Process & Methodology Manager
REPORTS TO: Senior Director, Client Success Enablement Ops
POSITION SUMMARY: The ADP Global Payroll Organization is committed to providing World Class Service to clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates. The Process & Methodology Manager is responsible for ensuring the end-to-end process methodology is defined, tailored to Client Success business needs, and applied on a day-to-day basis across roles and regions. Mechanisms are established (various data modeling and analysis techniques) to discover insights that will support business decision-making, guide strategic decisions, and uncover optimization opportunities. The Client Success Process Methodology Manager will hold the end-to-end vision of the CSM processes and lead the creation/improvement of processes and templates in collaboration with CSM associates and other ADP Global Payroll Teams.
GENERAL RESPONSIBILITIES: Develop, deploy, and maintain CSM methodology, tools, and templates creation, updates, and improvements, partnering with global/regional SMEs and across workstreams (e.g., Product Management, Product Development, Field Services, Client Services, Implementation).Ensure continuous improvement of CSM methodology across GV-eTime/CSL, working where applicable with process stakeholders and/or tool owners to enhance it.Establish required mechanisms to ensure adherence of associates to the methodology, defining metrics, training gaps/opportunities, as well as quality processes to measure that.Closely collaborate with the Business Intelligence Leader on using data to help drive stronger processes.Work closely with the Knowledge & Academy in updating and providing relevant training on changing/evolving processes.Actively identify and support global alignment of CSM methodology, tools, and templates across regions.Support program/projects on standard methodology, tools, and templates and lessons learned for continuous improvement.Work closely with Knowledge & Academy to define the required Business Readiness activities to ensure the adoption of the methodology across the different segments.Work closely with Sponsors & Champions to ensure that any methodology process adjustment is properly reflected in tools/systems if applicable.Lead/actively participate in various Business Process Improvement initiatives representing the Client Success team and reflecting their outcomes in the established methodology and standards.Strong leadership and capacity to interact with all types of leaders in multiple departments.Overview on the Client Rollout for allocation preparation and system setup process quality, ensuring its accuracy, timeliness, and responsiveness adjusted to business needs and demand.
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