Requisition #: |
NASC22330 |
Division: |
NAS-Comprehensive Outsourcing Services
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Job Title: |
Service Delivery Mgr I |
Country: |
United States
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State: |
Georgia
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City: |
Alpharetta
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Locations: |
Georgia, Alpharetta
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Employment Status: |
Full Time - Permanent
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Job Responsibilities:
(Description) |
As a Service Delivery Manager, serve at the operational level providing support of contracted deliverables and as a subject matter expert on service delivery excellence. This includes managing internal/external client relations. Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication. Supports the continuous improvement process of increased quality, operational efficiencies and profit margins by proactive monthly review and analysis of metrics; then works closely with operations to develop any necessary action plan for improvement. Facilitate frequent client communications. Manage escalated matters and work with internal and external parties to bring issues to resolution. Works closely with the Relationship Manager to ensure strategic matters are addressed and resolved in a timely manner. Prepare, facilitate and conduct monthly and quarterly review session with clients to review performance metrics, trending and project updates. Facilitate Year End planning and client engagement. Participate in organizational planning to support new clients.
GENERAL RESPONSIBILITIES:
1. Provide excellent service to clients by delivering on client expectations
2. Researching and responding to escalations
3. Producing and delivering monthly and quarterly reports
4. Work with functional teams to deliver service in accordance with defined service levels
5. Collaborate with third party vendor relationships as necessary to support service excellence.
6. Review metrics throughout the month with Directors and Managers to proactively manage trends and service deliverables
7. Manage Items Log, driving open items to timely closure.
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QualificationsRequired
(Experience, Skills, Academic): |
EDUCATION and/or EXPERIENCE:
Minimum of 2-5 years of demonstrated work experience in the management of a large and diverse organization (5,000 + employees), with a good understanding of HR and payroll-related issues. Bachelor’s Degree in Business Administration, Finance or Accounting or the equivalent in education and experience. CPP is desirable. In-depth knowledge of ADP services, Enterprise Payroll and/or AutoPay would be beneficial.
Must be able to work well under pressure and have a high tolerance for stress. Must possess excellent organizational and time management skills for managing multiple, diverse and conflicting actions in progress. Must possess excellent communication, presentation and facilitation skills and recognized organizational savvy.
? Experience in business processes
? Experience with payroll and HR related systems
? Experience in an ADP region with in-depth product and operations knowledge preferred
? Experience in complex service organizations and delivering stellar service
? Experience in service technologies and development of service delivery solutions
? Proven attention to detail
? Ability to manage multiple activities simultaneously
? Demonstrated customer service skills
? Proven facilitation and collaboration skills essential
COMPETENCIES:
Informal Leadership:
? Motivating Others: Enhances other’s commitment to their work.
? Fostering Teamwork: Gets groups to learn to work together cooperatively.
? Technical Knowledge: Applies knowledge of product and service components, internal systems and contemporary technology to achieve the best solution to meet client, department and organizational goals.
Communicating and Influencing:
? Attention to Communication: Ensures that information is passed on to others who should be kept informed.
? Persuasive Communication: Plans and delivers oral and written communications that have an impact and are persuasive with their intended audiences.
? Building Collaborative Relationships: Develops and maintains partnership with others.
? Customer Orientation: Demonstrates concern for satisfying one’s external and/or internal customers.
? Influencing Others: Gains other’s support for ideas, proposals, projects and solutions.
Achieving Results:
? Risk Taking: Demonstrates a willingness to offer innovative solutions and make tough decisions to further develop and enhance existing processes and procedures and to ensure client satisfaction and department efficiencies.
? Initiative: Identifies what needs to be done and does it before being asked to or required by the situation.
? Fostering Innovation: Develops, sponsors or supports the introduction of new and improved methods, products, procedures or technologies.
? Results Orientation: Focuses on the desired end result of one’s own or the unit’s work; sets challenging goals, focuses effort on the goals and meets or exceeds them.
? Decisiveness: Makes difficult decisions in a timely manner.
? Thoroughness: Ensures that one’s own and other’s work and information are complete and accurate; carefully prepares for meetings and presentations, follows up with others to ensure that agreements and commitments have been fulfilled.
? Quality Focus: Consistently strives to improve the way tasks and activities are accomplished meeting quality objectives.
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Education: |