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 satisfactionReviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfactionEnsures that monthly service review calls with the clients are put in place and attend the calls when neededHighlights and escalates relevant matters that may impact the running of client payrolls and proposes appropriate solutions and workarounds to mitigate the impactRespond to client and take appropriate action ensuring timely review and resolution of issuesWorks effectively across the Central organization to resolve client issuesManages 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 hiresEnsures that all team members have the appropriate training plan as defined in the job description and that skill and capability base meets work demandReviews and improves training plans (onboarding, continuous learning in coordination with the Central organization and the Service Delivery Sr. Manager / DirectorEnsures that knowledge and expertise of ADP processes and ADP systems are up to dateIdentifies talent, works with HR to ensure that the appropriate development and succession plans are created and put in placeEstablishes a relationship that nurtures open and honest communicationFacilitates team meetings, team building and fun at work activities to increase engagement and team cohesionDiscuss challenges and successes as related to assigned clients with particular attention to the respect of timing and process standardsParticipates in the performance management process by conducting 3 month and annual performance reviews including making performance recommendations for salary, promotions / staff changes, separationsRecognizes 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 performancePromotes BPI initiatives within the team and supports the team in process improvementsProcess 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 SLAsEffectively and consistently manages process of changes (including roll out, communication, monitoring and controlling)Supports BPI in process and best practices definitionDelivers process improvement initiatives to drive operations effectiveness and efficiencyBusiness 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 excellenceMonitors and reports on performance metrics related to assigned clientsActs as a day-to-day liaison within BU teamMaintains payroll procedure manuals and business process documentsHighlight and escalate relevant matters that may impact the payroll process and ensure follow-up until resolutionEnsures 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 candidatesMaintains awareness and support of ADP values, policies and proceduresAnalyses and resolves complex issues encountered within the teamDemonstrates strong analytical and problem-solving skills for complex payroll environmentsLeading and working with other departments and CoEs on cross-functional synergy and improvement projectsManages customer payroll processing when the volume requiresEducation & Experience :
Degree or Equivalent : Bachelor’s DegreeMajor Area of Concentration : IT / Business / AccountingWork Experience : 5+ yrsKnowledge and Skill Requirements :
Business proficiency in Italian and English (min. B2 level)Mastery of Microsoft Office suite (Excel, Word, PowerPoint)Leadership skillsCustomer Service Skills, Client focusPayroll industry specific knowledge and expertiseKnowledge in working with HR applications