Job Summary:

The role of the Manager MS Italy is to ensure the delivery of service excellence for clients through building and maintaining effective internal relationships and acting as a liaison for payroll-related processing.

The role of the Manager MS Italy will ensure that all activities are performed in a manner that meets ADP and client expectations and ADP Service standards.

The Manager MS Italy has a direct relation with the Snr Manager Impl & Service and is accountable for 4 areas:

1. Client experience

2. People management

3. Process management

4. Business and productivity management

Responsibilities :

Client Experience

• Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results.

• Ensures that quality and SLAs of the payroll delivery to the client are met and achieves internal and external client satisfaction

• Reviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfaction

• Ensures that monthly service review calls with the clients are put in place and attend the calls when needed

• Highlights and escalates relevant matters that may impact the running of client payrolls and proposes appropriate solutions and workarounds to mitigate the impact

• Respond to client and take appropriate action ensuring timely review and resolution of issues

• Works effectively across the Central organization to resolve client issues

• Manages clients’ escalations together with the Payroll Specialists/Sr. Payroll Specialist/SME’s and, if necessary, with the Service Sr. Manager/Service Directors.

People management

• Participates in the recruitment process for new hires

• Ensures that all team members have the appropriate training plan as defined in the job description and that skill and capability base meets work demand

• Reviews and improves training plans (onboarding, continuous learning etc.) in coordination with the Central organization and the Service Delivery Sr. Manager /Director

• Ensures that knowledge and expertise of ADP processes and ADP systems are up to date

• Identifies talent, works with HR to ensure that the appropriate development and succession plans are created and put in place

• Establishes a relationship that nurtures open and honest communication

• Facilitates team meetings, team building and fun at work activities to increase engagement and team cohesion

• Discuss challenges and successes as related to assigned clients with particular attention to the respect of timing and process standards

• Participates in the performance management process by conducting 3 month and annual performance reviews including making performance recommendations for salary, promotions/staff changes, separations

• Recognizes and celebrates team and team member accomplishments and exceptional performance and defines performance improvement plans when needed to support the Associate getting back on track in meeting performance

• Promotes BPI initiatives within the team and supports the team in process improvements

Process leadership

• Monitors day to day operations to guarantee that the direct reports work according to their defined role and meet agreed upon KPI’s and SLAs

• Effectively and consistently manages process of changes (including roll out, communication, monitoring and controlling)

• Supports BPI in process and best practices definition

• Delivers process improvement initiatives to drive operations effectiveness and efficiency

Business leadership

• Focuses on Impactful Communication, Talent Building and Relationship Building to develop internal and external relationships required for success.

• Drives a performance-based culture that engages associates to achieve excellence

• Monitors and reports on performance metrics related to assigned clients

• Acts as a day-to-day liaison within BU team

• Maintains payroll procedure manuals and business process documents

• Highlight and escalate relevant matters that may impact the payroll process and ensure follow-up until resolution

• Ensures detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations in coordination with the Service Sr. Manager/Director and the BU.

• Contributes with ideas and is actively involved in strategic actions to attract potential job candidates

• Maintains awareness and support of ADP values, policies and procedures

• Analyses and resolves complex issues encountered within the team

• Demonstrates strong analytical and problem-solving skills for complex payroll environments

• Leading and working with other departments and CoEs on cross-functional synergy and improvement projects

• Manages customer payroll processing when the volume requires

Education & Experience:

• Degree or Equivalent: Bachelor’s Degree

• Major Area of Concentration: IT / Business / Accounting

• Work Experience: 5+ yrs

Knowledge and Skill Requirements:

• Business proficiency in Italian and English (min. B2 level)

• Mastery of Microsoft Office suite (Excel, Word, PowerPoint)

• Leadership skills

• Customer Service Skills, Client focus

• Payroll industry specific knowledge and expertise

• Knowledge in working with HR applications

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.