Job Information
ADP Process & Methodology Manager in Barcelona, Spain
Process & Methodology Manager
REPORTS TO: Senior Director, Client Success Enablement Ops
POSITION SUMMARY:
The ADP Global Payroll Organization is committed to providing World Class Service to clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.
The Process & Methodology Manager is responsible to ensure the end-to-end process methodology is defined, tailored to Client Success business needs and applied on day to day across roles and regions, and mechanisms are established (various data modelling and analysis techniques) to discover insights that will support business decision making, guide strategic decisions and uncover optimization opportunities. The Client Success Process Methodology Manager will hold the end-to-end vision of the CSM processes and lead the creation/improvement of processes and templates in collaboration with CSM associates and other ADP Global Payroll Teams across the board.
GENERAL RESPONSIBILITIES:
Develop, deploy, and maintain CSM methodology, tools and templates creation, updates and improvements, partnering with global/regional SMEs and across workstreams (e.g. Product Management, Product Development, Field Services, Client Services, Implementation...)
Ensures continuous improvement of CSM methodology across GV-eTime/CSL, working where applicable with processes stakeholders and/or tool owners to enhance it.
Establish required mechanism to ensure adherence of associates to the methodology, defining metrics, training gaps/opportunities as well as quality processes to measure that.
Closely collaborates with the Business Intelligence Leader on using data to help drive stronger processes.
Work closely with the Knowledge & Academy in updating and providing relevant training on changing/evolving processes.
Actively identify and support global alignment of CSM methodology, tools and templates across regions.
Support program/projects on standard methodology, tools and templates and lessons learned for continuous improvement.
Works closely with Knowledge & Academy to define the required Business Readiness activities to ensure the adoption of the methodology across the different segments.
Works closely with Sponsors & Champions to ensure that any methodology process adjustment is properly reflected in tools /systems if applicable.
Lead/ actively participate in various Business Process Improvement initiatives representing the Client Success team and reflecting their outcomes in the established methodology and standards.
Strong leadership and capacity to interact with all types of leaders in multiple departments.
Overview on the Client Roll out for allocation preparation and system set up process quality, ensuring its accuracy, timeliness and responsiveness adjusted to business needs and demand.
Making decisions on team priorities and the workload of dotted line reportees.
Ability to work independently, while working with other GV/CSL teams (IMP, Service, Partner Network, Sales, Product, Legal, Billing)
Support global communications on methodology and business process improvement updates.
Create and sustain and workforce planning activities and timelines.
Performs other related duties as assigned.
Required skills:
• Good understanding of Client Success methodologies and processes.
• Minimum 2 years of ADP CSL business experience.
• Senior stakeholder management.
• Bachelor's Degree or higher education, or equivalent experience.
• Functional consulting or project/program mgmt.
• Desired PMI-PMP, Lean Six Sigma experience or certification or proven process design experience.
• Advanced knowledge of MS Office Tools (MS Excel, Outlook, Word, and Power Point) - MS Visio is a plus.
• Thorough knowledge of ADP CSL products/tools:
o Medallia
o CGC
o eService (Siebel)
o Billing systems
o EB compare
o HCM Integration
o Service Site – SharePoint
o Portal Convergence
o MyView
o Insights Dashboards
o GlobalView
Necessary attributes:
• Self-motivated/takes initiative and proven ability to work independently or in a team.
• Good coaching and mentoring and conflict resolution experience.
• Demonstrated ability to multi-task, probe, analyze trends, problem solve complex issues and recommend appropriate course of action.
• Excellent interpersonal and follow-up skills
• Superior verbal and written communication skills, ability to speak fluent English.
• Supportive of ADP's vision by demonstrating professionalism and maintaining confidentiality
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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