VP, Service Delivery

Automatic Data Processing, Inc. (“ADP”) is about people. Although ADP has a strong history of providing solutions for human resource challenges, the Company strives to do more than that. ADP is about anticipating, thinking forward and taking action in a way that empowers ADP to shape the changing world of work.

ADP is a comprehensive global provider of comprehensive cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics and compliance expertise. Leveraging 60 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source. With nearly $10 billion in revenues and about 570,000 clients, ADP is proud to be named to FORTUNE Magazine’s “World’s Most Admired Companies®” list for 12 consecutive years.

ADP Canada’s 2,200 Canadian associates are proud to support more than 35,000 businesses from coast to coast. ADP Canada employs more certified payroll professionals than any other organization in Canada. ADP is a world leader in people management systems and services. More than 650,000 organizations and 34-million people around the world look to ADP for the tools and information they need to get things done. That’s why ADP Canada invests each year in research and development. They’re not just building a new HR system – they’re building a better workforce.

ADP pays one in four Canadians in the private sector. Their clients gain the freedom to focus more of their human and financial resources on the areas that give their company a competitive edge.

THE POSITION

Reporting directly to the GM of Majors Nationals the VP, Service Delivery UP/NAS contributes to the achievement of the organizations’ strategic vision and goals by partnering with the division’s senior leadership team to identify, develop and implement business-unit wide service strategies and growth initiatives. These initiatives are designed to improve client experience and gain an enhanced competitive position in the market. Drives efforts inclusive of HCM service strategy and methodology that result in increased business efficiencies to enhance and optimize client experience, increase client retention, and achieve profitable growth via market expansion.

The VP Service Delivery has national responsibility for all client service delivery responsibilities and will lead a team encompassing a range of functions including, Client Success, National Accounts, Major Accounts and HR Outsourcing.

Critical to success in this role will be the incumbent’s superior client experience leadership maturity, communication and collaboration skills, in addition to his/her creative problem-solving ability, stakeholder management and pragmatic business orientation. The successful candidate will be an experienced, confident, and results oriented leader that will build credibility and followership across the organization through high trust relationships. A “strategic do-er”, who moves seamlessly from strategy to execution, the VP, Service Delivery possesses an enterprise mindset with proven ability to assimilate complex information, develop a strategy and lead teams that execute flawlessly.

With accountability for managing the largest portion of ADP Canada’s revenue, the VP Service Delivery is considered to be a natural platform for succession planning for the GM of MAS/NAS.

 
SPECIFIC RESPONSIBILITIES

• Develop and implement the enterprise-wide service strategy for MAS/NAS.
• Lead an extremely complex organization, manage conflicting priorities, resources, and business needs to deliver on required targets.
• Build and lead a diverse, virtual and global team of associates all collaborating and working together to create an exceptional customer experience.
• Drive structured communication strategies and goals that align with overall business objectives while helping to build associate commitment, connection to the organization, and overall engagement.
• Effectively build the service delivery talent pipeline by acquiring, identifying, coaching, and developing high potential leaders for ADP’s future growth.
• Be the driving force in leading the behaviors, work ethic and values of the ADP culture while implementing an agenda of service optimization that embraces process re-engineering, role clarity and accountability, global staffing and quality.
• Lead the Client Service organization through continued transformation, identifying opportunities for digitalization and business process improvement to deliver upon required business results, ensuring successful implementation of appropriate solutions.
• Ensure delivery of exemplary client service by ensuring an appropriate service model is in place, modifying accordingly as business needs evolve.
• Continue to refine departmental performance metrics and oversee delivery of key performance indicators including achieving quality service and client retention targets. Work closely with Finance to bring even greater emphasis on Productivity Metrics and Business Analysis.
• As a member of the MAS/NAS leadership team, participate in establishing business direction, market and growth opportunities; lead departmental initiatives and drive organizational change as appropriately.
• Partner within and across the function to drive business wide initiatives and strategies that deliver on set goals and yield results.
• Collaborates with the other VP’s in MAS/NAS to ensure a seamless experience for our clients.
• Work closely with the Implementation and Sales organization to ensure client needs are met. Assist sales with key prospect clients. Help with negotiation and review of sales commitments, price discounting, and implementation timeframes.
• Identify opportunities to maximize revenue and ensure effective expense management; manages sales expectations regarding service delivery capabilities etc.
• Proactively visit key ADP Canada clients and business partners and addresses escalated client service issues appropriately.

IDEAL CANDIDATE PROFILE

• The ideal candidate possesses a bachelor’s degree combined with 10-15+ years of comprehensive client experience leadership background gained in a fast paced and complex technology driven businesses of relevant size and scope, where they have been tested in challenging change management leadership mandates that required agility and resilience.
• A veteran of client experience and sales, he/she brings a proven background with escalation and campaign management and building client journey maps.
• An inspirational leader with a track record of building and/or optimizing a complex client experience function and leading complex transformational change in a systematic way (people, processes, tools and mindset change), he/she has experience overseeing diverse, and geographically dispersed teams across multiple locations.
• He/she will possess a deep understanding of the changing marketplace, industry dynamics and competitive landscape, with great intuition about the relationship between the emerging marketplace and the client’s needs in order to deliver innovative client success results.
• The ideal candidate is a strategic, results-driven leader who aligns strategy to the vision and ensures that the strategy is quickly implemented into reality. He/she understands what it takes to execute and will be comfortable leading and implementing a big picture strategy, with a strong focus on execution.
• With outstanding interpersonal, influencing and negotiation skills, the ideal candidate is highly skilled at establishing and maintaining effective working relationships - both internally and externally, and brings the gravitas, confidence and professionalism to lead in key client interactions.
• Organizationally astute, he/she leads successfully in matrixed environments, distilling complexity and navigating through change to build consensus, collaboration and agility across the business.
• A strong team builder, player, mentor and coach, he/she has proven experience turning disparate groups into cohesive teams and building a strong coaching culture. He/she brings the ability to attract, assess, build and retain top talent, supporting succession and building out a leadership development agenda.
• Emotionally intelligent, approachable and with a low ego, he/she possesses exceptional listening skills and is intuitively responsive to the needs of different stakeholders. In this respect, he/she is a values-driven leader with an innate ability to effectively inspire and work through others, putting the needs of the team ahead of their own.
• Authentic, self-aware and an energetic and engaging personality and communicator, he/she will be resilient and will be able to speak on the organization’s behalf, effectively promoting new concepts and strategies and gaining buy-in.
• Bilingualism (English and French) would be an asset.

ATTRACTION

• This is a compelling opportunity to join a high performing organization in a key high impact leadership role during a period of exciting change and transformation. Strong global career potential is available based on performance.