Director - HR Services

 ADP, with $8.5 billion in revenues and approximately 590,000 clients worldwide, is one of the largest providers of a broad range of premier, mission-critical, cost-effective transaction processing and information-based business solutions. Our services include: a full suite of human resource administrative services; integrated securities transaction processing and investor communications services for the financial services industry; computing solutions for auto and truck dealers and vehicle manufacturers; and computer-assisted auto damage repair estimating, parts availability, and fee and utilization audits of bodily injury claims for auto accidents and workers' compensation.

 

Lead a centralized, high volume service function including answering associate and manager policy and process inquiries, processing HR transactions, and providing standard and ad hoc reporting to managers and the HR community. Directs the day-to-day operations of the HR Services center including communications between departments, achieving operational goals, creating and implementing administrative procedures. Ensures that the HR Services Center provides a high quality of customer service through standardization of operating procedures, workforce planning, and performance monitoring. 

Directs all daily activities of the HR Services center, ensuring appropriate support is delivered in an effective and timely manner to internal clients (associates, manager, Field HR Support). Develops and implements an effective service strategy to ensure client satisfaction. Handles escalated issues.
Creates a high performance team environment that reinforces associate growth and retention. Establishes clearly defined HR Service and individual goals and objectives and communicates these to associates through meetings and performance planning. Manages performance and creates opportunity for career development of the team via performance and development plans. Provides periodic performance feedback versus objectives and conducts annual performance reviews for direct reports. Coaches and develops associates. Responsible for department recruitment, selection, hiring and terminations as required. 
Continually evaluates and improves work processes to achieve performance goals. Recognizes trends. Maintains statistics related to objectives; prepares statistical and narrative reports for management. Develops work schedules, forecasts call volume and call handle time, and projects staffing required to meet service levels.
Provides on-going communication to internal clients to enhance the HR Services center's effectiveness. Works closely with Field HR Support to achieve desired results.
Assists project management team in rollout of HR Services to additional client groups.
Controls expenses against budget. Approves expenditures in view of established guidelines. Prepares annual budget recommendation for HR Services function.
Maintains superior knowledge of ADP core and BU policies, procedures and practices.
Solicits feedback from clients to track performance and make improvements.



Education: College Degree with 7-10 years HR experience, at least 3 in HR Administration
Experience: Experience managing a staff responsible for service delivery in a high volume environment. Must be able to be successful in a matrixed environment. Knowledge of federal, state and local laws and ADP policy. Very good computer skills. Project Management skills. Excellent attitude for client service. Good facilitation and conflict resolution skills. Strong tactical skills as well as the ability to think broader and recommend changes to existing processes.
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.