Job Details
**Service Delivery Manager**
Req Number: 214281
Category: Client Service
Posted Date: January 26, 2022
Work Location(s): Bogota , Cundinamarca , CO The Service Delivery Manager (SDM) is responsible for ensuring the overall quality and consistency of service delivered to the client, while maximizing ADP Celergos contribution profitability and increasing client satisfaction on enterprise accounts. The SDM is expected to have a proactive approach to client management, rather than reacting to queries. The SDM is a process champion, relationship focused, and is tasked with retaining and expanding the clients business. The SDM is also responsible for understanding each client specific process in order to make key recommendations for improvements and efficiency gains. The SDM must also work with his/her team members in other regions to effectively roll-up data, reports, and roll out new processes relating to the account.
This position reports to the Supervisor of Service Delivery. Each Client Account Manager (CAM) who works on specified enterprise accounts will be responsible for informing the SDM of client status, issues, and provide recommendations which will be reviewed by the SDM for effectiveness and scope.
**Essential Duties & Responsibilities**
Ensure accuracy and timeliness of each Enterprise Clients payrolls globally.
* Holding CAMs accountable for internal and external deliverables and deadlines by reviewing monthly checklists and related metrics for real-time status updates of the payroll.
* Review defects or gaps in each clients process to determine how to streamline the payroll process.
* If applicable, coordinate with the respective Regional Team Leads to make recommendation on how to increase productivity and efficiency.
Provide clients with:
* Strong critical problem-solving results by being available and proactively anticipating issues that may arise.
* Strong project management and project execution for client-specific projects. Ensure there are change control documents and/or work orders specifications for out of scope projects with agreement of fees in advance of project initiation.
* Keep clients contained to our scope of services by driving the terms of each specific SOW and ensure we are billing for all services accordingly.
* Create and deliver a cohesive playbook to the client. This should be delivered to the client within a pre-determined frequency, along with ensuring the playbook is kept up to date. This is and should be a fluid document that continues to grow.
* Standardized Metrics on a monthly basis, by the 10th of the following month.
+ Coordinate a quarterly call with the client to discuss metric trends and remediation planpotentially on-site.
+ Quarterly Business Reviews delivered to the client highlighting wins and areas requiring focus and the plan therein.
Manage the assembly and delivery of timely and accurate client-custom reports, including ensuring all CAMs are completing timely inputs of needed data.
Responsibility for interacting with the client, clients complete satisfaction with Celergo, and meeting or exceeding client contractual Service Level Agreements, including:
* Serves as the first point of escalation internally and externally ensuring effective escalation management, conduct root cause analysis and develop action plans for resolving recurring issues.
* Meeting with clients to ensure the soundness of ADP Celergos overall relationship with the account. Train, coach, and assist client team members to take-over and execution of key client account management dutiescreate redundancy within the team.
* Net Promoter Score (NPS) Account Owner and SDM is responsible for following up with the client and putting corrective measures in place.
* Creates initiatives and tasks that improve processes, efficiency, team effectiveness and/or customer service levels.
+ Provide clear visibility to the client in reduction of errors.
+ Eliminate client pain points and client dissatisfaction.
+ Roll out satisfaction survey for services rendered within a month.
+ Reduce client escalations.
Ensure each client payroll calendar is managed timely and effectively.
Work with Regional Team Leads along with Regional Leaders to ensure back-up coverage and cross-training is in place for client globally.
* Work with team to ensure ICP expertise and country compliance is appropriate to support client.
Serve as client advocate and collaborate internally and externally as needed to ensure client needs are understood and expectations are met. **Requirements:**
- Passion Client Service Management
- Education Bachelors degree from an accredited four-year college or university
- Experience Minimum of 2 years of related managerial and leadership experience in a service environment, preferably in ADP.
- Other Skills and Abilities:
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There is a lot happening at ADP. A lot of really exciting things. We are underway with a few different transformational efforts. We are moving from essentially what has been traditionally known as a payroll company to this broad-based really exciting human capital management company. It gives you the opportunity to get involved in a lot of different initiatives that have different levels of purpose and value for the organization. What I get most excited about are the opportunities we have here and to contribute to something, something big, that will be meaningful for our clients and peoples lives.
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**ADP Service and Implementation Team Insights**
[MUSIC PLAYING] [DESCRIPTION] Logo: ADP, Always Designing for People. [MUSIC PLAYING] [SPEECH: TARA] Hi, my name is Tara. I'm an Implementation Specialist at ADP. [SPEECH: ALISON] My name is Alison. I'm a Client Support Consultant. [SPEECH: DAVE] Hi, my name is Dave. I'm the Senior Support Consultant here at ADP. [DESCRIPTION] [SPEECH: ALISON] I love working with the clients. I love when they say, you know, you made my life so much easier. Thank you. [SPEECH: DAVE] I have to say probably the snack cart at year-end. I get all the free food. But no, realistically, I come because of the people. I mean, it's honestly the people why I sta