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.

📌 Service Director (Milano)
🏢 Adp
📍 Milano