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Manager MS Payroll Italy

Manager MS Payroll Italy

ADPBucharest, rom-ro
30+ days ago
Job description

Position Description

Job Summary :

The role of the Manager MS Italy is to ensure the delivery of service excellence for clients through building and maintaining effective internal relationships and acting as a liaison for payroll-related processing.

The role of the Manager MS Italy will ensure that all activities are performed in a manner that meets ADP and client expectations and ADP Service standards.

The Manager MS Italy has a direct relation with the Snr Manager Impl & Service and is accountable for 4 areas :

  • Client experience
  • People management
  • Process management
  • Business and productivity management

Responsibilities : Client Experience

  • Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results.
  • Ensures that quality and SLAs of the payroll delivery to the client are met and achieves internal and external client satisfaction
  • Reviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfaction
  • Ensures that monthly service review calls with the clients are put in place and attend the calls when needed
  • Highlights and escalates relevant matters that may impact the running of client payrolls and proposes appropriate solutions and workarounds to mitigate the impact
  • Respond to client and take appropriate action ensuring timely review and resolution of issues
  • Works effectively across the Central organization to resolve client issues
  • Manages clients’ escalations together with the Payroll Specialists / Sr. Payroll Specialist / SME’s and, if necessary, with the Service Sr. Manager / Service Directors.
  • People management

  • Participates in the recruitment process for new hires
  • Ensures that all team members have the appropriate training plan as defined in the job description and that skill and capability base meets work demand
  • Reviews and improves training plans (onboarding, continuous learning in coordination with the Central organization and the Service Delivery Sr. Manager / Director
  • Ensures that knowledge and expertise of ADP processes and ADP systems are up to date
  • Identifies talent, works with HR to ensure that the appropriate development and succession plans are created and put in place
  • Establishes a relationship that nurtures open and honest communication
  • Facilitates team meetings, team building and fun at work activities to increase engagement and team cohesion
  • Discuss challenges and successes as related to assigned clients with particular attention to the respect of timing and process standards
  • Participates in the performance management process by conducting 3 month and annual performance reviews including making performance recommendations for salary, promotions / staff changes, separations
  • Recognizes and celebrates team and team member accomplishments and exceptional performance and defines performance improvement plans when needed to support the Associate getting back on track in meeting performance
  • Promotes BPI initiatives within the team and supports the team in process improvements
  • Process leadership

  • Monitors day to day operations to guarantee that the direct reports work according to their defined role and meet agreed upon KPI’s and SLAs
  • Effectively and consistently manages process of changes (including roll out, communication, monitoring and controlling)
  • Supports BPI in process and best practices definition
  • Delivers process improvement initiatives to drive operations effectiveness and efficiency
  • Business leadership

  • Focuses on Impactful Communication, Talent Building and Relationship Building to develop internal and external relationships required for success.
  • Drives a performance-based culture that engages associates to achieve excellence
  • Monitors and reports on performance metrics related to assigned clients
  • Acts as a day-to-day liaison within BU team
  • Maintains payroll procedure manuals and business process documents
  • Highlight and escalate relevant matters that may impact the payroll process and ensure follow-up until resolution
  • Ensures detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations in coordination with the Service Sr. Manager / Director and the BU.
  • Contributes with ideas and is actively involved in strategic actions to attract potential job candidates
  • Maintains awareness and support of ADP values, policies and procedures
  • Analyses and resolves complex issues encountered within the team
  • Demonstrates strong analytical and problem-solving skills for complex payroll environments
  • Leading and working with other departments and CoEs on cross-functional synergy and improvement projects
  • Manages customer payroll processing when the volume requires
  • Education & Experience :

  • Degree or Equivalent : Bachelor’s Degree
  • Major Area of Concentration : IT / Business / Accounting
  • Work Experience : 5+ yrs
  • Knowledge and Skill Requirements :

  • Business proficiency in Italian and English (min. B2 level)
  • Mastery of Microsoft Office suite (Excel, Word, PowerPoint)
  • Leadership skills
  • Customer Service Skills, Client focus
  • Payroll industry specific knowledge and expertise
  • Knowledge in working with HR applications
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    Manager • Bucharest, rom-ro