Service Relationship Manager

**Position Title**:Service Relationship Manager

**Reporting Line**: Senior Manager, Relationship Management

**Position Purpose**:
Serves as the primary client contact with assigned Management and Executive levels, acts as an advocate and liaison to develop and maintain effective client relationships within an assigned portfolio to ensure the provision of products and service offerings are in line with client expectations and ADP service and quality standards.

This role manages the ADP relationship with our valued clients where professionalism, client focus and a high level understanding of HCM processes are important to the success of the partnership.

**Key Responsibilities**:

- Management of client accounts with a wide array of products and services spanning multiple businesses and products with a focus on having a thorough understanding of each client's business to effectively influence strategic direction of current and future needs
- Develop a thorough knowledge of the client portfolio and internal culture to align the resources, contacts, and opportunities to deliver on the service delivery agreements, and ADP's presence.
- Ensure client is informed on ADP strategy, products, and services evolution with intent to deliver on client expectations and create "Promoters"
- Acting as the primary point of contact through resolution/tracking. Assess impact of issues and assist in determining appropriate course of action. Manage and monitor action plans in accordance with agreements.
- Lead proactive partnering and consulting based on client key business issues and analysis of client data.
- Conduct regular Service Reviews to provide value to clients and ADP by analyzing operational trends against SLA’s and working with operational teams to identify gaps and coordinate with ADP and clients to drive consistent quality of service delivery and consistent service improvement to secure high client satisfaction (NPS), high retention rate and referenceability.
- Be the voice of ADP to the client and the client advocate into ADP
- Collaborate and proactively respond to and directly liaise with all internal stakeholders to resolve any significant client escalated issues
- Use effective strategies to ensure relational service excellence is delivered
- Contract management, renewals, additional business, commercial gestures and claims as required based on product
- Achieve team client retention targets
- Maintain a core understanding of client’s business to meet their needs and capitalise on new opportunities.
- Protect recurrent revenue by understanding client contracts to ensure profitability and quality
- Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients, whilst proactively promoting ADP’s products and services
- Establish and maintain strong working relationships with colleagues in the wider ADP businesses and others as appropriate to service client needs
- Proactively ensure that client portfolio contains a diverse range of referable clients
- Ensure that Client referenceability is maintained and up to date in CRM system
- Participate in internal championships and stretch assignments as required
- Build HCM knowledge through ongoing internal and external learning opportunities
- Other Duties from time to time as requested or required and not limited to the above

**Experience**:

- Minimum 5 years of related client success or relationship management or operational experience
- Demonstrated track record of successful relationships and strong client relationship building and retention across medium to large organisations
- Exceptional communication, interpersonal and presentation skills
- Time management and organizational skills
- Negotiation and influencing skills
- Proven ability to think outside the box to generate new and viable opportunities to improve relationships and increase profitability
- In-depth analytical, problem solving, reporting and strong metric experience
- Preference for Payroll, Time and Attendance and / or HCM industry knowledge.

**Certifications / Qualifications**:
Relevant tertiary qualification in a business/Technology/Marketing/Human Resources/Finance

**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.