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Service Executive, TLM

Company: ADP
Location: El Paso
Posted on: January 11, 2022

Job Description:

ADP is hiring a Services Executive (Sr. Director Level) for our Time and Labor Management Small Business Services Organization.

This role reports to the SVP/GM within Small Business Services and is responsible for the development and implementation of our Time and Labor Management (TLM) client service/Implementation strategies and initiatives to achieve strategic goals included but not limited to revenue, sales and unit growth, quality service results, client engagement initiatives, P&L responsibilities, and client retention results.

At ADP we are driven by your success . We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


  • Directs the development and implementation of division-wide client service/implementation strategies focused driving quality, stellar service levels, client growth, improved productivity, and revenue/NOI goals.
  • Designs, executes and supports SBS strategy through service projects, account management and leadership direction, service models, technology deployment and associate development.
  • Establishes region-wide workforce management standards. Ensures consistent rollout of business processes and initiatives in accordance with SBS standards. Ensures alignment with SBS strategic objectives.
  • Evaluates small business service technologies and processes to determine how they can be effectively applied to facilitate achievement of client satisfaction and retention goals.
  • Partners with senior leadership including General Managers, Regional (Country) Directors, Sales VP's and Executives, and Finance, to identify opportunities for improved service and retention. Solicits feedback on critical initiatives.
  • Communicates strategic importance of projects to gain funding and buy-in from key constituents (leadership, IT, Marketing, all BUs, Sales, etc.) and to ensure success of initiatives and investments. Leverages relationships and collaborates on a regular basis with other functional areas to identify client and associate training needs, redevelop and manage profits/NOI and performance metrics, support service-related HR initiatives, and to comprehend service implications of sales and marketing changes. Prepares business cases with ROI justification for investments, enhancements, etc.
  • Identifies ideal client service and operational organizational structures, staffing levels and productivity standards for the talent acquisition solutions service organization within the appropriate domain of control.
  • Collects business intelligence through peer relationships, industry best practices, and client forums and roundtables.
  • Directs the development, monitoring, and distribution of performance metrics including scorecards, adherence to performance goals and other related metrics. Oversees client survey feedback process action planning and client retention results.
  • Establishes clearly defined department vision, and individual goals and objectives and communicates these to associates through department and performance planning.
  • Provides periodic performance feedback vs. objectives and conducts performance reviews on all associates. Develops, selects and motivates a highly effective management and leadership team. Responsible for hiring and terminating as required. Determine the department's training requirements and ensures timely and effective training schedules both formal and on-the-job, to enhance the skill base of the department.
  • Ensures that all business processes are compliant with numerous regulatory requirements
  • Provides input into the development of marketing materials for new and existing client delivery models as well as ensure branding is meeting market demands.
  • Drives business process continuous improvement efforts to address emerging market demands, changing product and service strategies and to achieve competitive success.
  • Partners with the senior most leaders in collaborative businesses to develop enhanced service models and strategies that maximize quality and the client experience, driving proactive solutions, service levels, quality, and other key metrics leading to increased client retention.
  • Represents the needs of the field service organization at the Corporate ADP level and is the key liaison with all Service Leaders in SBS, division and corporate executives regarding service related matters.
  • Partnership with Implementation leadership, cohesive region wide projects, seamless integration with campaigns, incentives and other region wide goals.PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
    MBA or other advanced degree.
    • Knowledge of Human Capital Management preferred.
    • Ability to analyze data, draw conclusions, and create strategies based on the conclusions.
    • Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting.
    • Ability to collaborate effectively across business functions.
    • Ability to respond quickly to changing business needs.
    • Ability to prioritize issues and work under the pressure of time constraints.
    • Ability to direct the design and implementation of processes and procedures.
    • Ability to manage and develop others.QUALIFICATIONS REQUIRED:
      • BA/BS in Business Administration, Human Resources, or the equivalent in education and experience.
      • 10+ years' experience in leadership and management plus at least 5 years of management experience including planning, budgeting, and associate development.Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
        Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.

Keywords: ADP, El Paso , Service Executive, TLM, Other , El Paso, Texas

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