Job Description

ADP South Africa is hiring a Head of Services, to provide leadership and direction to the Service Team Managers, to be based in Gauteng and reporting to the Outsourcing Services Director.

• Are you ready to grow your career and lead a team at an established, respected, global company?

• Are you empathic to client needs, the people you lead, and internal partners to drive success? Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may be an opportunity for you. Read on and decide for yourself.

ADP is one of the leading payroll and HR service providers using latest technology solutions in South Africa. In this role, you will lead a team of Service Team Managers, who are responsible for servicing our clients in the region. You will also be a key member of ADP South Africa leadership team responsible for devising and delivering company's ambitious growth strategy. You will be working closely collaborating with teams across the globe to handle global clients.

Every day, you will ensure delivery of excellent service through focus on improving challenging client relationships, troubleshoot technical problems and engage technical teams where appropriate to assist, focus on NPS for client base and drive continual improvements in this metric, be visible to our clients, in terms of site visits and off site meetings where appropriate, manage stakeholders, including senior management at ADP, build and maintain high performing teams; and provide effective leadership, direction, management and oversight to circa 40 payroll specialists through your team of Service Team Managers.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityIncxc2xae Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP,watch here: https://adp.careers/Client_Services_Videos

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

Lead the Daily Activities of Your Team. You will develop standard process workflows and improve processes through the relevant channels such as the Business Excellence Team and BPI initiatives. You will implement policies, standards, and performance metrics to continuously improve productivity and service quality. You will analyse performance reports to identify trends and areas for improvement and prepare reports for your leadership. You will maximise NPS and use client feedback to identify and act upon areas for improvement.

Leadership. You will provide leadership, guidance, and direction to Service Team Managers and ensure they achieve organisational objectives You will identify development needs through regular engagement with the Service Team Managers and act as a mentor. You will be working closely with HR to ensure acquisition and developmet of high quality talent. You will manage and improve associate engagement results through effective and robust improvement plans.

Client Management. You will provide direction to your team on how to handle escalated client issues. You will leverage internal resources and use your product knowledge to assist in resolving client issues of a more complex nature. You will strive to hold your team responsible for exceeding client expectations in every interaction. You will ensure effective communication to clients, associates and colleagues in regard to all matters that may affect client payrolls / service delivery. Handle escalations personally to support your leaders and team members when needed. You will hold yourself to the highest ethical standards and live ADP's core value of "Integrity is Everything."

Implement Strategic Goals and Partner Internally. You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will collaborate with colleagues in other countries to establish best practices within ADP. You may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units. You will manage change positively and effectively and be an advocate for new products / processes.

TO SUCCEED IN THIS ROLE :

Required Qualifications:

• A degree in commerce or any related qualification / experience

Required Experience:

• At leastten years of client service experience
• At least five years at a management level

Required Skills, Knowledge & Attributes:

• Critical Thinking Skills
• Business Acumen Skills
• Effective Communication Skills
• Change Management Skills
• Knowledge of SA Payroll Legislation
• Knowledge of SA payroll tax legislation
• Knowledge of SA labour legislation
• Results Driven
• Customer Focused
• Influential
• Environmental Scan

BONUS POINTS FOR THESE:

• A post graduate qualification in a management development programme will be advantageous
• Experience in a Payroll Outsourcing environment will be advantageous
• Knowledge of other African countries payroll tax legislation will be advantageous

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourselfin a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest.Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being.We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.
• Get paid to pay it forward.Company-paid time off for volunteering for causes you care about.
  

What are you waiting for? Apply now!

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.

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.