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Bilingual Regional Service Relationship Manager
Company | ADP |
Address | Québec, Quebec, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development,Human Resources Services,Financial Services |
Expires | 2023-08-02 |
Posted at | 9 months ago |
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.
- 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.)
- Compile, review, and deliver operational performance metrics to assigned client organizations.
- 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.
- Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations.
- Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action.
- Act as subject matter expert for prospect and/or client workshops related to the ADP Global Payroll Client Services processing model.
- Proactively monitor and advise client and Managers on critical issues affecting service delivery.
- Identify and recommend improvements that benefit the operational model for client and ADP.
- Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model.
- 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.
- Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues.
- 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.
- 3-5 years of related implementation, project management, account management or operational experience with benefits, HR, payroll,
- Bachelor's degree in IT, System Management, Business
- Bilingual English/French required
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