ESI Service Payroll Manager

In this role, it's all about enabling our clients to be more effective employers by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide “Everyday Excellence” and improve our client’s experience. (P.S. Did you know that the majority of our customers are not only satisfied, but they'd recommend ADP to someone else?) As a Service Delivery Manager, you will be accountable for managing service delivery for client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction. What you’ll do: Responsibilities Accountable for managing payroll service delivery to live clients and all service delivery teams Attract, motivate, develop, and retain service associates and team leaders to maintain a healthy & highly engaged service organization Focus on service SLA management and customer satisfaction across relevant customer base and ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used. Demonstrate continuous improvement of productivity resulting in increased cost effectiveness and value. Ensure and monitor the processes in place to pro-actively protect consistent service quality through rigorous management. Ensure service resources, team skills & capabilities, and team capacity to support sustainable business growth. Provide expert problem management support to difficult, high profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed. Lead the whole team to maintain good client relationship with live clients and maximize exiting account growth opportunities. Build & maintain collaborative working relationship with different teams in Southeast Asia (SEA), e.g., Sales, Implementation, GPT, Finance, HR, etc. To succeed in this role: Required Qualifications Education: Any commerce or arts graduation and an MBA is preferred Experience: At least 10+ years in handling payroll operations and anchoring a team. Ability to prioritize critical client issues. Able to analyse and bring resolution to client complexities, complex system, and processing issues Able to lead a big team and deliver key objectives such as client retention rate, NPS, service operational KPIs Have solid understanding of HR / Payroll operations and processes. Strong knowledge on compensation structure, payroll and statutory laws is vital. Ability to showcase experience in use of Excel. Ability to articulate well and create strong connects with internal and external stakeholders. Bonus points for these: Preferred Qualifications Confident, high energy, self-motivated and a true team player Ability to drive results via strongly influencing the actions of others through communication, negotiation, and persuasion Ability of problem identification and resolution Ability to work under pressure while meeting deadlines and driving results Strong organizational skills with the ability to effectively prioritize work and multi-tasks Well-developed interpersonal skills, with an ability to communicate well at different levels for complex issue Customer service focused. Effective time management, organization, and planning skills required. Strong interpersonal, conflict resolution and mentoring skills expected. A little about ADP We are a comprehensive global provider of 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. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition. 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. 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