Job reference #6170_8548166
Unlock Your Career Potential: Leadership at ADP. At ADP, we’re passionate about leading the way in Human Capital Management. Through leading-edge innovation, we’re quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you’ll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.
BASIC FUNCTION:
- The role of the Workforce Operations Executive is to support the Small Business Services (SBS) organization and enhance the client experience by leading a team of highly skilled professionals in workforce management and call mentoring.
- Work effectively with the SBS Executives to meet the needs of clients and reinforce the ADP value proposition by ensuring that the proper tools and infrastructure are in place to support new business offerings and to enhance existing services.
- This leader must influence SBS leaders at all levels to drive standardization of staffing, recruiting, interviewing, on-boarding, resource management, call mentoring, quality survey and talent development activities across the 3 distinct business lines and teams to ensure consistency, efficiency and effectiveness with the goal of providing a stellar experience for both internal and external clients.
ESSENTIAL RESPONSIBILITIES:
- Staffing Strategy Support: Monitor sales/productivity data; develop data-driven staffing models; forecast and plan for staffing needs. Strategic focus & staffing models must support forecasting, recruiting, hiring and on-boarding for all roles across all 3 service lines (HR, Benefits and Payroll)
- Recruiting and On-Boarding: Drive enhancements, standards and best practices in all related programs/processes & focus on the automation of the on-boarding process
- Workforce Management Team: Strategic decision-making using forecast, planning, trend history and real-time data plus schedule management of all service resources to ensure capacity to provide Stellar Service to our clients
- Call Mentoring Team: Deliver quality coaching and guidance to Service associates to develop, motivate and empower them to excel in providing Stellar Service to clients
- Quality Survey Process Management: Define, create and execute the quality survey and transaction survey strategy for Comp Services
- Talent Development & Associate Engagement: Focus on development opportunities for new associates, creating associate feedback mechanisms
- Drive operational efficiencies by monitoring, enhancing and streamlining system and process flow with emphasis on automation and training.
- Align with other SBS Executives to make the best use of client feedback and market information. Partner with MAS-Comprehensive Services Executives, as required, on business service strategies for a seamless client experience.
- Possess a strong knowledge of ADP products and operations. Contribute to the development of service strategies through the highly effective use of technology. Collaborate with other areas of the SBS organization to ensure alignment and proactively work together on shared initiatives.
- Build and effectively manage a diverse team of professionals in a high growth environment, including Call Mentoring Mgr, Call Mentors, Workforce Planning Manager & Coordinators, Project Leader. Monitor staffing numbers and metrics to ensure adequate staff to support the business and to meet future business plans and financial objectives.
REPORTING RELATIONSHIPS:
Supervisory Authority: Directly supervises Call Mentoring Mgr, Call Mentors, Workforce Planning Manager & Coordinators, Project Leader.
ACCOUTABILITY:
- Accountable for the performance of the Comprehensive Services organization to ensure delivery of optimal service. Must meet set objectives including client reference-ability, client satisfaction scores, client retention metrics, associate retention metrics and the introduction of new services.
QUALIFICATIONS:
Education:
- A Bachelor’s Degree in Business Administration, or other related field.
Experience:
- At least 10 years of management experience with 3-5 years experience supervising a team of exempt level professionals.
- At least 5 years of Workforce Mangement experience, including forecasting, scheduling and real time analytics.
Skills :
- Innovative – High growth start-up; strategic plan forecast is 900 associates in 5 years (effective recruiting/selection, on-boarding and engagement/retention programs are essential).
- Visionary — able to identify where the business needs to go and develops a plan on how to get there.
- Ability to encourage new and innovative approaches to developing the SBS organization by anticipating and adapting to internal and external client needs.
- Comprehensive understanding of the ADP organization and Human Resource principles and is able to leverage that knowledge to build on future initiatives.
- Experience building and maintaining highly collaborative and effective working relationships with Third Party Vendors and other areas of the Small Business Services organization
- Strong leadership skills with a proven track record of developing strong management teams in a self directed work team environment.
- Skilled in setting aggressive measurable goals and objectives. Motivated by the challenge of achieving specific results within a high growth environment that is constantly evolving.
- Must possess excellent communication, presentation and facilitation skills.
- Strong technical knowledge.
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Success Factors :
- Alignment, Talent Development, Adaptability, Service Orientation/Client Focus, Collaboration, Influence.
Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
