Service Executive, Time and Labor (Small Business Services)

ADP is hiring a Service Executive for our Time and Labor Management Small Business Services Organization.  One of the highest growth products in the Small Business portfolio!

In this role as a Service Executive, you will report to the VP/GM within Small Business Services and is responsible for the development and implementation of our Time and Labor Management (TLM) client service/Implementation strategies and initiatives to achieve strategic goals included but not limited to revenue, sales and unit growth, quality service results, client engagement initiatives, P&L responsibilities, and client retention results.

As the Service Executive, you will direct the development and implementation of division-wide client service/implementation strategies focused driving quality, stellar service levels, client growth, improved productivity, and revenue/NOI goals. You will design, execute and support SBS strategy through service projects, account management and leadership direction, service models, technology deployment and associate development. You’ll also establish region-wide workforce management standards and ensure consistent rollout of business processes and initiatives in accordance with SBS standards.

 

You will ensure alignment with SBS strategic objective and valuate small business service technologies and processes to determine how they can be effectively applied to facilitate achievement of client satisfaction and retention goals.

                                                         Ready to #MakeYourMark? Apply now!

 

WHAT YOU’LL DO: Responsibilities

 

• Partners with senior leadership including General Managers, Regional (Country) Directors, Sales VP's and Executives, and Finance, to identify opportunities for improved service and retention. Solicits feedback on critical initiatives.
• Communicates strategic importance of projects to gain funding and buy-in from key constituents (leadership, IT, Marketing, all BUs, Sales, etc.) and to ensure success of initiatives and investments. Leverages relationships and collaborates on a regular basis with other functional areas to identify client and associate training needs, redevelop and manage profits/NOI and performance metrics, support service-related HR initiatives, and to comprehend service implications of sales and marketing changes. Prepares business cases with ROI justification for investments, enhancements, etc.
• Identifies ideal client service and operational organizational structures, staffing levels and productivity standards for the talent acquisition solutions service organization within the appropriate domain of control.
• Collects business intelligence through peer relationships, industry best practices, and client forums and roundtables.
• Directs the development, monitoring, and distribution of performance metrics including scorecards, adherence to performance goals and other related metrics. Oversee client survey feedback process action planning and client retention results.
• Establishes clearly defined department vision, and individual goals and objectives and communicates these to associates through department and performance planning.
• Provides periodic performance feedback vs. objectives and conducts performance reviews on all associates. Develops, selects and motivates a highly effective management and leadership team. Responsible for hiring and terminating as required. Determine the department's training requirements and ensure timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.
• Ensures that all business processes are compliant with numerous regulatory requirements.
• Provides input into the development of marketing materials for new and existing client delivery models as well as ensure branding is meeting market demands.
• Drives business process continuous improvement efforts to address emerging market demands, changing product and service strategies and to achieve competitive success.
• Partners with the senior leaders in collaborative businesses to develop enhanced service models and strategies that maximize quality and the client experience, drive proactive solutions, service levels, quality, and other key metrics leading to increased client retention. 
• Represents the needs of the field service organization at the Corporate ADP level and is the key liaison with all Service Leaders in SBS, division and corpora