Service Delivery Manager Lyric

Job Summary:

We are looking for a NextGen HCM Service Manager that will work with our US clients from 3 PM (Romania Time) until 12 AM (Romania Time)

 

The role of the Lyric Service Delivery Manager is to drive an exceptional client experience by ensuring the successful delivery, operational performance, and ongoing optimization of the Lyric HCM solution. The role acts as the key point of coordination between clients, service teams, product teams, and other stakeholders to ensure seamless support and value realization.

The Lyric HCM Service Delivery Manager is responsible for ensuring that all activities are performed in alignment with ADP service standards, client requirements, and Lyric HCM best practices, supporting long-term client success and satisfaction.

 

The role has a direct relation with the Global HR Director and is accountable for 4 areas:

1. Client experience
2. People management
3. Process management
4. Business and productivity management

 

Responsibilities:

Client Experience

• Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results. 
• Is informed about the contractual requirements and the detailed scope for each client.
• Ensures that SLAs for client service requests are met and regularly reviewed.
• Reviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfaction.
• Ensures that monthly service review calls with the clients are put in place as needed and attend the calls when needed.
• Highlights and escalates relevant matters that may impact the clients’ operations and proposes appropriate solutions and workarounds to mitigate the impact.
• Works effectively across the entire organization to resolve client issues, with Celergo Central, GIC, product teams, internal and external payroll partners.
• Manages clients’ escalations together with the iHCM service consultants, the CAM and, if necessary, with the NBS Sr. Manager/Sr.

 

 

People management

• Leeds a team of 3 up to 14 Associates, or as per the ADP recommended span of control
• Participates in the recruitment process for new hires.
• Ensures that all team members have the appropriate training plan and that skills and capabilities base meets work demand.
• Ensures that team members are up to date with knowledge of ADP processes, systems and policies.
• Identifies talent, works with HR to ensure that the appropriate development and succession plans are documented and put in place.
• Audits the work of the team members and assesses performance based on clearly defined KPIs
• Effectively manages team performance:
• Facilitates regular Check-ins with direct reports and weekly Stand-Out check-ins.
• Facilitates team meetings, team building and fun at work activities to increase engagement and team cohesion.
• Discuss challenges and achievements as related to clients with particular attention to the respect of timing and process standards.
• Provides regular and timely performance feedback, both positive and constructive.
• Participates in the performance management process by conducting quarter and annual performance reviews including making performance recommendations for salary, promotions/staff changes, separations.
• Recognizes and celebrates team and team member accomplishments and exceptional performance and defines performance improvement plans when needed to support the Associate getting back on track in meeting performance.
• Promotes BPI/BeX initiatives within the team and supports the team in process improvements.
• Works closely with the consultants and sr managers to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

 

Process leadership

• Monitors day to day operations to guarantee that the direct reports work ac