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 Global Payroll Sr. Manager and is accountable for 4 areas:

1. Client experience
2. People management
3. Process management
4. 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