Director of Service Delivery Excellence

hace 1 mes


Ciudad de México, Ciudad de México ADP, Inc. A tiempo completo
Service Delivery Leadership Opportunity

We are seeking an experienced professional to lead our Operational Excellence and Transformation function at ADP UK and Ireland.

The successful candidate will develop and execute plans that deliver exceptional service to clients, improving their day-to-day operational experience and driving business growth.

This role requires a strong leader with excellent analytical and presentation skills, able to influence and negotiate at all levels. Experience in professional services/BPO or employment agencies is highly desirable.

The Director of Service Delivery Excellence will oversee the Quality Assurance team, knowledge management systems, Business Intelligence functions, and resource planning. They will also be responsible for developing best practices, identifying areas for improvement, and leading a team of Learning and Development professionals.

This is an exciting opportunity to join ADP's Senior Service Leadership Team and contribute to the company's retention and sales ambitions. The successful candidate will have a strong track record of leadership, excellent communication skills, and the ability to motivate and develop a multi-functional team.

Key Responsibilities:
  • Lead the development and execution of Operational Excellence plans to improve client experience and drive business growth
  • Oversee the Quality Assurance team, ensuring high-quality processes and standards are maintained
  • Develop and maintain knowledge management systems and resources to support business operations
  • Lead the Business Intelligence function, providing insights and recommendations to inform business decisions
  • Manage resource planning and budgeting, ensuring effective use of resources and achieving business objectives
Requirements:
  • Proven experience as an operational leader in professional services/BPO or employment agencies
  • Excellent analytical and presentation skills, with the ability to influence and negotiate at all levels
  • Strong leadership and people management skills, with the ability to motivate and develop a multi-functional team
  • Experience in developing and maintaining knowledge management systems and resources
  • Ability to analyze complex data and provide actionable insights to inform business decisions
Benefits:
  • Competitive salary: £60,000 - £80,000 per annum (dependent on experience)
  • Bonus scheme
  • Opportunities for career advancement and professional development
  • Collaborative and dynamic work environment


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