Basic Functions

• Leadership of Bucharest based OTC team and rollout of consistent OTC processes in EMEA over time
• Development of finance associates across the functional teams
• Building key relationships across the business units as well as finance shared service teams
• Position and escalate client issues
• Correct and enforce policy and processes
• Accountable for delivering service goals, quality of contacts, financial objectives

Key Responsibilities

• Inspire a high performance EMEA OTC organization…establish and monitor service levels
• Provide regular updates (status/metrics) to senior management and business unit partners
• Establish and direct the workflows for all OTC associates that emphasizes outstanding client and associate experience
• Monitor client and associate satisfaction, inspect interactions, and drive continuous improvement
• Oversee timely and accurate recording of New Business Bookings, billing and collections
• Develop and implement programs and policies that result in productivity, quality and/or client service improvements
• Ensure effective use of technology & tools and ensure necessary training and development of associates
• Develop strong collaborative partnerships throughout the organization…serve as a escalation point as needed
• Identify & communicate client impacting issues to ensure timely remediation and root cause solution
• Proactively manage staff development including training, goal setting, coaching, and career planning
• Manage and administer all SOX key controls related to OTC business cycle

Skills/Competencies

• Results Oriented: Focused on achieving financial goals and targets
• Service Oriented: Understands the perspective of the client and takes actions to provide timely and accurate support
• Decision Making: Makes decisions in a timely manner after reviewing available information/alternatives…sees long term impacts
• Collaboration: Proactively partners with various associates across all business units…knows the people and escalates as needed
• People Management: Adapts style to needs of individuals for coaching, feedback, recognition and mentoring
• Innovation: Keeps current with industry/market trends and identifies opportunities to improve processes
• Agility: Keeps adapting to business, client, and technology changes

Reporting Relationship

• Hard line reports to VP Finance — Global Quote to Cash
• Dotted line report to CFO EMEA

Accountability

• Oversees billing and client payments for EMEA business. Errors and control deficiencies could lead to significant financial loss to ADP

Qualifications

• Education: Bachelor degree or equivalent in education required…CPA and/or Masters degree is a plus
• Experience: Must have minimum 10 years of prior management experience, including 3-5 years of supervising staff > 25
• Demonstrated success building highly skilled & performing teams…proven ability to mentor associates
• Demonstrated success performing under strict deadlines with performance based goals
• Experience in managing relationships with clients, internal associates and 3^rd parties
• Experience developing and/or re-engineering processes and tools
• Prior experience working in a service team environment is a plus
• Prior experience with OTC or Oracle OTC systems is a plus