1+ months

Software Service Manager - 600640313192019

Barcelona, Catalunya 08007
  • Job Code
    600640313192019

Global eTIME Service Manager

BASIC FUNCTION:

Ensures the consistent delivery of optimal service and client satisfaction are aligned with the quality standards of the MNC Global eTIME Services Division. Interfaces with clients on services delivery issues and provides resolution. Partner with internal and external parties as needed to improve the Global eTIME service level offering.

 

ESSENTIAL RESPONSIBILITIES:

  • Manages daily activities of functional team members to ensure delivery of optimal service, client satisfaction, retention, and profitability.

 

  • Provides continual internal communications to enhance the organizations' effectiveness in dealing with critical client issues.

 

  • Works closely with Implementation staff during the deployment phase and with Service Relationship Management to ensure service objectives are met consistently.

 

  • Mentor peers and clients on Global eTIME service support model

 

  • Support associates and direct reports on Global eTIME client service model, business acumen, communication skills, collaboration and professional engagement expectations

 

  • Oversees the coordination of services through various sites within eTIME Services.

 

  • Ensures appropriate distribution of client assignments to team personnel.

 

  • Communicates regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions.

 

  • Provides status reporting to client as appropriate.

 

  • Identifies and resolves issues affecting service delivery.

 

  • Provides operational reports to management and clients according to scheduled deadlines.

 

  • Participates in decision making process within the sites, as required, concerning client support issues and procedures.

 

  • Provides performance feedback to team member's during annual performance evaluations.

 

  • Manages and maintains client service budgetary expense in line with projected plans.

 

  • Monitors client requests for services to determine if service is within or outside of scope and if outside scope passes request to Project Services for pricing and approval.

 

  • Evaluates new accounts generated by sales to ensure the most efficient distribution of client responsibility within the team.

 

  • Provides direction to technical support personnel regarding individual client assignments and high priority project delegation.

 

 

NON-ESSENTIAL RESPONSIBILITIES: Performs other duties as assigned.

 

SPECIAL ACCOUNTABILITY:Responsible for retention and satisfaction for a client base dependent on level of client complexity.

 

EDUCATION: Bachelor's degree or equivalent in education and experience

EXPERIENCE: Four to six years in implementation, account management, or operations experience in the following areas: payroll, time and labor management, time and attendance, workforce management, benefits, human resources, human resources information systems. Problem resolution with various levels of complexity and priority.

GENERIC SKILLS:

  • Ability to manage service delivery
  • Strong problem solving skills
  • Proven analytical ability
  • Ability to multi-task and prioritize effectively
  • Strong time management and organizational skills
  • Strong oral and written communication skills
  • Proven relationship building skills
  • Experience w/ Enterprise eTIME or Kronos Workforce Central heavily desired but not required
  • Technical background or skills are a plus

 

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-04-12 Expires: 2019-06-13

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Software Service Manager - 600640313192019

ADP
Barcelona, Catalunya 08007

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