Service Delivery Director

This role is a key player in the senior management team within the Tunisia COE (shared service center), reporting to the VP General Manager TUN

The function of this role is to provide strong management and leadership to 150 up to 400+ associates. The mix of strong leadership and technical, operational and influencing skills requires a person with a broad base of leadership and strategy experience with a focus on driving results through leaders and leaders of leaders, to maximize the center of excellence strategy of operations growth while strengthen the service excellence culture requires excellent leadership skills, growth mindset, the ability to manage expectations and to resolve difficult problems at the local and regional level as well as to deal with uncertainties.

The role requires a person with strong interpersonal skills, positive energy, strong analytical skills, problem solving skills, and ability to manage multiple business priorities at the same time to support growth in the business, in conjunction with the multicultural business’ senior stakeholders.

This position will work closely with other business areas and global functions to ensure client satisfaction with targets, teams’ productivity and quality improvement.

ROLE OBJECTIVES

• Support business growth of COE developing strategies, ensuring an excellent service delivery, executing on the targets related to capacity and client’s satisfaction.
• Lead a large Team to cultivate engaged, skilled workforce, high performance and drive succession for key roles
• Lead projects and initiates in alignment with the COE strategy with close partnership with different stakeholder
• Leads client escalations and acts as an owner to drive the client stabilization and satisfaction
• Contributes to financial plans including operating plan, forecast reviews and strategic plan
• Drive transformation initiates in the allocated business area (automation, process improvements and new tools to drive productivity and quality of service – when case)
• Close monitoring of the capacity planning and Headcounts in alignment the finance partners
• Ensure compliance, excellence culture and appropriate controls, preventing business incidents

PEOPLE MANAGEMENT SKILLS

The position holder is required to:

• Owning the team – Strong management of the department, consistent with ADP employment policies
• Secure needed capacity and skills through high performance teams
• Create an environment where the focus is clear, the work is challenging, and objectives and performance standards are agreed and understood
• Talent attraction, retention and development: Hire the best talent, give your team attention; coach and develop them, building strong succession as per ADP guidelines
• Drives continuous associate engagement improvements and minimises voluntary associate attrition
• Create an inclusive workplace with purpose and trust

BUSINESS MANAGEMENT SKILLS  

The position holder is required to:

• Owning the business – Provide accurate business plans & analysis, reflecting a solid understanding of business needs and priorities. Develop strategies with the team to meet the COE Operational Plan and ensure productivity with the aligned plan
• Continuously improve our processes, products, and service delivery.
• Make thoughtful decisions, with a sense of urgency, using good judgment, ensuring ADP’s viability now and for the future
• Ensure business continuity, optimum staffing levels and skills mix and review/improve efficiencies
• Ensure compliance, data privacy and process documentation

CLIENT SERVICE LEVELS     

The position holder is required to:

• Design and implement strategy and solutions that make work better for our clients.
• Liaise with senior decision makers and key staff within the Client base. Create a culture of service excellence, meet client satisfaction targets
• Drives client retention and client experience improvement– goal: as per financial plans or better
• Monitor service delivery against Client Service Level Agreements and agreed scope of services. Solve and prevent Client problems.
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QUALIFICATIONS & EXPERIENCE  

• Financial and Business Management experience within a multinational corporate environment
• Proven track record in achieving business results and developing high performing teams
• Strong leadership, excellent communication & people management skills
• Client Relationship Management
• Service delivery within a Service Excellence environment
• Experience in driving large projects and organizational changes
• Stakeholder management – influencing skills
• Fluent in English, French
• Continuous improvement, Project Management, Lean Six Sigma is a plus

$0.00 – $0.00 / Year*

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