Global Relationship Manager
Posted on: June 24, 2022
**NOTE: The selected applicant for this role can be located in
one of the below locations:
ADP is hiring a Global HRO Relationship Manager. In this position
you will be responsible for the effective management of HRO
clients. Develops and enhances strategic business partnerships by
fully engaging and building trust with our clients' key decision
makers to drive client retention/improve loss prevention. Possesses
a complete understanding of our clients' financial position and
objectives, business objectives, strategic objectives and
requirements to proactively demonstrate and deliver increased value
through life cycle of the client. Identifies new service and/or
product opportunities that support our clients from the recruiting
stage to the retirement stage; coordinates as necessary with Sales.
Acts as liaison between the client and ADP, serving as an empowered
internal client advocate. Responsible for maintaining client
satisfaction and client retention; oversees the entire client
experience. Includes approximately 30% travel based on client
At ADP we are driven by your success. We engage your unique talents
and perspectives. We welcome your ideas on how to do things
differently and better. In your efforts to achieve, learn and grow,
we support you all the way. If success motivates you, you belong at
We strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence,
Inspiring Innovation, Each Person Counts, Results-Driven, & Social
Relationship Management Build trust with clients' key decision
makers to drive client retention and improve loss prevention.
Develop a value-based relationship with each client, resulting in
maximum utilization of Comprehensive Services technology and
service offerings. Assume account responsibility at time of client
sale. Set and manage client expectations and be the point person
for client contract questions and billing, being empowered to act
or escalating them as appropriate. Act as an empowered internal
client advocate, and partner with implementation, service and other
support teams to deliver stellar service. Oversee resolution of
critical service issues and follow-up from quality survey feedback.
Proactively ensures client satisfaction through regular conference
calls and periodic client visits. On an annual basis, recap all
activities completed on clients' behalf and discuss goals and
objectives for upcoming year. Applies HCM industry and practitioner
knowledge to understand and support our assigned client's business
objectives as defined by the relationship management business
strategy. Increased complexity of multinational clients will
require knowledge of all ADP global products. Practitioner
knowledge in a leading capacity for business intelligence is
preferred to increase value of relationship. Onsite quarterly
visits are conducted with Executive Contact to recap
accomplishments in support of client initiatives and to discuss
future goals and objectives. Product knowledge includes ADP global
Product Knowledge and Utilization Maintain a working knowledge and
understanding of the ADP Comprehensive Services product and service
suite and, where applicable and relevant, effectively demonstrate
the value of each to the client, using additional resources where
available and appropriate. Coordinate communication among the
various service partners, business partners, and third parties.
Work with clients to plan and deliver an effective portal rollout,
resulting in client and employee utilization and satisfaction. Use
ongoing status calls to identify areas where core services can be
more effectively utilized and where additional services and support
can be of value. Product knowledge includes domestic and global
product platforms. Manages the relationship along with counterparts
in other divisions to ensure seamless ADP / client engagement.
Collaboration/Partnerships Through empowerment and leadership, and
with a focus on client advocacy, build relationships and coordinate
with internal ADP teams and third parties, enabling seamless
delivery of ADP Services and demonstrating "One ADP" and stellar
service. Work with sales teams to educate District Managers about
the product and partner with them on qualified prospect calls and
support reference process. Works closely with global ADP partners
for a quality rollout of new services to each country. Onsite sales
presentations with Sales team conducted as needed.
Ownership Identify, develop, coordinate and project manage delivery
of additional service opportunities. Communicate and promote key
ADP initiatives to the client (e.g., user group meetings, product
enhancements, etc.). Serve as an escalation point for all
functional areas and coordinate responses and delivery of
solutions. Partners with Project Managers and internal global
partners and participates in internal governance calls with Senior
Leadership to communicate progress and awareness of project status
and risk mitigation steps.
Leadership Mentor and coach RM colleagues, and service team
associates as appropriate, on product knowledge, process and
procedure, relationship skills and development activities.
Participate in and/or lead functional Project Groups through a Team
initiative, as assigned. Be open to being mentored and coached.
Serves as knowledge source for Relationship Managers outside the
team to supplement knowledge of global practices and issues.
Human Resources Consulting Understand and stay up-to-date on
clients' HR strategy and tactical needs. Work with clients as a
partner, keeping clients short and long-term HR goals in mind.
Participate in client HR planning meetings/decision-making, and
help client establish and update HR plans and develop plans to meet
set goals. Partner with the Service Team to ensure quality,
timeliness, and effectiveness of all work delivered. Translate the
Service Team best practice information into strategic plans that
align with each client's goals, objectives, culture, mission,
vision and values.
Strategic HR Best Practices Expertise Partners with clients to
proactively lead transformation and recommendations for process
improvements through use of ADP's Standard Operating Procedures to
ensure client adheres to defined best practices for Comprehensive
Services. Initiates ADP Change Control process when client's
requirements are beyond scope of services defined in the Agreement.
Applies knowledge of global HR practices to client planning
sessions. Share best practices in managing a global workforce and
creating policies that are consistent with domestic and global
strategy. Acts as service champion for US-based and liaison for
global-based services. Performs other related duties as
QUALIFICATIONS REQUIRED: Bachelor's Degree or its equivalent in
education and experience with a Major Area of Concentration in
Business, Accounting, Marketing, HR A combination of at least 10+
years with demonstrated proficiency in managing large, complex
national or multi-national client account relationships with
multi--process HCM technology and outsourcing services.
PREFERRED QUALIFICATIONS: Preference will be given to candidates
who have the following:
Demonstrated proficiency in managing larger more complex client
account relationships with multiple products.
Experience with global companies preferred. Extensive experience
building relationships and understanding a client's needs is
Prior experience managing service recovery required.
Expert knowledge of ADP's infrastructure and ADP's traditional and
new product/services in business processing, outsourcing, and
global support required.
Prior practitioner experience with Benefits, HR, and / or Payroll
in a corporate management or leadership position is required.
Approaches change or newness positively-Demonstrates flexibility in
the face of change by quickly adjusting behavior-Remains open to
new ideas and new approaches-Seeks information to understand change
and rationale for change-Supports change decisions and efforts
Works with others to set performance goals
Identifies and prioritizes required key actions and behaviors
Clarifies roles and responsibilities
Aligns goals with vision
Encourages and supports accountability and engagement
Listens to and involves others
Demonstrates and fosters honesty and integrity
Seeks change opportunities that can lead to substantial benefit
Seeks to understand and meet customers' needs
Explore our COVID-19 page https://jobs.adp.com/covid19/ to
understand how ADP is approaching safety, travel, the hiring
interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:
ADP affirms that inequality is detrimental to our associates, our
clients, and the communities we serve. Our goal is to impact
lasting change through our actions. Together, we unite for equality
and equity. ADP is committed to 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, or protected
veteran status and will not discriminate against anyone on the
basis of a disability. We support an inclusive workplace where
associates excel based on personal merit, qualifications,
experience, ability, 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.
Compensation range for this role for U.S. Colorado Residents
Keywords: ADP, Hartford , Global Relationship Manager, Executive , Hartford, Connecticut
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