JOB TITLE : Service Manager MS
DEPARTMENT : ADP Iberia MS Streamline Team
LOCATION : Barcelona
REPORTS TO : Director MS-CLS, ADP Iberia
JOB PURPOSE :
Team Management Manage and support a team of payroll experts in the day-to-day management of their payroll activities.
Assure adherence to standard payroll procedures and tool usage. Help the team to increase knowledge and to progress within the company.
Client Retention Build a good relationship at the client’s management level by developing a thorough knowledge of their portfolio and internal culture .
Service Delivery Operational oversight of all services delivered, escalation management as next point of contact, problem solving and issue resolution.
Communications Champion ADP s brand, leadership, products, and services to ensure clients and team engagement.
Make Client your North Star Assure client satisfaction and support. Increase the reference client base by getting your clients actively involved in NPS and other ADP’s events.
Continuous Improvement : Have a keen eye for opportunities for improvement and a resourceful approach to solve issues and challenges.
Team Management :
Supervision and control of the work carried out by your team, reviewing the methodology used to guarantee adherence to standard processes, quality, and efficiency.
Selection of personnel for your team.
Portfolio assignation to your team.
Prioritize tasks, organize work, and distribute load in coordination with your assigned Team Leads.
Set objectives in line with Global targets and ensure their achievement throughout the year.
Transmit and inform the team of corporative main messages and news.
Identification of the team’s training and development needs.
Maintain recurrent one to ones with team to support associates in growth and learning.
Ensure the team operates in line with Global tools, methodology and processes.
Client Management and Satisfaction
Monitoring of Service Quality & Customer Satisfaction on ongoing basis.
Perform analysis of customer needs and to produce action plans to improve service in collaboration with ADP Global and internal stakeholders.
Management and escalation of incidents, if not resolved by Team Lead.
Periodically report the situation of customer service to ADP’s leadership.
Act as internal escalation point when required.
To contribute, when required, to root cause analysis and implement solutions to prevent reoccurrence of client queries, issues, and requests.
Review and analysis Net Promoter Score (NPS) feedback, call-backs and create management action plans, as appropriate.
Internal Coordination :
Carrying out regular follow-up meetings with collaborators to work through projects and initiatives.
Identifying service, process, and product improvements.
Build and maintain excellent knowledge of current ADP products and services.
Maintain knowledge of current statutory legislation.
Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans with the Service Director.
Participate in the collation and analysis of legal requirements in line with the internal Legal Committee
Ensure all services provided are aligned with the Service Definition and linked to contractual documentation
Ensure that the Streamline Governance Model is respected internally and externally.
Business Leadership : Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
People Leadership : Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
Market Leadership : Drives a performance-based culture that engages associates to achieve excellence (Client focus Outside in Perspective Bias for grow).
Knowledge required :
Strong Spanish Payroll knowledge is strongly preferred
Good level of English and Spanish (mandatory)
Microsoft Office advanced
Skills required :
Manages associates. This includes pay, performance, management development and hire / fire responsibilities. Although hire / fire responsibilities may require further approval, recommendations are given heavy weight.
In terms of involvement in the work of those being led, engaged at the goal setting / prioritization level and as an escalation point.
Meet task productivity and quality standards. Monitors environment and provides regular feedback. Modifies priorities in line with changing business demands.
May occasionally engage in the work they manage. Interprets / administers corporate and local policy. Provides input to and manages to be established goals and objectives.
Implements key strategies.
Excellent communicator both verbally and on writing
Excellent analytical approach to problem solving and decision making.
Excellent ability to quickly assimilate and retain new information
Change management skills
EDUCATION AND EXPERIENCE
Labour / Law Studies (desirable)
Minimum of 2 years of related managerial and leadership experience in a service environment
Strong Knowledge and experience of payroll and labour processes (desirable)
Good level of English and Spanish (mandatory)