VP – Service Operations (National Accounts Services)
Req Number: 251147
Category: Client Service
Posted Date: April 25, 2024
Category: Client Service
Posted Date: April 25, 2024
Work Location(s): Alpharetta, GA, US
ADP is hiring a VP of Service Operations within our National Accounts Services organization.
In this role as VP of Service Operations, we are seeking a strategic and experienced leader to join our National Account Services (NAS) Senior Leadership Team. Reporting directly to the Business Unit President, the successful candidate will play a pivotal role in shaping and implementing the business operations strategy, while leading and overseeing our operations management programs and systems across the organization.
This Senior Leader plays a critical role in ensuring the success of the business by fostering an operational excellence culture and partnering with the Senior Leadership Team to implement robust operations management practices designed to support the growth of our $1.3B organization.
The VP of Service Operations will manage 7 direct Sr. Leaders with ~300 indirect associates globally.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
What you’ll do: Responsibilities
Develop and Implement Business Operations Strategy:
- Craft and execute growth-focused operations strategy initiatives aligned with organizational goals and business requirements.
- Collaborates with the NAS President and senior Leadership Team to drive the organizational vision, global footprint, and operational excellence culture through our Business.
- Ensure the execution of the ongoing BU operating cadence to ensure that business results, strategies and initiatives deliver to expectations.
Operational Excellence and Governance:
- Translate strategy into actionable plans to maximize efficiency and implement initiatives to support business growth and generate positive experiences for our clients and associates.
- Partner closely with peer group to meet strategic objectives, drive accountability and operational excellence maturity through our $1.3B organization.
- Proactively monitor operating results against plans and objectives, taking adequate steps to correct shortfalls in performance through field partner collaboration.
- Influence innovative thinking that results in highly effective service and relationship management solutions, allowing NAS to remain highly competitive.
- NAS liaison with ADP Enterprise Wide Functions (IT, Marketing, Product Management, Human Resources, Risk, etc.) and other Business Units on ADP enterprise initiatives, technology alignment and other areas of collaboration.
- Drives continuous business process improvements to satisfy competitive challenges and to achieve optimum operational productivity and performance.
Team Leadership:
- Provide strategic vision, leadership, and oversight to the NAS operations team, fostering a culture of collaboration, innovation, operational excellence, and continuous improvement.
- Enable a high performing culture focused on business alignment and business growth.
- Build strong relationships and partnerships across ADP and NAS, to deliver strategies in support of our organization, and impacting approximately 4,000 associates.
TO SUCCEED IN THIS ROLE: Requirements
- This position will sit in our Alpharetta, GA location.
- Minimum 12+ years’ experience.
- Advanced degree in Business Management, Business Operations, or a related field.
- Proven experience and track record as a senior executive leader in Operations Management, preferably in a global organization.
- Ability to influence organizational change in a highly matrixed and complex environment.
- Strong knowledge of operations management frameworks, methodologies, and best practices.
- Excellent strategic thinking and decision-making skills.
- Demonstrated business transformation and business continuity planning experience.
- Effective communication skills and demonstrated experience collaborating with diverse teams and stakeholders at all organizational levels.
- In-depth understanding of regulatory requirements and industry standards.
- Ensures business partnering with key stakeholders to set the standards to achieve and lead strategic initiatives.
- Identifies ideal service organizational structure, staffing levels, tools, training (associate and client), and productivity standards and reporting.
- Prepares business cases with ROI justification for investments.
- Ensures consistent rollout of initiatives in alignment with National Accounts’ strategic objectives.
- Leverages relationships to provide the best possible tools, training, and support of service initiatives.
- Proactively partners with functional leaders to monitor the health of the business as it relates to client satisfaction, service, relationship management, operations, security, and training.
- Show excellent decision-making skills, time management, presentation, and organizational skills with the ability to effectively direct/impact the business unit’s overall operations to maximize revenues and profits.
- Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication, and business judgment. Experience in a matrix organization.
BONUS POINTS FOR THESE: Preferred qualifications
- Relevant certifications, such as Lean Six Sigma, Operations Management Program, PMP, etc.
- Proven experience and track record as a senior executive leader in Operations Management, preferably in a global organization.
- Ability to influence organizational change in a highly matrixed and complex environment.
- Strong knowledge of operations management frameworks, methodologies, and best practices.
- Demonstrated business transformation and business continuity planning experience.
- In-depth understanding of regulatory requirements and industry standards.
- Possess in-depth working knowledge of overall operations and have proven proficiencies in prioritizing critical client issues and identifying team needs.
YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:
- Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
- Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
- Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
- Continuously learn through ongoing training, development, and mentorship opportunities.
- Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
- Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
- Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
- Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.
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