Global Payroll Manager

at  ADP

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 Global Payroll Sr. Manager 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.

• Client experience
• People management
• Process management
• Business and productivity managemen