The Service Delivery Manager (SDM) is responsible for ensuring the overall quality and consistency of service delivered to the client, while maximizing ADP Celergo's contribution profitability and increasing client satisfaction on enterprise accounts.
The SDM is expected to have a proactive approach to client management, rather than reacting to queries.
The SDM is a process champion, relationship-focused, and is tasked with retaining and expanding the client's business.
The SDM must also work with team members in other regions to effectively roll-up data, reports, and roll out new processes relating to the account.
This position reports to the Supervisor of Service Delivery.
Each Client Account Manager (CAM) who works on specified enterprise accounts will be responsible for informing the SDM of client status, issues, and providing recommendations which will be reviewed by the SDM for effectiveness and scope.
Essential Duties & ResponsibilitiesEnsure accuracy and timeliness of each Enterprise Client's payrolls globally.Hold CAMs accountable for internal and external deliverables and deadlines by reviewing monthly checklists and related metrics for real-time status updates of the payroll.Review defects or gaps in each client's process to determine how to streamline the payroll process.If applicable, coordinate with the respective Regional Team Leads to make recommendations on how to increase productivity and efficiency.Provide clients with strong critical problem-solving results by being available and proactively anticipating issues that may arise.Ensure strong project management and project execution for client-specific projects.Ensure there are change control documents and/or work orders specifications for out of scope projects with agreement of fees in advance of project initiation.Keep clients contained to our scope of services by driving the terms of each specific SOW and ensure we are billing for all services accordingly.Create and deliver a cohesive playbook to the client, ensuring it is kept up to date.Standardize metrics on a monthly basis, by the 10th of the following month.Coordinate a quarterly call with the client to discuss metric trends and remediation plan - potentially on-site.Deliver Quarterly Business Reviews to the client highlighting wins and areas requiring focus and the plan therein.Manage the assembly and delivery of timely and accurate client-custom reports, ensuring all CAMs are completing timely inputs of needed data, including global aggregated reports, GLs, and/or Billing templates.
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