Technical Services Manager
ADP
Chertsey - Surrey
3d ago

Full-Time

JOB TITLE : Technical Services Manager

DEPARTMENT : Service Processing

LOCATION : Chertsey or Cheadle

REPORTS TO : Head of Processing Service

JOB PURPOSE :

  • Effective Management of Team resources and processes to ensure delivery of service excellence to internal stakeholders
  • Building and maintaining effective internal relationships at multiple levels
  • Leading and developing a team of Associates
  • KEY RESPONSIBILITIES : To ensure delivery of excellent service through,

  • Leading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcing
  • Maintain awareness and support of ADP policies and procedures, with particular emphasis on data security and regulatory requirements
  • Achieving internal stakeholder satisfaction liked to client satisfaction
  • Driving service, process, operational and product enhancements and improvements
  • Effective change leadership in support of constant evolution
  • Effective escalation management and response
  • KEY DUTIES / TASKS :

  • Day to day management of the team through development of direct reports including management of recruitment and induction process, absence, appraisals, performance management, and training.
  • Ensure awareness of wider service level agreements between ADP and clients and driving a culture of service excellence with this in mind
  • Understanding of Net Promoter Score (NPS) feedback and ensuring Associates are driven in support of this
  • Carry out 1 : 1s and regular check ins with Associates, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans (PDPs).

  • Conduct root cause analysis and implement solutions, often working with other departments to prevent reoccurrence of challenges
  • Detailed understanding of team capacity and productivity for planning and resource management to ensure correct resourcing of operations and an ability to respond to constant change
  • Effective change leadership
  • Heavy focus on data security and ensuring this is top of mind for all associates as well as other key business priorities such as, but not limited to, anti money laundering
  • Leading and working with other departments on cross-functional improvement projects including Business Process Improvement and a continual focus on better, smarter, faster and more productive ways of working
  • SUPERVISORY RESPONSIBILITIES : Reports to the Head of Processing Service, with responsibility for leadership and direction of up to 10 associates. SKILLS AND KNOWLEDGE :

  • Leadership
  • Payroll Knowledge (desirable)
  • A technical / problem solving approach to challenges
  • Strong customer service skills
  • Change management
  • Process and quality improvement
  • Microsoft Office, including Excel, Word and PowerPoint
  • Understanding of Net Promoter Score (NPS) (desirable)
  • EDUCATION AND EXPERIENCE :

  • Proven track record of effective operations management
  • Experience of working with and consistently delivering to client SLAs
  • Effective relationship building and networking
  • Proven track record of continuous improvement
  • Experience of Human Capital Management (HCM) and Payroll Services (desirable)
  • Operations management : capacity planning, resource management, skills management, performance measurement and management, quality management and continuous improvement
  • Awareness of bureau environments (desirable)
  • Chairing and managing internal and external meetings
  • Effective communication skills, both verbal and written, at all levels
  • Apply
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