Payroll Service Director

JOB PURPOSE:
• Dynamic leader with proven experience managing multicultural teams and complex operations for international client portfolios. Combines strategic vision with a hands-on approach, actively engaging in daily operations to ensure him excellence and rapid problem resolution, even in resource-constrained environments.
• Strategic & Operational Leadership: Skilled at aligning teams to global objectives while adapting to changing priorities. Builds trust through clear delegation, empowering team leaders and fostering autonomy, yet remains directly involved when operational demands require it.
• Client-Centric Management: Deep understanding of international client needs, anticipating risks, and driving both preventive and corrective actions to exceed retention and satisfaction goals. Acts as a reliable escalation point and cultivates strong relationships at executive level.
• Effective Communication & Reporting: Recognized for transparent, impactful communication with both teams and senior leadership. Ensures information flows efficiently, enabling swift decision-making and alignment across all stakeholders.
• Continuous Improvement & Adaptability: Proactively identifies opportunities for process and service improvement, leveraging analytical skills and resourcefulness to implement practical solutions. Comfortable managing multiple priorities and adapting to evolving business needs.
• Trusted Partner for Delegation: Demonstrates high reliability and accountability, enabling senior management to delegate with confidence and focus on strategic growth.

• Talent Leadership - Manage and support a team of team leaders who manage the day-to-day support of their team’s payroll activities. Assure adherence to standard payroll procedures and tool usage. Help the team to increase knowledge and to progress within the company.
• Client Retention – Manage the risk and coordinate preventive and corrective actions to exceed the business retention target. Help leaders build a good relationship at the client’s management level by developing a thorough knowledge of their portfolio and internal culture.· Service Delivery - Operational oversight of all services delivered, escalation management as next point of contact, problem solving and issue resolution.· Communications - Champion ADP´s brand, leadership, products, and services to ensure clients and team engagement.· Make Client your North Star – Assure client satisfaction and support. Increase the reference client base by getting your clients actively involved in NPS and other ADP’s events.· Continuous Improvement: Design new solutions and find opportunities in coordination with BPI and make sure they are executed within the team. Have a keen eye for opportunities for improvement and a resourceful approach to solve issues and challenges.· Financial acumen – Ensure effective tracking and delivery according to financial business targets.· Project Sponsorship – Support execution and delivery of key strategic projectsKEY RESPONSIBILITIES:Talent Leadership:- Supervision and control of the work carried out by your teams, reviewing the methodology used to guarantee adherence to standard processes, quality, and efficiency.- Support recruitment processes where necessary.- Portfolio assignation to your teams.- Ensure leaders are prioritizing tasks, organizing work, and distributing load accordingly.- Set objectives in line with Global targets and ensure their achievement throughout the year.- Transmit and inform the team of corporative main messages and news.- Identification of the team's training and development needs in coordination with the leaders.- Support leaders in their own and team’s performance, growth and learning- Ensure the teams operate in line with Global tools, methodology and processes.Client Management and Satisfaction- Monitoring of Service Quality & Customer Satisfaction on ongoing basis at executive level.- Management and escalation of incidents, if not resolved by the leaders.- Periodically report the situation of customer service to ADP’s leadership.- Act as internal escalation point when required.- To contribute, when required, to root cause analysis and implement solutions to prevent reoccurrence of client queries, issues, and requests.- Review and analysis Net Promoter Score (NPS) feedback, call-backs and create management action plans, as appropriateInternal Coordination:- Carrying out regular follow-up meetings with collaborators to work through projects and initiatives.- Identifying service, process, and product improvements.- Build and maintain excellent knowledge of current ADP products and services.- Maintain knowledge of current statutory legislation.- Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans with Head of Operations Iberia.- Ensure all services provided are aligned with the Service Definition and linked to contractual documentation- Ensure that the Celergo Streamline Governance Model is respected internally and externally.Leadership Coordination· Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)· People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.· Market Leadership: Drives a performance-based culture that engages associates to achieve excellence (Client focus - Outside in Perspective – Bias for grow).KNOWLEDGE AND SKILLS:Education and Knowledge required:· Strong Spanish Payroll knowledge is strongly preferred / Labour/Law Studies (desirable)· Excellent level of English and Spanish is a must· Microsoft Office advanced· Minimum of 5 years of related managerial and leadership experience in a service/operations environment· Strong Knowledge and experience of payroll and labour processes (desirable)Skills required:· Manages associates. This includes pay, performance, management development and hire/fire responsibilities. Although hire/fire responsibilities may require further approval, recommendations are given heavy weight. In terms of involvement in the work of those being led, engaged at the goal setting/ prioritization level and as an escalation point. Meet task productivity and quality standards. Monitors environment and provides regular feedback. Modifies priorities in line with changing business demands. May occasionally engage in the work they manage. Interprets/administers corporate and local policy. Provides input to and manages to be established goals and objectives. Implements key strategies.· Excellent communicator both verbally and on writing· Excellent analytical approach to problem solving and decision making.· Excellent ability to quickly assimilate and retain new information· Change management skills

#Li-Ms1 #Li-Hybrid