Managed Services Manager

3 months ago

Mulgrave, Australia ADP Full time

**Position Purpose**:
Management of ADP's Managed Services team and associated operational activities ensuring achievement of operational objectives. The role requires oversight and management of the MS team, to drive process re-engineering in all MS processes and to deliver high levels of client service and satisfaction.

**Key Responsibilities**:

- Manage the processing team to deliver high level service outcomes in line with strategic objectives of the business
- Provide reporting and analysis on key business success metrics, making recommendations for improvements and managing the quality and performance across all members of the team
- Management, planning and scheduling of payroll allocations for both new and existing clients to maintain appropriate levels of service, productivity and resourcing
- Engage and meet with clients on a proactive basis to ensure client satisfaction and retention
- Engage and meet with clients in relation to the escalation and investigation/rectification/timeframes of issues
- Plan and maintain appropriate headcount, ensuring all vacancies are managed and hired in liaison with the HR and Recruitment team
- Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development and succession management in conjunction with the HR team
- Plan and facilitate the training and development of associates in order to maintain and develop skill levels and enable career advancement through succession planning
- Implement and recommend process improvement initiatives to drive performance improvements across the operation
- Provide regular feedback to all direct reports
- Develop a positive team culture embracing the company mission, vision and values with particular emphasis on motivation, recognition and celebration of success
- Positively promote the off-shoring programme ensuring that the team are engaged in the change initiatives and contributing towards the business plan
- Facilitate regular team and on-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement
- Provide effective leadership on ad-hoc projects to support the business as required.

**ADP Leadership Expectations**:
**Business Leadership**
- Strategy and Planning: Answers the question "Where are we going?"
- Results Accountability: Focuses on ensuring we attain objectives
- Financial Management: Applies understanding of ADP financial levers to achieve business results

**People Leadership**
- Impactful Communication: Flexes Communication methods to engage with people
- Building Talent: Deliberately builds capability for short and long term
- Relationship Building: Develops internal and external relationships required for success

**Market Leadership**
- Client Focus: Explicitly factors client perspective into decision making
- Outside In Perspective: Understands and acts upon trends in the external market
- Bias for Growth: Takes bold action to strengthen business results.

**Experience**:

- A minimum of 3-5 years' experience in a management role within a Customer Service environment (medium to large organisation).
- Demonstrated experience in building talent within teams
- Significant experience in change management (process and culture)
- Sound experience with monthly reporting, analysis and team activity planning
- Solid experience in workload allocation and development of schedules
- Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
- Experience with various coaching models, as leadership & communication/feedback mechanisms
- Understanding of client contracts and Service Level Agreements
- Experience with talent and performance management processes
- Resource planning and work allocation/scheduling.

**Skills**:

- Team Management
- Analysis & Reporting
- Results Accountability
- Process Improvement
- Planning & Scheduling
- Service Delivery
- Stakeholder Management.

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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