Ind - Service Relationship Manager

Job Description

The primary objective of the role is to drive initiatives, manage escalations and service reviews, projects and programs in order to achieve the strategy of Promotors, Retention and Referenceability.

Retention

• Complete regular reviews with clients at a service monitoring level and to understand their current and long term needs. Advise them on the differentiated products and services that help them achieve their objectives
• Use tools, information, and delivery channels effectively to deliver the highest levels of client service including developing and maintaining Account Management Plans for top tier clients within portfolio
• Maintain a minimum standard of qualifying GV/SL/ Premier BOB clients within portfolio as outlined
• Implement and execute a strong retention strategy for new and existing clients to achieve set retention targets working with key internal stakeholders
• Ensure ADP client portfolio is fully aware of any product developments, enhancements or legislative changes
• Collaborate and keep internal stakeholders informed to ensure ADP and client needs are achieved
• Achieve client retention targets for allocated portfolio
• Proactively respond to and directly liaise with all internal stakeholders to resolve any significant client escalated issues
• Drive accountability across ADP for resolution of client issues

Promoters

• Proactively build and maintain a strong and productive network of existing client relationships whilst ensuring focus on quality and longevity
• Maintaining a core understanding of each client's business to meet their needs and identify new opportunities.
• Protect recurrent revenue by regularly reviewing all contracts to ensure profitability and quality
• Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients
• Identify opportunities, to refer business to other relevant business units such as sales, as appropriate
• Manage operational risk, by using relevant Management Information to identify risk situations and take any appropriate action to minimise loss

Reference

• Establish and manage the relationship between ADP and the client
• Proactively ensure that client portfolio contains a diverse range of referable clients
• Ensure that Client referenceability is maintained and up to date
• Maintain client referenceability target within client portfolio

Client Relationship

• Fully utilise and input to Client Relationship Management data, ensuring all client information is complete and kept up to date
• Own the client relationship with ADP and provide professional care and expert support that results in clients considering ADP their primary payroll and HCM provider
• Build and maintain relationships with clients based on credibility, reliability and personal interest
• Utilise in-depth knowledge of relevant products and services and how they might be tailored to provide the best solutions for clients
• Maintain highest standard of service excellence, regular monitoring of client satisfaction (NPS) and take demonstrated actions to improve
• As a team player, establish and maintain strong working relationships with colleagues in the wider ADP businesses and others as appropriate to service client needs

Other

• Act as a role model and coach to more junior SRMs, as needed.
• Work as part of an integrated management team to ensure, standards and are met and operating models delivered
• Other Duties from time to time as requested or required and not limited to the above.

• Proven relationship management experience in the service industry within a professional corporate environment. (10+years' experience)
• Demonstrated track record of successful relationships and strong client retention with a range of small business to large corporates
• A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long-term risks and implications
• Exceptional communication and interpersonal skills
• Sound business acumen experience and demonstrated focus on creating quality results and profitability for clients and ADP concurrently.
• Proven ability to think outside the box to generate new and viable opportunities to improve relationships and increase profitability
• In-depth analytical, reporting and strong metric experience
• Preference for Payroll, Time and Attendance and / or HCM industry knowledge.

• Excellent written and verbal english
• End to end Relationship Management
• Product Knowledge
• Stakeholder Management
• Business Acumen
• Business Development
• Results Accountability
• Risk Management
• Solution Focussed
• Planning and Allocation
• Service Excellence
• Flexibility

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