Senior Director Service Operations

Position Description:

ADP TotalSource is the nation’s largest and most innovative HR outsourcing firms providing both a Professional Employer Organization (PEO) and Administrative Services Organization (ASO) model. We provide small and mid-sized businesses with an integrated suite of services including HR administration, compliance management, safety and risk management, payroll and tax administration and employee benefits. With more than $889 million in revenues and a current annual growth rate of over 20%, we provide a dynamic work environment and great personal growth opportunities. ADP TotalSource is part of the Employer Services division of Automatic Data Processing (NYSE: ADP), which has more than $7 billion in revenues and 570,000 clients worldwide and is one of the largest providers of a broad range of premier, mission-critical, cost-effective transaction processing and information-based business solutions.DESCRIPTION• Define ESC strategy, future direction, develop and execute business strategies that increase service levels, operational capabilities and efficiencies. • Establish and maintain key executive and management relationships with designated client base to seek feedback on operation performance. • Partner, consult and support General Managers, Division leaders, Sales District Managers, Operations and Client Services Executives to drive client retention, service quality, business initiatives. • Responsible for 70+ ESC associates in the Miami and El Paso facilities that provide high level customer service to WSE's, respond and/or research Payroll, Benefits Services, 401(k) Services, HR Services questions or issues such as: W-2 & W-2C, payroll, wage garnishments issues, medical, dental, life insurance, disability, benefits eligibility/enrollment issues, contributions, loans, verification of employment and total compensation statement. • Analyze WSE customer service survey feedback, develop solutions and process improvement strategies• Collect business intelligence through automation and develop, monitor and distributes performance metrics including balanced scorecards, adherence to implementation goals and other related metrics. • Benchmark best inclass service providers and leverage best practice tools and technologies• Collaborate with other functional areas within ADP TotalSource to identify division and regional associate training needs, policy review and feedback, and assist with new product rollout strategies. • Provide guidance and support the client-facing associates by driving operational efficiencies and process improvements • Identify potential compliance issues that arise and partners with the Legal department to provide feedback regarding potential liability and escalation of issues to the Departments of Insurance and Labor (DOI, DOL) and ensure compliance of federal and state regulations.• Develop a world-class ESC team by mentoring/coaching, rewarding high performance and skill development. Provide people development and learning opportunities that support growth and career development. • Directs the management of the Information Technology to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversees telecommunication systems for higher efficiency, enhanced reporting and tracking capabilities. • Develop, implement, maintain enhance a scorecard that measures results and monitors service quality. Presents monthly scorecard results to the General Managers, Senior Management and ensures the information is cascaded throughout the organization.

To Apply Visit Automatic Data Processing, Inc.

Qualifications:

A minimum of 10-15 years business experience preferably in the Service, or PEO industry; a minimum of 7 years experience in a leadership capacity leading and managing a high volume, multi-site call center or Operations center that services over 100,000 clients and supporting a complex product portfolio. Must have strong analytical, communications, organizational design, change leadership, business strategy, process improvement and quality initiatives are required.Strong presentation and leadership skills. Effective at presenting and interacting with "C-suite" ("senior presence")Effective at resolving complex problems quickly and decisivelyHighly organized with a results-orientationHigh integrity and ethicsAdvanced expertise with PC based business applications, such as Access, Excel, Powerpoint and statistical applications is required.