ADP - Director - BPO/Call Center - HR Compliance Service Delivery

- The responsibilities include managing a large team of a HR Compliance Service Delivery along with flawless execution and enhancing overall client experience. The role involves the candidate to directly manage 4-5 Managers and has an indirect reporting of 300+ associates across Hyderabad and Pune.

- The service delivery organization is responsible for processing HR Compliance related tasks for large organizations and answering their employee calls.

- The functional responsibilities will require the incumbent to work in a matrix-operating model and work in close partnership across sites in India as well as with the global sites.

- Provide effective and inspiring leadership by being hands-on and developing a broad and deep knowledge of the business and services

- Responsible for consistent delivery on key service delivery performance indicators and improving the transaction and relationship Net Promoter scores.

- The candidate will be required to drive innovative solutions for efficient operations and partner with product/business improvement teams to develop and deploy key technology enhancements that will enhance associate and client experience.

- Additionally, he/ she will have to identify project opportunities which will lead to significant business impact leading to topline and/or bottom line growth

- The role will involve building a strong transparent culture for team based on meritocracy. The candidate would be required to empower, engage, motivate and influence direct reports, teams and peers and enhance overall associate engagement and retention.

- Lead, coach, develop, and retain high-performance management team with an emphasis on developing capacity in strategic analysis, planning and operational management.

- Candidate to translate data into key business metrics and decision making

- Establishes clear goals and objectives for the team and works with the teams to meet their goals

- Drive the culture of high performance aggressively pursuing the business goals

- Contribute to short and long-term organizational planning and strategy as a member of the management team

Qualifications :

- Post Graduate MBA or equivalent. MBA from a reputed institute is an added advantage

- Willing to work in a highly demanding, challenging environment with ability to develop and manage high performance teams

- Track record of effectively leading a large and complex service organization with excellent track record in associate engagement and client experience

- Excellent communication skills both verbal and written

- Analytic and decisive decision maker with the ability to prioritize and communicate to staff key objectives and tactics necessary to achieve organizational goals.

- At least 3 years experience in managing large operations/solution center teams with demonstrated results

- Demonstrated leadership and vision in managing teams and major projects or initiatives.

- Excellent interpersonal skills and a collaborative management style.

- A demonstrated commitment to high professional ethical standards and a diverse workplace

- Persuasive with details and facts

- Action-oriented, entrepreneurial, flexible, and innovative approach to operational management.

- Payroll domain expertise is a plus

- Passion, humility, integrity, positive attitude, mission-driven, self-directed and HANDS ON.