Bilingual Regional Service Relationship Manager

ADP is hiring a Regional Service Relationship Manager. In this position you will act as a liaison between ADP Global Payroll Client Service and ADP Global Payroll clients to ensure effective communication and coordination of issue management, service delivery activities, and achievement and reporting of overall ADP operational performance requirements. With an emphasis on providing World Class Service, the Regional Service Relationship Manager is responsible for managing expectations within the client organization and the ADP Global Payroll Client Services team to ensure service delivery requirements are understood and achieved by both parties. Successful candidates will act as a conduit to ensure effective communication and coordination on service-related issues.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
Responsibilities

• Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action.
• Liaise with assigned ADP Global Payroll clients and ADP Global Payroll Client Services in an effort to effectively coordinate service delivery activities throughout the ADP Global Payroll business model.
• Compile, review, and deliver operational performance metrics to assigned client organizations.
• Act as subject matter expert for prospect and/or client workshops related to the ADP Global Payroll Client Services processing model.
• Manage and monitor action plans in accordance with agreements.
• Prepare and present operational performance metrics and assist in the planning and coordination of service delivery events affecting both parties.
• Identify and recommend improvements that benefit the operational model for client and ADP.
• Work with client service team members to assess workloads and related time lines to effectively prioritize work prior to making commitments to clients for delivery.
• Proactively monitor and advise client and Managers on critical issues affecting service delivery.
• Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues.
• Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations.
• Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc.)
• Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model.

Qualifications Required

• Bachelor's degree in IT, System Management, Business
• Bilingual English/French required
• 3-5 years of related implementation, project management, account management or operational experience with benefits, HR, payroll,

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