Services Delivery Head

Kuala Lumpur, mys-, MalaysiaFull TimeExecutivePosted Today

Work Location(s): Kuala Lumpur, Malaysia Reports to: VP, Services India and SEA
Department: Services ADP is hiring Services Delivery Head of South East Asia
Are you all about the follow-up and follow-through that helps you and your clients achieve serious results? (Now that's what we call a win-win.)

Do you get a crazy amount of joy out of helping others uncover creative solutions to complex problems?
Are you looking for a culture where you can bring your passions, put your unique skills to use, and learn as much as possible?

If this sounds like you, then #HelloWork! This is just the opportunity you've been waiting for. First things first: We believe people make great companies, not the other way around. Our people make all the difference in cultivating a down-to-earth culture where ideas are welcomed, and innovation is encouraged. The result? We're changing the world of work with our payroll solutions that help companies of all sizes focus less on work and more on success. Your role: In this role, it's all about enabling our clients to be more effective employees by identifying, defining and assessing their needs. Our service teams make it happen by collaborating with our clients and other key internal stakeholders to ensure that we provide "Everyday Excellence" and improve our client's experience. (P.S. Did you know that most of our customers are not only satisfied, but they'd recommend ADP to someone else?) As a Service Delivery Head of South East Asia, accountable for managing service delivery for client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction by driving adoption of Vista platform across all countries in South East Asia. What you'll do:

Accountable for managing payroll service delivery for clients and service delivery team of South East Asia by aligning teams to global and regional objectives while adapting to changing priorities.
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.
Builds trust through clear delegation, empowering team leaders and fostering autonomy, yet remains directly involved when operational demands require it.
Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
Ensures and monitors that processes are in place to proactively protect consistent service quality through rigorous management.
Ensures resources, capabilities and capacity to meet both existing and new business demand
Provides expert problem management support to difficult, high-profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed.
Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution.
Motivates, develops and mentors service delivery employees and managers where relevant.
Maximizes same account growth opportunities.
Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
Provides support to new business opportunities.

Qualifications Qualifications you'll need:
Education: Any graduate
Experience:

At least 12+ years in handling payroll operations and anchoring a team.
Able to lead a big team and deliver key objectives such as client retention rate, NPS, service operational KPIs.
Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements.
Have solid understanding of HR / Payroll operations and processes.
Ability to articulate well and create strong connections with internal and external stakeholders.

Bonus points if you have these:

Confident, high energy, self-motivated and a true team player
Ability to drive results strongly influencing the actions of others through communication, negotiation, and persuasion
Ability of problem identification and resolution
Ability to work under pressure while meeting deadlines and driving results
Strong organizational skills with the ability to effectively prioritize work and multi-tasks
Well-developed interpersonal skills, with an ability to communicate well at different levels for complex issues
Customer service focused.
Effective time management, organization, and planning skills required.
Strong interpersonal, conflict resolution and mentoring skills expected.

If you've made it down this far, we have to ask: What are you waiting for? Apply now!

Ready to apply? You'll be taken to ADP's application page.