continuous improvement /liliExperience of outsourcing services delivering requested /liliExperience of payroll services /liliOperations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement /liliChairing and managing internal meetings /liliEffective communication skills, both verbal and written, at all levels /liliEnglish fluent – Italian fluent /li /ulpDiversity, 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. /p /p #J-18808-Ljbffr