ADP
Director of Operational Excellence
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Director of Operational Excellence
Location: Our Cheadle/Staines office
Hybrid working: 3 days in office and 2 days from home
Closing date: 7th September
Job Purpose:
Further developing and then leading ADP UK, Ireland & Sweden Operational Excellence and Transformation function, you will be focused on developing and executing plans that deliver exceptional service to our clients. You will seek out best in-class solutions across our teams and replicate across our UK, Ireland and India based associates. You will be focused on improving clients’ day-to-day operational experience, which will be demonstrated by an increased Net Promoter Scores (NPS), Likelihood To Recommend (LTR) and operational efficiency.
Building on your deep operational knowledge, you’ll deploy strategies that optimize resources, develop insightful MI suites and build-out a Quality Assurance function that provides enhanced operational control and oversight. Working as part of the Service Leadership team, you will play a key role in supporting the delivery of the Service teams’ vision of ‘Being ADP’s differentiator’.
THINGS YOU’LL DO:
- Leading operational teams to improve client experience
- Day-to-day leadership of the Quality Assurance team
- Ownership of knowledge management systems and resources
- Oversight and development of Business Intelligence functions
- Resource planning and oversight against budgeted FTE and costs
- Production of centralized BI that provides one version of the truth
- Development of best practice / metrics for resource planning
- Ownership of standard operating procedures and version control
- Identification of best practice and replication across the teams
- Leadership of Learning and Development team members
- Identification of technologies that will help deliver our vision
- Engagement with other Operational Excellence leaders across the globe
- Develop and champion operational efficiency gains
- Support, control and monitor actual FTE against agreed budget
- Identify ways to work smarter to drive associate engagement and better outcomes for clients
- Support the delivery stronger relationships between ADP and the clients
- Work with client facing teams to develop plans to protect client revenue
- Ownership and effective decision making which align with the business KPI’s, in particular Retention, Revenue, NPS and NOI
- Build brilliant relationships with our senior client contacts when required
- Proactively develop the team to ensure solid succession plans in order to futureproof the function
- Encourage, promote and demonstrate internal progression within ADP
- Operate a team structure that is aligned to deliver our retention and sales ambitions
- Deliver inspirational leadership to your group that results in improved associate engagement scores
- Play a key role within the Senior Service Leadership Team
- Perform other duties and business initiatives as required and as the Business dictates
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WHAT YOU’LL NEED:
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- Experience as an operational leader, preferably in professional Services/BPO or Employment Agencies with a solid track record.
- Excellent analytical and presentation skills are required, with the confidence to deliver at CxO and Excom level
- Networking and relationship building, internal to ADP and with Clients
- Influencing and negotiation at all levels to CxO and Excom
- First class verbal and written communication skills
- Ability to lead, motivate and develop a multi-functional team
- Teamwork and co-operation
- Financial and commercial acumen
- Excellent time management
- Flexibility
- Lateral thinking, innovation and problem solving
- Will to win and tenacity
BONUS POINTS FOR EXPERIENCE / KNOWLEDGE OF:
- Knowledge of HR & Payroll drivers and processes is an advantage
- Demonstrable experience and achievement in a senior operational role
- Good understanding of payroll legislation and working practices within a bureau environment is desirable
BENEFITS:
- 25 days holiday (you can also buy and sell up to 5 days each year)
- Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
- Study support
- Employee Assistance Program
- Company social events
- Annual bonus scheme
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