GlobalView Manager, Payroll

ADP GlobalView is leading the Global Payroll and Time market in the World and provides services to multi-national clients looking for outsourcing solutions.

The GlobalView Organization is committed to providing World Class Service to all clients by hiring, developing, and retaining qualified service professionals; treating each client contact as a service opportunity, and delivering outstanding customer care to client associates.

ADP GlobalView aims for the highest standards and modern approaches in the way it organizes itself, engages associates, and delivers work. Business agility is key for our organization and GlobalView Managers, Payroll are playing significant role in this Organization.

Position Description:

The GlobalView Manager, Payroll reports to the Sr. Manager, Client Services. The primary focus of this position is to function as an owner by focusing on associates’ development, managing talent, overall service delivery, timely and accurate delivery of payroll processing, including, managing both internal and external service experience of our business while ensuring we achieve the margin targets and positive client experience measured by NPS. This position will be responsible for overseeing and managing the payroll specialist teams. Responsible to ensure that timely actions and resolution of payroll processing is completed for our clients requested through the Siebel system.

The goal is to deliver the maximum value in the most efficient sustainable time while providing the highest possible quality to clients and society. The GlobalView Manager, Payroll is responsible for both the associate and client experience.

Responsibilities:

• Lead a payroll specialist team and provide direction on team activities including resource optimization, performance expectation settings, offering coaching and mentoring, supporting a culture of self-development and talent growth.
• The role will be responsible for a portfolio of clients and oversight of daily operations as it relates to payroll and collaborating with internal teams to ensure a One ADP approach for a better client experience.
• Ensure Payroll Specialists are trained and prepared for their roles and responsibilities within the service structure.
• Accountable for implementing the strategic direction of the business, including managing client escalations, tools, and process adoption, KPI’s, and managing to the service metrics.
• Collaboration across multiple functional leaders Project Services, Implementation) to have a smooth transition of incoming projects within the Service Teams.
• Develop and maintain client relationships both internal/external at all levels of client and ADP organizations.
• Drives a performance-based and learning culture that engages Service Teams to achieve excellence.
• Contribute to improve client satisfaction scores NPS); partner with client success team to create an action plan to address issues and improve client’s satisfaction as necessary.
• Partner with the different internal teams to identify ways of increasing revenue and generating services in compliance with the pricing policy.
• Support the delivery of the various projects outside of the scope of Project Services) to meet the clients’ expectations.
• Collaborate with other Client Service Managers, Business Owners and Transformation Team to continuously streamline the Service Operations process and tools while keeping the client at the center of any improvement.
• Participate and support GV programs, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

Experience/Skills:

• 2-5 years of leadership and management capabilities
• 7-10 years of client service experience
• 5 years of escalation management
• 5 years of Payroll experience
• Growth mindset
• Knowledge of Frameworks and principles
• Understanding of the Behavior-Driven
• Leadership priorities and people development tools at ADP
• Planning and resource scheduling
• Ability to interact with individuals at multiple levels of an organization
• Experience in identifying and implementing process improvements and quality controls
• Client-focused and committed to providing World Class Service
• Good relationship management skills
• Excellent written and verbal communication skills
• Knowledge of SAP payroll processes preferred

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