Director, Service Delivery

ADP • Toronto, ON

8d • Hybrid

About The Position

ADP is hiring a Director, Service Delivery. This role is for individuals looking to grow their career in an agile, dynamic environment with opportunities to progress, learn through ongoing training, development, and mentorship, and be themselves in a culture that values equity, inclusion, and belonging. As Director, Service Delivery, you will leverage your Customer Service, Strategy, and leadership expertise to guide multiple teams, ensuring efficient service delivery operations and a productive and enjoyable working environment for employees. This role runs the operations of one of ADP Canada's largest, highest growth, highest profit, and highest revenue businesses. You will be responsible for supporting business growth, executing the strategic plan, and delivering optimal service to Majors Upmarket Clients. Working cohesively with peers cross-functionally, you will drive success and expansion through efficiency and quality improvements, inter-departmental integration, and associate retention and development. You will plan and conduct overall service delivery strategies to ensure efficient and effective delivery of customer-centric care. You will partner with the Director of Client Success to drive integrated strategies that optimize customer value by establishing key relationships across the customer organization.

Requirements

• Previous experience leading Service delivery teams.
• At least 8 years of experience.
• At least 5 years of people leadership experience.
• Ability to manage a team and develop leaders.

Nice To Haves

• MBA or advanced degree.
• Consulting experience.
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing.
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.
• Ability to work and thrive in a team environment, focused on achieving results.
• Ability to assess team members' performance and provide motivational support.
• Ability to work both independently and as part of a team.
• Strong client relationship building skills.

Responsibilities

• Manage client practitioner relationships to ensure strategic matters are addressed and resolved in a timely manner.
• Responsible for achieving NPS, internal quality, and client retention targets.
• Participate in organizational planning to support new clients, and ensure organizational protocols and preparedness is in place to support rapid growth while fostering strong client and associate engagement/satisfaction and retention.
• Lead and inspire the organization in human resource management activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals and rewards systems, employee relations, mentoring, and talent/career development.
• Establish clearly defined individual performance goals and objectives; communicates these to team members through meetings and performance planning and review sessions; provide periodic performance feedback and conducts annual performance reviews on all team members.
• Develop leaders of the future through succession planning and talent assessment.
• Evaluate direct reports on performance and complete annual performance appraisals.
• Provide leadership skills that support the organizational and strategic goals by effective and frequent communication.
• Serve as a resource for other team members, based on a strong working knowledge of team's responsibilities and goals.
• Manage strategic relationships with key stakeholders and effectively handle escalated matters and work with internal and external parties to bring issues to resolution.
• Proactively plan for YE preparedness and execution.

Benefits

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Director