Job reference #6170_8589686

ROLE PURPOSE

• Takes management responsibilities for BoB service teams which include Client Services, Account Relationship, Added-value service and Call Center
• Sets the strategic direction of the Client Service organization to ensure efficient and effective delivery of the HCM and Payroll outsourcing services to the client base and manage the client relationship. 

RESPONSIBILITIES
Client Management

• Serves as overall account manager of the client base as it relates to the delivery of HCM/payroll outsourcing services while maintaining profitability, including persuading clients of the value of our services, discussing with clients our pricing and invoicing philosophy in a manner designed to retain the client, maintaining the client survey scores, and providing support as needed to the sales process. 
• Develops and implements long and short-term strategies for the Client Service organization to ensure efficient and effective delivery of optimal service to the client base. Responsible for driving client retention numbers up and delivering message to clients and associates regarding the value proposition; creating and executing an account strategy that will help develop a value-based relationship with each client. 
• Collaborates with other departments on strategic objectives and coordinates efforts between departments to meet those objectives. Consults with other departments regarding business service challenges and assists in the development of solutions to enhance the service delivery platform. 
• Establishes quality and efficiency standards and ensures that these standards are measured and reviewed on an ongoing basis. 

Department Management:

• Handles personnel duties for the client facing teams (including Client Service team, Value-added team, Call Center, Account Relationship team), such as determining staffing needs, making selections recommendations, conducting performance appraisals, talent development, associate engagement and providing recommendations for salary increases and promotions. Ensures staff training and development and cross training to meet changing business requirements. Monitors individual development plans and maintains staffing training needs and records. 
• Oversee planning, utilization and improvement of overall facilities & manpower capacity and business processes of the client facing teams and drive for continued productivity improvement year on year as well as maintain a sustainable cost model for service team.
• Build a quality service team in Wuxi office and maintain the team’s ongoing daily operations and performance management.

Client Relationship Management:

• Sets direction and develops the service model, which includes all operating policies, procedures and standards required. 
• Collaborates with back office and other departments on strategic objectives and coordinates efforts between departments to meet those objectives. Communicates and modifies the strategies and services as business needs change.

QUALIFICATIONS & EXPERIENCE

• Bachelor degree or above
• Strong experience to manage a big team size at +100
• Strong experience in In-house HR or HR Shared Service Center management at a senior level
• Demonstrated effectiveness in identifying and addressing HR issues and client relationship.
• Proven ability to drive decisions and actions among diverse groups to achieve goals.
• Experience in assessing, developing, and reengineering business processes.
• Demonstrated success in effective communications and positioning of clients and business requirements under a variety of highly visible conditions.
• Ability to deal with rapid changes and ambiguity.
• Experiences to work in a matrix organization.
• Demonstrated thought leadership, analytical skills and decisiveness.
• Good command of both oral and written English

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.