Compliance Solutions Employment Tax Service Director

adpinternalcareers; Makati; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

ADP Philippines is seeking a Service Director to lead, direct, and optimize its service operations. You will be the delegate when executives are unavailable, ensure business continuity, and drive performance, quality, and associate engagement across the site.

You will partner with the Executive Leadership team, define goals, govern dashboards, and develop leadership capabilities in Operations Managers and Team Leaders to maintain Stellar service levels and a strong NPS.

Qualifications

• Experience directing service operations and executive liaison.
• Proven ability to drive performance metrics and dashboards.
• Strong leadership and people-management skills.

Responsibilities

• Coordinate with the Executive Leadership team and remote business unit partners to define goals and build balanced scorecards for ADP Philippines.
• Lead and execute performance and metrics reporting for Operations to contribute to site-wide dashboards and KPI tracking.
• Lead Operations teams with Managers and team leads to drive performance and hit targets.
• Develop leadership capability in Operations Managers and Team Leaders through coaching, mentoring and formal development plans.
• Oversee monthly/annual performance reviews, merit increases, and development plans.
• Drive employee engagement through effective communication, recognition programs and timely feedback.
• Coordinate hiring/staffing with Talent Acquisition, HR, Finance and Management to ensure effective selection and compensation controls.
• Align with ADP's Mission, Vision and Values and promote Stellar Service across the Operations organization.
• Collaborate with international units to share best practices and ensure consistent performance.

Skills

Leadership

Operations management

Performance reporting

Stakeholder management

Crisis management

NPS improvement

Job description

The Director provides effective management, direction and leadership to ADP Philippine's service operations
team. Assumes accountability and responsibility to meet or exceed the performance goal especially in the areas of
quality, associate retention, productivity and business unit key process indicators. Performs in the capacity of delegate
leader during the timeframe and shifts that the Executive Team/Department Heads are not in the office and henceforth is
the delegate escalation person for matters involving executive interaction, business continuity issues, workplace
emergencies, senior leadership coaching and guidance, and overall interruption of business operations. The Service
Director will be the individual who decides which issues or events warrant escalating to other Executives and Department
Heads during their hours of coverage.
The Service Director drives the reporting of operational performance, productivity, quality and overall effectiveness via the
dashboard process. Currently responsible for several diverse business processes supporting clients and associates
across global ADP.

• Coordinating with the Executive Leadership team and remote business unit partners to clearly define goals, build
  and maintain balanced scorecards for ADP Philippines.
• Lead and execute common, consistent and accurate performance and metrics reporting for Operations to
  contribute to the site-wide balanced scorecard and dashboard (weekly/monthly/annually).
• Lead ADP Philippines Operations teams with Managers and team leads to effectively drive performance and hit
  defined targets.
• Lead the leadership development strategy for the Operations Managers and Team Leaders to build leadership
  competency, business maturity and professionalism, and strategic thought and decision-making via a platform
  which supports coaching/mentoring, professional competency development, operational domain expertise, and
  various other developmental activities and initiatives that will strengthen the core leadership of the Operations
  departments.
• Lead the Operations performance management cycle consisting of monthly / annual performance & competency
  review process, merit increase process, personnel development plans, training plans and performance bonus
  assessment.
• Drive Operations associate's engagement using effective communications, high-energy recognition programs,
  open door policy, engagement activities (with the support of the site Engagement Lead) and timely feedback /
  execution.
• Define and lead operations hiring/staffing requirements and partner closely with Talent Acquisition, Human
  Resources, Finance, and Management ensuring effective selection, hiring and controlled compensation
  management.
• Gain commitment, alignment and engagements in ADP's Mission, Vision and Values. Ensure adherence to the
  value set, and if needs be, implement necessary disciplinary or personnel improvement plans with rigor ensuring
  balanced objective outputs. Champion and drive ADP Values leadership and culture; ensure that Stellar Service
  is adopted and implemented in all parts of the Operations organization.
• Partners with international business units to build relationships, develop site goals, drive consistent performance,
  ensure open and continuous communications and highlight areas of ADP Service Improvement.
• Lead as a more senior level client/partner liaison to international business stakeholder partners for functional
  operations and business process success, service level agreements, communication and shoring engagement
  models, etc.
• Launch and foster ADP Service innovation strategies inclusive of standardization and continuous improvement.
• Maintain maximum service levels during inclement climate/environmental conditions by building strategic crisis
  management plans.
• Drive a strong Net Promoter Score (NPS) for ADP Philippines as a strategic offshoring partner of choice for ADP.
• Increase cross business unit collaboration and drive the sharing of Operational Best Practices across all Business
  Units and functions in the Philippines.