This role has direct responsibility for the APAC BoB Client Success Management organization, Business Excellence across the region and serves as the Site Leader for Kuala Lumpur, Malaysia. Additionally, the position provides strong dotted-line oversight to BoB Service Leaders, collaborating closely with geographic line business leaders to ensure consistent service delivery and alignment throughout the region.
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WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day: APAC BoB Client Success Management Development and execution of strategies designed to improve the client experience and deliver operational excellence in businesses across the APAC region
Leadership of BoB client success activities across the region and direct involvement in client interactions to ensure that clients are receiving the level of care that ADP strives to provide. Ensure client escalations are managed and resolved appropriately and that clients are receiving the best level of service experience possible
Provide a leadership focus on NPS and client retention initiatives as well as client communications APAC Business Excellence Drive Business Excellence objectives around process improvement, efficiency and automation across the regional service organization, to improve both quality of service experience, accuracy and precision of work and cost effectiveness of the Client Service organization
Ensure maximum deployment and usage of ADP standard service tools and systems across the region, partnering with other regions to ensure a consistency of deployment and usage, as well as oversight of these tools and systems to ensure an optimal user experience for our clients
Champion the adoption of new technologies and digital tools, serve as a thought leader and change agent, fostering a culture of innovation and continuous improvement across regional operations organization.
Collaborate with the General Managers and operations leaders to adapt and tailor deployments to local needs while ensuring regional consistency. Site Leadership for Kuala Lumpur (Site leadership has a strong dotted line reporting line to VP, COE, APAC) Provide strategic leadership to establish and grow the COE site as a hub of excellence and innovation
Drive operational excellence by setting clear goals, standards, and best practices for the site. Champion continuous improvement, knowledge sharing, and capability building across the site
Ensure effective governance, safety, compliance, and service excellence
Identify, implement, and share best practices to drive efficiency and effectiveness
Lead process improvement initiatives, leveraging data and technology to optimize workflows
Recruit, develop, and inspire a diverse team, fostering a culture of high performance and belonging
Partner with regional and global leaders to align the site’s strategy with the organization’s COE vision
Represent the site with internal and external stakeholders, building its reputation as a hub for talent and innovation
Coordinate and review legal, regulatory, and compliance documents as required for site operations
Represents the site in interactions with authorities, vendors and other external parties General: Play an integral role as a member of the APAC Senior Leadership team representing the voice of the client as well as the overall service offering with regards to strategic initiatives, program management, product initiatives for the Asia Pacific region
Partner with key stakeholders at Corporate, ES International and across the APAC region to ensure wider strategies are successfully deployed in APAC
Drive high levels of associate engagement and provide career pathing opportunities to high potential individuals
Act as the Privacy and Security Steward for the region. Partner with business leaders and functional teams to embed privacy and security best practices into daily operations and new initiatives. Drive awareness, training, and risk management to strengthen a culture of privacy and security across the region.
Ensure a culture of compliance and high ethics commensurate with ADP’s Mission, Vision and Values.
TO SUCCEED IN THIS ROLE: Required Qualifications
Minimum of 10 years in senior leadership level positions
Proven success leading cross-functional projects and site operations simultaneously
Strong stakeholder management, communication, and problem-solving skills
Track record of driving success in highly competitive markets
Experience of successfully establishing and growing new operations teams would be a plus
BONUS POINTS FOR THESE: Preferred Qualifications
Tertiary degree or higher
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply now!
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A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.