Service Director

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8imzlz

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 * Operation

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8imzlz