This role can be remote within the Central or Mountain Time regions only
ADP is hiring a remote Executive Relationship Manager. In this position you will
be responsible for the effective management of HRO clients in the Private Equity
Space. Develops and enhances strategic business partnerships by fully engaging
and building trust with our clients' key decision makers to drive client
retention/improve loss prevention. Possesses a complete understanding of our
clients' financial position and objectives, business objectives, strategic
objectives and requirements to proactively demonstrate and deliver increased
value through life cycle of the client. Identifies new service and/or product
opportunities that support our clients from the recruiting stage to the
retirement stage; coordinates as necessary with Sales. Acts as liaison between
the client and ADP, serving as an empowered internal client advocate.
Responsible for maintaining client satisfaction and client retention; oversees
the entire client experience. Includes approximately 25-30% travel based on
client needs.
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.
RESPONSIBILITIES:
Relationship Management
Build trust with clients' key decision makers to drive client retention and
improve loss prevention.
Develop a value-based relationship with each client, resulting in maximum
utilization of Comprehensive Services technology and service offerings.
Assume account responsibility at time of client sale.
Set and manage client expectations and be the point person for client
contract questions and billing, being empowered to act or escalating them as
appropriate.
Act as an empowered internal client advocate, and partner with
implementation, service and other support teams to deliver Stellar Service.
Oversee resolution of critical service issues and follow-up from quality
survey feedback.
Proactively ensures client satisfaction through regular conference calls and
periodic client visits.
On an annual basis, recap all activities completed on clients' behalf and
discuss goals and objectives for upcoming year.
Applies HCM industry and practitioner knowledge to understand and support our
assigned client's business objectives as defined by the Relationship
Management business strategy. Increased complexity of multinational clients
will require knowledge of all ADP global products.
Practitioner knowledge in a leading capacity for business intelligence is
preferred to increase value of relationship.
Onsite quarterly visits are conducted with Executive Contact to recap
accomplishments in support of client initiatives and to discuss future goals
and objectives.
Product knowledge includes ADP global products.
Product Knowledge and Utilization
Maintain a working knowledge and understanding of the ADP Comprehensive
Services product and service suite and, where applicable and relevant,
effectively demonstrate the value of each to the client, using additional
resources where available and appropriate.
Coordinate communication among the various service partners, business
partners, and third parties.
Work with clients to plan and deliver an effective portal rollout, resulting
in client and employee utilization and satisfaction.
Use ongoing status calls to identify areas where core services can be more
effectively utilized and where additional services and support can be of
value.
Product knowledge includes domestic and global product platforms.
Manages the relationship along with counterparts in other divisions to ensure
seamless ADP / client engagement.
Collaboration/Partnerships
Through empowerment and leadership, and with a focus on client advocacy,
build relationships and coordinate with internal ADP teams and third parties,
enabling seamless delivery of ADP Services and demonstrating One ADP and
Stellar Service.
Work with sales teams to educate BPO District Managers about the product and
partner with them on qualified prospect calls and support reference process.
Partner with RMD to address client issues and assist in driving resolutions.
Works closely with global ADP partners for a quality rollout of new services
to each country.
Onsite sales presentations with Sales team conducted as needed.
Ownership
Identify, develop, coordinate and project manage delivery of additional
service opportunities.
Communicate and promote key ADP initiatives to the client (e.g., user group
meetings, product enhancements, etc.).
Serve as an escalation point for all functional areas and coordinate
responses and delivery of solutions.
Partners with Project Managers and internal global partners and participates
in internal governance calls with Senior Leadership to communicate progress
and awareness of project status and risk mitigation steps.
Leadership
Mentor and coach RM colleagues, and service team associates as appropriate,
on product knowledge, process and procedure, relationship skills and
development activities.
Participate in and/or lead functional Project Groups through a Team
initiative, as assigned.
Be open to being mentored and coached.
Serves as knowledge source for Relationship Managers outside the team to
supplement knowledge of global practices and issues.
Human Resources Consulting
Understand and stay up-to-date on clients' HR strategy and tactical needs.
Work with clients as a partner, keeping clients short and long-term HR goals
in mind.
Participate in client HR planning meetings/decision-making, and help client
establish and update HR plans and develop plans to meet set goals.
Partner with the Service Team to ensure quality, timeliness, and
effectiveness of all work delivered.
Translate the Service Team best practice information into strategic plans
that align with each client's goals, objectives, culture, mission, vision and
values.
Strategic HR Best Practices Expertise
Partners with clients to proactively lead transformation and recommendations
for process improvements through use of ADP's Standard Operating Procedures
to ensure client adheres to defined best practices for Comprehensive
Services.
Initiates ADP Change Control process when client's requirements are beyond
scope of services defined in the Agreement.
Applies knowledge of global HR practices to client planning sessions.
Share best practices in managing a global workforce and creating policies
that are consistent with domestic and global strategy.
Acts as service champion for US-based and liaison for global-based services.
Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
A combination of at least 5-7 years with demonstrated proficiency in managing
client account relationships with multi--process HCM technology and
outsourcing services.
Seeks to understand and meet customers' needs along with building rapport and
cooperative relationships with customers and responds quickly to meet
customer needs. Takes personal responsibility for resolving customer problems
and demonstrates commitment to exceeding customer expectations along with
delivering on commitments to customers. You will keep customers' needs at
forefront of decision making and actions
Demonstrates and fosters honesty and integrity. Actively includes ethical
considerations in daily business activities and Investigates, documents and
addresses allegedly unethical behavior. Reinforces the role of ethics in
everyday business activities and encourages attention to ethical issues in
all business activities and is viewed by others as a role model for ethical
business behavior and personal integrity
Experience with Executive Leaders and C-Suite highly necessary
Accepts responsibility and operates with commitment, effectiveness and
determination along with demonstrating ownership and accountability of
goals/assignments and takes prompt action.
Ability to travel once or twice a month to see Private Equity backed clients
Expert knowledge of ADP's infrastructure and ADP's traditional and new
product/services in business processing, outsourcing, and global support
required.
Extensive experience building relationships and understanding a client's
needs is essential.
Qualifications
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the
following:
Demonstrated proficiency in managing larger more complex client account
relationships with multiple products.
Prior practitioner experience with Benefits, HR, and / or Payroll in a
corporate management or leadership position is a plus.
Approaches change or newness positively-demonstrates flexibility in the face
of change by quickly adjusting behavior-Remains open to new ideas and new
approaches-Seeks information to understand change and rationale for
change-Supports change decisions and efforts
Works with others to set performance goals-Identifies and prioritizes
required key actions and behaviors-Clarifies roles and
responsibilities-Communicates expectations-Aligns goals with vision.
Encourages and supports accountability and engagement
Listens to and involves others, develops relationships for goal achievement
and values. Uses differences and seeks other's ideas. Shares information,
ownership, and successes with others. Demonstrates commitment to team-along
with anticipating impact on others. Also, works toward win-win solutions with
peers and customers.
Seeks change opportunities that can lead to substantial benefit and
challenges paradigms, applies new solutions to problems and, acts as catalyst
for change and continuous improvement. Seeks and utilizes different
perspectives and ideas and encourages and supports imaginative and creative
solutions
Bachelor's Degree or its equivalent in education and experience with a Major
Area of Concentration in Business, Accounting, Marketing, HR