Job Purpose
Effective Management of Team resources and processes to ensure delivery of service excellence for all clients
Building and maintaining effective external and internal relationships
Leading and developing a team of Associates
Key Responsibilities
To ensure delivery of excellent service through:
Leading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcing
Maintaining awareness and support of ADP policies and procedures
Achieving internal client satisfaction and retention targets
Driving service, process, operational and product improvements
Ensuring that internal responses are provided in time and in compliance with the KPI
Key Duties / Tasks
Ensure service level agreements between ADP and clients are being achieved (establishing proper governance and management of client critical situations is key)
Review and analyze Net Promoter Score (NPS) feedback and create management action plans, as appropriate
Carry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans for team members
Conduct root?cause analysis and implement solutions to prevent recurrence of client queries, issues and requests
Detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations
Ensuring Associate skill and capability base meets work demand
Ensuring one best way of working, process adherence and maintenance of ISAE accreditation
Delivering process improvement to drive operations effectiveness and efficiency
Leading and working with other departments on cross?functional improvement projects
Supervisory Responsibilities
Ensure excellent service delivery to clients




Ensure that all payroll and associated services are delivered accurately and on time
Review processes and implement improvement
Skills and Knowledge
Payroll knowledge
Excellent customer service skills
Operations management: capacity planning, resource management, visual performance and workflow management, skills management, performance measurement and management, quality management and continuous improvement, work organisation
Change management
Process and quality improvement
Microsoft Office
Education and Experience
Degree
Proven track record of effective operations management
Experience of working with and consistently delivering to internal SLA
Internal relationship management
Proven track record of continuous improvement
Experience of outsourcing services delivering requested
Experience of payroll services
Operations management: capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement
Chairing and managing internal meetings
Effective communication skills, both verbal and written, at all levels
English fluent – Italian fluent
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
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📌 Service Director (Milano)
🏢 Fairygodboss
📍 Milano