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 mana

📌 Service director (Italia)
🏢 Fairygodboss
📍 Italia