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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.

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.