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Marketplace Operations Sr Manager

ADPBucharest, rom-ro

30+ days ago

Job description

Position Description

ADP is hiring a Marketplace Operations Team Snr. Manager.

In this role, you willlead a team that serves as ADP's front-line forsupporting clients through the different phases of Marketplace API integrations.

The team covers 3 phases of API integrations for each client :

1. discovery and documentation of integration needs

implementation activation of Marketplace APIs
post go-live support

Your team you will be resolving clients'integration challenges–including issue resolution, answering questions,helping clients and supporting them in API integration technology, and more whilst keeping to the ESI standards defined for Marketplace operations.

You and your team carry the weight of ADP’s service reputation and client satisfaction in your hands.

As Team Manager you will need to have a basic understanding of API technology and functional integration needs from clients.

Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction ofyour team’sdaily activities,coaching, and developing your team members,creating an overall productive and enjoyable working environment for your team, andmanaging and resolving client escalations.

You have a way with clientsand the people that you leadthat builds rapport, establishes trust, and shines with professionalism. As a result, your client satisfaction scores make you proud.Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

Basic Functions

Lead the Daily Activities of Your Team. You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality, standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team. You will also track various productivity and performance standards to

ensure that established levels are achieved, especially during critical activity periods. You will analyze team statistics and prepare reports for your leadership.

You will act as stakeholder in the API Governance and delivery program to monitor standardized solutions for clients. You and your team are responsible for Marketplace and API related communication to clients.

Build and maintain a strong working relationship and cooperation with local (BU) implementation and service teams whilst keeping to the Marketplace ESI standards across all Bus.

Coach and develop. You will train and mentor team members and identify development needs across the team, working with your leaders to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire / fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management to include scheduling and succession planning.

Manage escalations and resolve clients' issues. You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."

Implement Strategic Goals and Partner Internally. You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices.

Key Responsibilities

Oversees the overall progress from discovery to after implementation support of all Marketplace clients.

Maintains the standards across all Marketplace participating BU’s and SORs.

Operations point of escalation.

Drives, motivates, and guides the team to achieve the defined KPI’s for the entire Operations team.

Sets OKRs and KPIs for Marketplace Clients implementation & Support in cooperation with Snr. Director NBS Operations.

Facilitation of improvement workshops.

Establish and maintain a structured approach for sharing success.

Communication of central and locally driven BPI and Process Automation activities.

Coordinate all cross-functional activities, represent customers internally and collaborate with leaders in varied areas on allocation across projects and resource planning.

Build and maintain long-term relationships with customers & key stakeholders.

Develop high-performance atmosphere.

Skills / Competencies

At least five years of client implementation and / or client service experiencepreferable within Payroll Industry

At least three years of people leadership experience

Ability to quickly understand and decompose HR, business, and technical concepts.

Technical skills regarding software applications preferred.

Understanding of Application Programming Interface (API) highly recommended

Functional knowledge on client’s integration needs and scenarios

Ability to work creatively and analytically in a problem-solving environment.

Effective at communicating clearly technical and business matters / ideas.

Eager to contribute to Marketplace ESI setup. Demonstrate willingness to pioneer and focus on continuous improvement.

Ability to work in an information system environment.

Clients focused attitude.

Demonstrated ability to multi-task and manage the work efforts / priorities of other team members.

A plus would be :

Understanding of SQL / Database / Postman

Any other language besides English

ADP experience on any of the ESI SORs (iHCM, Decidium, GlobalView…)

Your attitude

Willingness to learn, embrace change and focus on continuous improvement as part of a new organisation.

Reporting Relationship

The Marketplace Operations Snr. Manager will report directly to the Snr. Director Operations on New Business Solutions business unit.

Accountability

The Marketplace Operations Snr. Manager will be accountable for all the Marketplace ESI Operations phases, discovery, implementations and support to Marketplace clients.

Qualifications

A college degree is great but not required. What's more important is having the skills to do the job.

Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP) (Preferred not required)

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Manager • Bucharest, rom-ro