ADP
Partner Manager
São Paulo Area, Brazil, BR - Computer Software, Financial Services, Human Resources
Requisition #: 77432
Job Title: Partner Manager
Country: Brazil
State: Sao Paulo
City: Sao Paulo
Employment Status: Full Time
Job Responsibilities:
(Description): I. Overview: ADP Streamline Service 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 ADP Streamline Network is ADP’s foremost asset in the delivery of multi-country (International) Payroll Services across the globe. ADP’s international payroll services are delivered through selected network of specialist partners (being both ADP and non-ADP) located within each local country. Role objective: The purpose of this specialized role is to provide dedicated operational support of all matters (balancing those demanded by our Clients) pertaining to the delivery of Partner services including; - Primary partner contact and main driver for operational performance and execution - Timely and effective resolution of day to day service related case management issues - Detect areas for improvement and implement actions for continuous improvement and service excellence - Administrative compliance of Partner obligations directly related to contractual agreements - Review of Partner operations related management reporting dashboards II. Responsibilities: 1. Gain Partner satisfaction in working with ADP Streamline through effective operational relationships a. Build relationships fostering effective and efficient cooperation in support of service delivery. b. Act as single point of contact with the designated senior contacts of the defined set of Partners c. Ensure that Partner complies with their contractual operational responsibilities within agreed timelines 2. Manage the operational day to day relationship for a defined set of Partners a. Coordinate and resolve all cases (and issues) escalated through the service delivery process related to the Partners scope of service including service performance, quality and compliance b. Collate all issues/requests for operational matters requiring support, coming from/to designated Partners c. Participate in escalation calls and if necessary initiate a partner improvement plan d. Report any potential security incident immediately and follow up on agreed remediation actions e. Create, update and close operational partner contacts and cases in the CRM in a timely manner 3. To control Partner performance through the execution of regular Service reviews with Partners a. To review, monitor and report quality, compliance and performance (KPI’s) b. To track business activities, support business forecasts & special events (e.g. EOY/ public holidays etc.) c. To suggest ideas and action plans to improve the operational efficiency, performance and KPI’s d. To periodically reassess the Partners adherence to provision of service in line with 11 Pillars e. To keep track of the main actions with partners and closure in a timely manner 4. Business allocation of new clients to set of designated partners a. Allocate new clients (LOF) to the designated partners according the pre-defined business allocation rules b. Pre-allocation of prospect clients coming as pre-sales requests from the Service Alignment team c. Give input to Exec. Relations about operational performance for the creation of business allocation rules d. Evaluate over threshold analysis for prospect clients and send final analysis to Executive Relations 5. Supporting other functions as the key contact person for a designated set of partners a. Support the Service Alignment team with specific partner knowledge for documentation review and other specific queries required for content or sales that could have a material impact on service delivery b. Support in the preparation and execution of the yearly partner Workshops c. Support Executive Relations in the preparation of the GSO audit and closure of audit action plan
6. Other Duties a. To act as back-up and support for other team members when necessary b. Provide operational support to designated Executive Relations Managers as and when required c. Escalate immediately any actual or potential non compliance
Experience, Skills, Academic: Qualifications: 1. Experience/Skills: · 3 years relevant experience and responsibility · Effective client facing communications skills with internal & external representatives · Assertiveness, resolution and negotiation skills · Able to actively participate in peer meetings and all forms of business interactions · Flexible and adaptable to work approach and times, · Strong team worker and contributor · Service oriented and flexible attitude, well organised, · International culture and ability to work in a multinational environment · Efficient in both written and spoken English language. Other languages advantageous · Knowledge of Payroll and HR domain preferred 2. Education: · College degree or equivilent in education or experience IV. Key Interfaces: · Partner Network team · Client Services team · Implementation team · BPI team · Network & Special Projects Director
Job Category: Client Service
Area of Interest: General Client Services
Locations: Brazil, Sao Paulo, SP
No salary provided
Posted September 29, 2014 at 12:26AM from LinkedIn http://ift.tt/1nvYWD3
via IFTTT
No comments:
Post a Comment