Service Delivery ManagerRequisition #: NASC42208
Job Title: Service Delivery Manager
Country: United States
State: Washington
City: Lynnwood
Employment Status: Full Time
Division: NAS-Comprehensive Outsourcing Services
Job Responsibilities:
(Description)
Manages critical client situations, including proactively identifying issues, managing escalated issues, developing comprehensive action plans with functional experts, proactive communicating with the client, securing agreement of client on actions and satisfactory resolution of issues, and providing Root Cause Analysis as needed.· Utilizes Service Delivery Management tools and other data to identify potential improvement opportunities.·
Holds monthly account reviews with client to review COS performance metrics, discuss client feedback, provide ADP updates.· If no RM, holds Quarterly Executive Account Review meetings with client to align goals, review goal progress, share best practices and recommendations, provide industry updates, and discuss client strategic initiatives, upcoming events, and executive feedback.· Responsible for COS operational survey results, including client follow up, creation and completion of action plans, and satisfactory resolution of issues.·
Executes strategy to ensure complete relationship coverage with client including Finance, HR, IT, Compensation, and Benefits at various levels of client. If no RM, also develops strategy.· Complete and deliver annual operational account review documentation for COS executive team.
Responsible for knowing SLAs, working with internal business partners to manage to these to, and developing and executing action plan to address issues for potential fees at risk.· Work with and supports internal partners to become more efficient and develop best practices· Work with client to understand and buy into change management and process improvements by reviewing ROI and/or value add· Facilitate BPI engagements and coordinate identified items and projects · If no RM, may be required to complete Quarterly Performance Reporting.
Identify opportunities for client to increase efficiency and effectiveness by streamlining/improving processes and possibly reducing headcount · Collect, schedule, and present data for monthly reporting, including challenges, trends, highlights, action plans, account status and iew and monitor aging service requests weekly via the client open SR report and follow up with internal partners as appropriate.
Manage client communication related to major ADP staffing, organizational changes, and other ad hoc communications.· Initiates investigation of fraudulent activity with ADP QA team.· Participates in projects for development of new tools and processes based on organizational needs.· Support Implementation Program Manager and implementation team during transition to Payroll Admin.· Serve as client contact for client organizational changes (mergers, acquisitions, etc.) and engages internal partners as appropriate.· Identify additional business opportunities through client interaction and engage sales and internal partners as appropriate. · Ensure resolution of any billing issues.
Must be able to influence tasks & deliverables for team members and internal partners without direct reporting relationship. Resource for escalation from payroll team and client · No direct supervisory authority. Indirect role - Oversees entire payroll and client process workflow for the client(s) and assigns day-to-day work content & schedules for Payroll team.· Serves as single ADP point of contact for comprehensive relationship at an operational level· Responsible for overall operational account management of the client, including client satisfaction and retention.· Maintains understanding of client expectations, goals, objectives and initiatives· Reinforces client culture throughout ADP· Proactively monitors client satisfaction with on-site visits, regular conference calls, etc.·
Holds regular meetings with ADP operational contacts to discuss and review client issues, new processes, process improvements and upcoming client focus.· Builds relationships of trust, respect and partnership with client contacts by providing World Class Service· Handles escalated client issues and assists the payroll team in diffusing escalations.
Monthly meetings with Director to review action plan and account status· Escalates major client issues to the Director.· Primary contact for receipt and management of all ad-hoc requests from anywhere within ADP.· Understands client's contract terms, SLAs, priorities, and expectations and ensure internal partners aware of these as appropriate. Oversight & Supervision from Operations Director.
Automatic Data Processing, Inc. is one of the largest providers of business outsourcing solutions to employers and vehicle dealerships around the world. We bring 60 years of unrivaled industry experience to the marketplace. Over 80% of the FORTUNE 500 companies and over 90% of the FORTUNE 100 companies use at least one of ADP's services. ADP serves more than 560,000 organizations in over 60 countries, including nearly 400,000 small business clients and about approximately 26,000 vehicle dealerships. For more information about ADP visit the company's Web site
QualificationsRequired
(Experience, Skills, Academic):
The following qualifications are required for the position. In-depth understanding of SLAs, SOW, and contractual requirements and manages the process workflow to meet thoserequirements-In-depth understanding of SAS70 requirements & responsible for entire end-to-end process execution compliance. Associate degree in Business Administration or Accounting (or itsequivalent in education and experience) is preferred. CPP preferred
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength
Education: Bachelors
Job Category: Finance/Accounting
Area of Interest: Payroll (Finance)
Locations: Washington, Lynnwood
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