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WFM/EeT Service Manager

Purpose

• Ensure that consistent delivery of optimal service and client satisfaction are aligned with the quality standards of the MNC Global Workforce Manager (WFM) and Enterprise eTIME (EeT) Services Division. Interfacing with clients and partnering with internal and external parties as needed to improve the Global WFM/EeT service level offering

• Work closely with Implementation teams during the deployment phase and with Client Success Management to ensure service objectives are met consistently

• Support associates and direct reports on Global WFM/EeT client service model, business acumen, communication skills, collaboration, and professional engagement expectations

• Provide operational reports to management and clients according to scheduled deadlines

• Monitor client requests for services to determine if service is within or outside of scope and if outside scope passes request to Project Services for pricing and approval

• Provide direction to technical support personnel regarding individual client assignments and high priority project delegation

Responsibilities

• Manage daily activities of functional team members to ensure delivery of optimal service, client satisfaction, retention, and profitability.

• Support the team members continuous development and learning.

• Mentor peers and clients on Global WFM/EeT service support model.

• Provide continuous performance feedback to team members and during annual performance evaluations.

• Identify and resolve issues affecting service delivery.

• Communicate regularly with clients to evaluate service satisfaction, to interface on day-to-day service delivery questions and provide them status reporting to client as appropriate.

Requirements

• Previous leadership experience is required

• Fluency in English, an additional European language is a plus

• Ability to manage service delivery

• Strong problem-solving skills

• Proven analytical ability

• Ability to multi-task and prioritize effectively

• Strong time management and organizational skills

• Strong oral and written communication skills

• Proven relationship building skills

• Experience with Global WFM/EeT or Kronos Workforce Central heavily desired but not required

• Technical background or skills are a plus

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.

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