Sr. Director- Service Operations - Retirement Services at Florham Park

Requisition #: 59437
Job Title: Sr. Director- Service Operations - Retirement Services
Country: United States
State: New Jersey
City: Florham Park
Employment Status: Full Time
Job Responsibilities:

Benefits at ADP. It’s what our clients turn to us for…The best in HR benefits and administration solutions so they can focus on what’s important to them. With us, you combine your expertise with our industry leading products to deliver the best in integrated solutions to our clients.

Sr. Director- Service Operations – Retirement Services

Summary

This executive position reports directly to the Divisional VP of Service for Retirement Services (RS) and is responsible for all internal client support functions within the Service Delivery Organization (Service, Implementation, Sales Support, Operations, etc). These functions include:

• Workforce Management
• Service Tools and Technology
• Offshoring Oversight & Leadership
• Reporting and Analytics
• Disaster Recovery and Business Continuity
• Security
• Regulatory Compliance (i.e. Fee Disclosure)
• Facilities

 

ESSENTIAL RESPONSIBILITIES:

• Provides strategic direction for a comprehensive tier II / technical support organization, with associated processes, tools and infrastructure to provide support to Retirement Services associate Service organization.
• Provides strategic direction for a centralized workforce management organization that performs workforce planning for the entire RS organization. Develops workforce strategies that align with RS strategic initiatives (US and India). Evaluates and deploys tools and technology to support RS Workforce Management needs.
• Works with the field and the corporate real estate organization in the development and execution of RS facilities and real estate strategy.
• Responsible for owning, developing and managing RS regulatory compliance (i.e. Fee Disclosure) service and product initiatives, in support of industry regulations, industry and ADP requirements.
• Responsible for developing and executing RS Global Disaster Recovery and BCP strategies.
• Represents RS at the Corporate Fraud and Security Council.

   

REPORTING RELATIONSHIPS:

Supervisor: DVP Service

Supervisory Authority: 25+ associates

 RequirementsExperience, Skills, Academic:

Education:

• BA/BS in Business Administration, or the equivalent in education and experience, required.
• MBA or advanced degree preferred.

Experience:

• 10+ years of management experience including: planning, budgeting, cost control, process improvement and associate development/performance management.
• Extensive experience in a client service management capacity, with in-depth knowledge of Service Center operations and call center tools as well as off-shoring experience.
• Proven track record of successfully managing a growth business in a service industry.
• Demonstrated people leadership and development experience.

Skills:

• Proven skills in organizational direction, process improvement, organizational time management, goal- setting, motivation, negotiation, interpersonal relations, verbal/written communications and human resource management.
• Must have ability to work under pressure of time constraints in a potentially stressful client service environment.
• Ability to create productive, professional relationships across functions Demonstrated knowledge of PC applications.

ADP Skill / Competency Requirements:

• Innovation Service Orientation/Client Focus
• Communication
• Leadership
• Talent Development
• Relationship Building
• Professional / Technical Expertise
• Resilience
• Results Orientation

ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.

Job Category: Management
Area of Interest: General Management
Locations: United States, Florham Park, NJ

Country: USA, State: New Jersey, City: Florham Park, Company: ADP - Automatic Data Processing.