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VP Client Service-Resource
Date: Aug 24, 2010
Location: Alpharetta, GA, US
Requisition #: TSCN28991
Division: TS-Administrative Services Offering
Job Title: VP Client Service-Resource
Country: United States
State: Georgia
City: Alpharetta
Locations: Georgia, Alpharetta
Employment Status: Full Time - Permanent
Job Responsibilities:
(Description)
BASIC FUNCTION
Sets the strategic direction of the ASO Human Resources Client Service organization to ensure efficient and effective delivery of the Human Resources value chain to the client base. Defines policies, procedures and standards for the support of ADP Resource Human Resources product as well as overall management the client relationship.
ESSENTIAL RESPONSIBILITIES
Client Management-Serves as overall account manager of the client base as it relates to the delivery of Total Service 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 at a level established by the region’s General Manager, 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. Acts as escalation point person for Resource HR Management and Associates. Collaborates with Division departments on strategic objectives and coordinates efforts between departments to meet those objectives. Consults with Division 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. (Approximate Weight 45%)
Department Management: Handles personnel duties for Resource HR Client Service Department including determining staffing needs, making selections recommendations, conducting performance appraisals, talent development, associate engagement, eTime and Concur administration 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. (Approximate Weight 25%)
Client Relationship Policy Management: Sets direction and develops the field service model, which includes all operating policies, procedures and standards required for the support of ADP's Resource product. Collaborates with other departments on strategic objectives and coordinates efforts between departments to meet those objectives. Communicates and modifies the strategies and services of the Human Resource team as business needs change. (Approx. Wt. 15%)
Financial Analysis: Conducts finiancial analyses of client contracts and provides client with perspective on the value of services provided. Provides client, HR Leaders and Associates with overall financial analysis and breakdown. Works with GM on potential concessions only when absolutley necessary. (Approx Wt. 15%)&bsp;
NON-ESSENTIAL RESPONSIBILITIES
Performs other related duties as assigned. REPORTING RELATIONSHIPS Supervisor: ADP Resource General Manager Supervision Received: Minimal Supervisory Authority: This position has responsibility for the effectiveness of the Human Resources organization. The position has 6-8 direct reports and responsibility for 75-80 associates in all. The VP of Client Services sets the priorities, monitors performance, and is involved in all human resource activities (hiring, terminations, performance, talent development, salary recommendation etc.
SPECIAL ACCOUNTABILITY
This position has significant impact on the level of service provided to our clients and client retention in a high-growth environment. Keeping the Human Resources Client Service organization focused on client needs and meeting/exceeding expectations is critical to our success.
This position focuses on client retention and is critical in successfully assisting new clients to deliver the human resources value proposition create teamwork between sales, implementation and operational areas.
Qualifications Required
(Experience, Skills, Academic): Qualifications:
1. Degree in Business Administration (or equivalent in education or experience). MBA or advance degree preferred. SPHR certification preferred.
2. Minimum 8-10 experience in senior leadership role in a fast-paced service environment. Progressive management experience in consulting or large corporate environment. Experience or familiarity in the PEO, ASO, Payroll or HR Outsourcing industries a must. Within years of experience, must possess at least 5 years of successful leadership experience. Must have experience with multiple larger complex clients and dealing with a broad range of HR-related areas at senior levels of organizations. Must possess integrity, ambition, and be results-oriented.
3. Has a strong understanding of the ASO concept, issues and operations and advanced client relationship management experience. Is able to manage multiple priorities and deliver high-caliber results. Demonstrated ability to lead others through tough situations.
4. Must possess strong financial and business acumen and savvy. Understands and is able to explain client pricing and profitability. Responds to internal and external requests for financial, client service and other reporting requirements. Assists GM in ongoing management of resources to ensure accomplishment of profitability and business goals defined in the business plan.
Advanced proficiency of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required. Familiarity with ADP systems (e.g., Enterprise, RUN, EZ Pay, Pay Expert, Auto Pay, Clarify, Knowledge Management tools & eStart) preferred.
Must possess an “executive” presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients. Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration. Ability to work under pressure with tight time frames. Excellent verbal and written communication skills, including presentation skills.
Ability to understand complex problem situations and effectively resolve.
