Automatic Data Processing, Inc. (“ADP”) is about people. Although ADP has a
strong history of providing solutions for human resource challenges, the Company
strives to do more than that. ADP is about anticipating, thinking forward and
taking action in a way that empowers ADP to shape the changing world of work.
ADP is a comprehensive global provider of comprehensive cloud-based human
capital management (HCM) solutions that unite HR, payroll, talent, time, tax and
benefits administration, and a leader in business outsourcing services,
analytics and compliance expertise. Leveraging 60 years of experience, ADP
offers the widest range of HR, payroll, tax and benefits administration
solutions from a single source. With nearly $10 billion in revenues and about
570,000 clients, ADP is proud to be named to FORTUNE Magazine’s “World’s Most
Admired Companies®” list for 12 consecutive years.
ADP Canada’s 2,200 Canadian associates are proud to support more than 35,000
businesses from coast to coast. ADP Canada employs more certified payroll
professionals than any other organization in Canada. ADP is a world leader in
people management systems and services. More than 650,000 organizations and
34-million people around the world look to ADP for the tools and information
they need to get things done. That’s why ADP Canada invests each year in
research and development. They’re not just building a new HR system – they’re
building a better workforce.
ADP pays one in four Canadians in the private sector. Their clients gain the
freedom to focus more of their human and financial resources on the areas that
give their company a competitive edge.
THE POSITION
Reporting directly to the GM of Majors Nationals the VP, Service Delivery UP/NAS
contributes to the achievement of the organizations’ strategic vision and goals
by partnering with the division’s senior leadership team to identify, develop
and implement business-unit wide service strategies and growth initiatives.
These initiatives are designed to improve client experience and gain an enhanced
competitive position in the market. Drives efforts inclusive of HCM service
strategy and methodology that result in increased business efficiencies to
enhance and optimize client experience, increase client retention, and achieve
profitable growth via market expansion.
The VP Service Delivery has national responsibility for all client service
delivery responsibilities and will lead a team encompassing a range of functions
including, Client Success, National Accounts, Major Accounts and HR Outsourcing.
Critical to success in this role will be the incumbent’s superior client
experience leadership maturity, communication and collaboration skills, in
addition to his/her creative problem-solving ability, stakeholder management and
pragmatic business orientation. The successful candidate will be an experienced,
confident, and results oriented leader that will build credibility and
followership across the organization through high trust relationships. A
“strategic do-er”, who moves seamlessly from strategy to execution, the VP,
Service Delivery possesses an enterprise mindset with proven ability to
assimilate complex information, develop a strategy and lead teams that execute
flawlessly.
SPECIFIC RESPONSIBILITIES
- Develop and implement the enterprise-wide service strategy for MAS/NAS.
- Lead a complex organization, manage conflicting priorities, resources, and
business needs to deliver on required targets.
- Build and lead a diverse, virtual and global team of associates all
collaborating and working together to create an exceptional customer
experience.
- Drive structured communication strategies and goals that align with overall
business objectives while helping to build associate commitment, connection
to the organization, and overall engagement.
- Effectively build the service delivery talent pipeline by acquiring,
identifying, coaching, and developing high potential leaders for ADP’s future
growth.
- Be the driving force in leading the behaviors, work ethic and values of the
ADP culture while implementing an agenda of service optimization that
embraces process re-engineering, role clarity and accountability, global
staffing and quality.
- Lead the Client Service organization through continued transformation,
identifying opportunities for digitalization and business process improvement
to deliver upon required business results, ensuring successful implementation
of appropriate solutions.
- Ensure delivery of exemplary client service by ensuring an appropriate
service model is in place, modifying accordingly as business needs evolve.
- Continue to refine departmental performance metrics and oversee delivery of
key performance indicators including achieving quality service and client
retention targets. Work closely with Finance to bring even greater emphasis
on Productivity Metrics and Business Analysis.
- As a member of the MAS/NAS leadership team, participate in establishing
business direction, market and growth opportunities; lead departmental
initiatives and drive organizational change as appropriately.
- Partner within and across the function to drive business wide initiatives and
strategies that deliver on set goals and yield results.
- Collaborates with the other VP’s in MAS/NAS to ensure a seamless experience
for our clients.
- Work closely with the Implementation and Sales organization to ensure client
needs are met. Assist sales with key prospect clients. Help with negotiation
and review of sales commitments, price discounting, and implementation
timeframes.
- Identify opportunities to maximize revenue and ensure effective expense
management; manages sales expectations regarding service delivery
capabilities etc.
- Proactively visit key ADP Canada clients and business partners and addresses
escalated client service issues appropriately.
IDEAL CANDIDATE PROFILE
- The ideal candidate possesses a bachelor’s degree combined with 10-15+ years
of comprehensive client experience leadership background gained in a fast
paced and complex technology driven businesses of relevant size and scope,
where they have been tested in challenging change management leadership
mandates that required agility and resilience.
- A veteran of client experience and sales, he/she brings a proven background
with escalation and campaign management and building client journey maps.
- An inspirational leader with a track record of building and/or optimizing a
complex client experience function and leading complex transformational
change in a systematic way (people, processes, tools and mindset change),
he/she has experience overseeing diverse, and geographically dispersed teams
across multiple locations.
- He/she will possess a deep understanding of the changing marketplace,
industry dynamics and competitive landscape, with great intuition about the
relationship between the emerging marketplace and the client’s needs in order
to deliver innovative client success results.
- The ideal candidate is a strategic, results-driven leader who aligns strategy
to the vision and ensures that the strategy is quickly implemented into
reality. He/she understands what it takes to execute and will be comfortable
leading and implementing a big picture strategy, with a strong focus on
execution.
- With outstanding interpersonal, influencing and negotiation skills, the ideal
candidate is highly skilled at establishing and maintaining effective working
relationships - both internally and externally, and brings the gravitas,
confidence and professionalism to lead in key client interactions.
- Organizationally astute, he/she leads successfully in matrixed environments,
distilling complexity and navigating through change to build consensus,
collaboration and agility across the business.
- A strong team builder, player, mentor and coach, he/she has proven experience
turning disparate groups into cohesive teams and building a strong coaching
culture. He/she brings the ability to attract, assess, build and retain top
talent, supporting succession and building out a leadership development
agenda.
- Emotionally intelligent, approachable and with a low ego, he/she possesses
exceptional listening skills and is intuitively responsive to the needs of
different stakeholders. In this respect, he/she is a values-driven leader
with an innate ability to effectively inspire and work through others,
putting the needs of the team ahead of their own.
- Authentic, self-aware and an energetic and engaging personality and
communicator, he/she will be resilient and will be able to speak on the
organization’s behalf, effectively promoting new concepts and strategies and
gaining buy-in.
- Bilingualism (English and French) would be an asset.
ATTRACTION
- This is a compelling opportunity to join a high performing organization in a
key high impact leadership role during a period of exciting change and
transformation. Strong global career potential is available based on
performance.
