SBS - Client Services - South 164059

2 weeks ago

Pune, Maharashtra, India ADP Full time ₹ 1,20,000 - ₹ 3,12,000 per year
Overview & Scope:
Develop and lead to day operations of a key strategic ADP team in India. Operationally,
The growth of this team is based on its ability to scale processes so that we can raise the
scope and quality of services, while at the same time improving operating costs and
margins. The role entails overall responsibility for all aspects of day-to-day operations,
including but not limited to:
Driving strong associate engagement
Driving strong end-user and Client relationships
Driving Operational Excellence through KRA / SLA adherence
Nurturing a culture of Innovation and Business Process Improvements
Basic Function:
Delivers on the business goals for the respective business function.
Works with all stakeholders on initiatives like Associate Engagement, Client
Engagement, Dashboards, Career progression, sharing of best practices, campus
recruitment, etc. (Experience in an international voice process/customer service
process is required)
Work collaboratively to achieve world-class service, operational excellence, and
constantly innovate to improve the business processes, including partnering with
Product.
Establishes appropriate structure and responsibilities for attaining business
objectives.
Constantly evaluate results to meet performance objectives and map accordingly.
Manager Responsibilities:
Manages Deputy Manager / Assistant Manager-Operations 6 to 8 or more direct
reports as and when the business grows.
Uses excellent planning and organizational skills with the ability to direct the
operations performance and manage competing priorities and projects. Uses
strategic objectives as a basis for establishing performance parameters for the team.
Operation delivery responsibility of units as specified.
Ensure on-time deliveries with Best-in-Class Quality and Productivity standards. Put
in place appropriate quality systems to ensure a strong culture of reporting and
Copyright 2025 ADP, Inc.
evaluation of defined metrics and a focus on continuous improvement and
operational excellence.
Relentless focus on constantly improving Associate and end-user experience. ##LI-DNI QualificationsWork Experience
years of operational and management experience with 2-4 years in a
manager role in an Inbound voice/chat function.
5+ years experience in Service Delivery using the offshore delivery model,
preferably in a large Multinational organization.
Specific Skills
Excellent planning, organizational skills, and interpersonal skills
Excellent presentation both verbal and written skills are required.
Proven ability to manage multiple projects and multiple relationships simultaneously.
Proven ability to effectively direct and lead an operation in attaining client
satisfaction, associate engagement, and performance management.
Think from an end-to-end perspective to improve customer experience.
Ability to take risks to improve, be decisive, and have a strong data-driven approach
to all aspects of work.
Possesses good judgment and the ability to foster teamwork. Ability to resolve
conflicts and bring out convergence.
Knowledge of approaches, tools, and techniques for gaining the cooperation and
support of others.
Ability to work in a Matrix structure and collaborate and work effectively as part of
a team.
Ability to address training and career development needs of individuals, teams, and
organizations.
Flexible with night shifts

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