Education: Bachelors
Job Category: Client Service
Area of Interest: Management
Division: TS-Administrative Services Offering
Job Title: VP Client Service-Resource
Country: United States
State: Georgia
City: Alpharetta
Locations: Georgia, Alpharetta
Employment Status: Full Time - Permanent
Job Responsibilities:
(Description)
BASIC FUNCTION
Sets the strategic direction of the ASO Human Resources Client Service organization to ensure efficient and effective delivery of the Human Resources value chain to the client base. Defines policies, procedures and standards for the support of ADP Resource Human Resources product as well as overall management the client relationship.
ESSENTIAL RESPONSIBILITIES
Client Management-Serves as overall account manager of the client base as it relates to the delivery of Total Service 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 at a level established by the region’s General Manager, 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. Acts as escalation point person for Resource HR Management and Associates. Collaborates with Division departments on strategic objectives and coordinates efforts between departments to meet those objectives. Consults with Division 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. (Approximate Weight 45%)
Department Management: Handles personnel duties for Resource HR Client Service Department including determining staffing needs, making selections recommendations, conducting performance appraisals, talent development, associate engagement, eTime and Concur administration 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. (Approximate Weight 25%)
Client Relationship Policy Management: Sets direction and develops the field service model, which includes all operating policies, procedures and standards required for the support of ADP's Resource product. Collaborates with other departments on strategic objectives and coordinates efforts between departments to meet those objectives. Communicates and modifies the strategies and services of the Human Resource team as business needs change. (Approx. Wt. 15%)
Financial Analysis: Conducts finiancial analyses of client contracts and provides client with perspective on the value of services provided. Provides client, HR Leaders and Associates with overall financial analysis and breakdown. Works with GM on potential concessions only when absolutley necessary. (Approx Wt. 15%)&bsp;
NON-ESSENTIAL RESPONSIBILITIES
Performs other related duties as assigned. REPORTING RELATIONSHIPS Supervisor: ADP Resource General Manager Supervision Received: Minimal Supervisory Authority: This position has responsibility for the effectiveness of the Human Resources organization. The position has 6-8 direct reports and responsibility for 75-80 associates in all. The VP of Client Services sets the priorities, monitors performance, and is involved in all human resource activities (hiring, terminations, performance, talent development, salary recommendation etc.
SPECIAL ACCOUNTABILITY
This position has significant impact on the level of service provided to our clients and client retention in a high-growth environment. Keeping the Human Resources Client Service organization focused on client needs and meeting/exceeding expectations is critical to our success.
This position focuses on client retention and is critical in successfully assisting new clients to deliver the human resources value proposition create teamwork between sales, implementation and operational areas.
Qualifications Required
(Experience, Skills, Academic): Qualifications:
1. Degree in Business Administration (or equivalent in education or experience). MBA or advance degree preferred. SPHR certification preferred.
2. Minimum 8-10 experience in senior leadership role in a fast-paced service environment. Progressive management experience in consulting or large corporate environment. Experience or familiarity in the PEO, ASO, Payroll or HR Outsourcing industries a must. Within years of experience, must possess at least 5 years of successful leadership experience. Must have experience with multiple larger complex clients and dealing with a broad range of HR-related areas at senior levels of organizations. Must possess integrity, ambition, and be results-oriented.
3. Has a strong understanding of the ASO concept, issues and operations and advanced client relationship management experience. Is able to manage multiple priorities and deliver high-caliber results. Demonstrated ability to lead others through tough situations.
4. Must possess strong financial and business acumen and savvy. Understands and is able to explain client pricing and profitability. Responds to internal and external requests for financial, client service and other reporting requirements. Assists GM in ongoing management of resources to ensure accomplishment of profitability and business goals defined in the business plan.
Advanced proficiency of Microsoft Office (i.e., Word, Excel, PowerPoint, Access, etc.) required. Familiarity with ADP systems (e.g., Enterprise, RUN, EZ Pay, Pay Expert, Auto Pay, Clarify, Knowledge Management tools & eStart) preferred.
Must possess an “executive” presence and skills to build strong, working relationships from front-line people to Senior Executives across business units and with clients. Must possess thorough knowledge and appreciation of quality and execution with a focus on a team-based approaching using collaboration. Ability to work under pressure with tight time frames. Excellent verbal and written communication skills, including presentation skills.
Ability to understand complex problem situations and effectively resolve.
Education: Bachelors
Job Category: Client Service
Area of Interest: Management
Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta
Job Segments: Consulting, Customer Service, Customer Service Representative, Executive, Finance, Financial Sales, Management, MBA, Payroll, Relationship Manager, Sales, Sales Consultant, Scheduler, Service, Technology, VP
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