Global Payroll Manager

Job Summary:

The role of the Global Payroll Manager is to ensure the delivery of service excellence for clients through building and maintaining effective internal relationships and acting as a liaison for payroll-related processing.

The role of the Global Payroll Manager will ensure that all activities are performed in a manner that meets ADP and client expectations and ADP Service standards.

The Global Payroll Manager has a direct relation with the Service Director CoE, Global Payroll and is accountable for 4 areas:

• Client experience

• People management

• Process management

• Business and productivity management

Responsibilities:

Client Experience

• Builds and maintains relationships with clients and internal partners to foster trust, commitment, accountability and results.

• Is informed about the contractual requirements and the payroll scope for each client.

• Ensures that timeliness, payroll output accuracy and SLAs of the payroll delivery to the client are met and achieves internal and external client satisfaction.

• Reviews and analyses the Net Promoter Score (NPS) and client’s feedback and create management action plans, as appropriate to meet client’s satisfaction.

• Ensures that monthly service review calls with the clients are put in place and attend the calls when needed.

• Highlights and escalates relevant matters that may impact the running of client payrolls and proposes appropriate solutions and workarounds to mitigate the impact.

• Works effectively across the Central organization to resolve client issues.

• Manages clients’ escalations together with the CAM and, if necessary, with the Service Sr. Manager/Sr. Service Director.

People management

• Leeds a team of 3 up to 14 Associates, or as per the ADP recommended span of control

• Participates in the recruitment process for new hires.

• Ensures that all team members have the appropriate training plan as defined in the job description and that skills and capabilities base meets work demand.

• Reviews and proposes improvement actions to training plans (onboarding, continuous learning etc.) in coordination with the Central Knowledge & Academy organization and the Global Payroll Sr. Manager.

• Ensures that team members are up to date with knowledge of ADP processes, systems and policies.

• Identifies talent, works with HR to ensure that the appropriate development and succession plans are documented and put in place.

• Audits the work of the team members and assesses performance based on clearly defined KPI-s (As for example, number of payrolls, payroll accuracy, NPS, respect of payroll calendars and SLAs, etc.)

• Effectively manages team performance:

• Facilitates regular Check-ins with direct reports and weekly Stand-Out check-ins.

• Facilitates team meetings, team building and fun at work activities to increase engagement and team cohesion.

• Discuss challenges and achievements as related to assigned clients with particular attention to the respect of timing and process standards.

• Facilitates goal setting.

• Provides regular and timely performance feedback, both positive and constructive.

• Acts as mentor and career coach.

• Participates in the performance management process by conducting quarter and annual performance reviews including making performance recommendations for salary, promotions/staff changes, separations.

• Recognizes and celebrates team and team member accomplishments and exceptional performance and defines performance improvement plans when needed to support the Associate getting back on track in meeting performance.

• Promotes BPI initiatives within the team and supports the team in process improvements.

• Works closely with the Global Payroll Sr. Manager and other Global Payroll Managers / Supervisors to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

Process leadership

• Monitors day to day operations to guarantee that the direct reports work according to their defined role and meet agreed upon KPI’s and SLAs.

• Ensures that client SOPs and business process documents are up to date.

• Effectively and consistently manages process of changes (including roll out, communication, monitoring and controlling).

• Supports BPI in process and best practices definition.

• Delivers process improvement initiatives to drive operations effectiveness and efficiency.

Business leadership

• Focuses on Impactful Communication, Talent Building and Relationship Building to develop internal and external relationships required for success.

• Drives a performance-based culture that engages associates to achieve excellence.

• Monitors and reports on performance metrics related to assigned clients.

• Improves organization, process, tools, using ADP WAY methodology.

• Highlight and escalate relevant matters that may impact the payroll process and ensure follow-up until resolution.

• Ensures detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations in coordination with the Global Payroll Sr. Manager and the BU.

• Contributes with ideas and is actively involved in strategic actions to attract potential job candidates.

• Maintains awareness and support of ADP values, policies and procedures.

• Analyses and resolves complex issues encountered within the team.

• Demonstrates strong analytical and problem-solving skills for complex payroll environments.

• Works with other departments and CoEs on cross-functional synergy and improvement projects.

• Exceptionally manages CAM operational activities when required.

Reports & Performance Metrics:

• NPS score as per BU Celergo target, low number of escalations.

• Performing the transactions monitoring to ensure standard SLAs are meet (productivity per CAM, accuracy, responsiveness, respect of the payroll milestones, service requests management etc.).

• High engagement: Engagement Pulse & low turnover – As per BU Celergo & ADP Romania targets.

• Stand Out adoption & weekly check-ins.

• Timely and meaningful performance evaluations.

• Low security incidents number – As per BU Celergo & ADP Romania targets.

• Number of implemented Ideas, Design Thinking, Improve Academy projects – As per BU Celergo & ADP Romania targets.

Education & Experience:

• Degree or Equivalent: Bachelor’s Degree

• Major Area of Concentration: IT / Business / Accounting

• Work Experience: 5+ yrs

Knowledge and Skill Requirements:

• Business proficiency in English (min. B2 level). Bilingual language skills are a plus.

• Mastery of Microsoft Office suite (Excel, Word, PowerPoint)

• Leadership skills

• Customer Service Skills, Client focus

• Industry knowledge