SBS - Client Services -professionals @ ADP

Manages Deputy Manager / Assistant Manager-Operations 6 to 8 or more direct reports as and when the business grows Uses excellent planning and organizational skills with the ability to direct the operations performance and manage competing priorities and projects Uses strategic objectives as a basis for establishing performance parameters for the team Operation delivery responsibility of units as specified Ensure on-time deliveries with Best-in-Class Quality and Productivity standards Put in place appropriate quality systems to ensure a strong culture of reporting and Copyright 2025 ADP, Inc evaluation of defined metrics and a focus on continuous improvement and operational excellence Relentless focus on constantly improving Associate and end-user experience

Work Experience 12-15+ years of operational and management experience with 2-4 years in a manager role in an Inbound voice/chat function 5+ years experience in Service Delivery using the offshore delivery model, preferably in a large Multinational organization Specific Skills Excellent planning, organizational skills, and interpersonal skills Excellent presentation both verbal and written skills are required Proven ability to manage multiple projects and multiple relationships simultaneously Proven ability to effectively direct and lead an operation in attaining client satisfaction, associate engagement, and performance management Think from an end-to-end perspective to improve customer experience Ability to take risks to improve, be decisive, and have a strong data-driven approach to all aspects of work Possesses good judgment and the ability to foster teamwork Ability to resolve conflicts and bring out convergence Knowledge of approaches, tools, and techniques for gaining the cooperation and support of others Ability to work in a Matrix structure and collaborate and work effectively as part of a team Ability to address training and career development needs of individuals, teams, and organizations