EMEA OTC Leader

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Employer: Automatic Data Processing (ADP) Romania
Domain:
  • Accounting - Finance
  • Management - Consulting
  • Human Resources - Psychology
  • Job type: full-time
    Job level: Manager
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 28.05.2018
    Short company description

    Do you want to be in the business of your success ?
    Join ADP, we provide employer services to 600,000 clients in 78 different countries worldwide, we pay approximately 31 million people around the world each payday.
    At ADP, we have a great story to tell, in a relaxed and friendly environment working on our growth with you, the best professionals .

    Requirements

    Skills/Competencies:

    - Results Oriented: Focused on achieving financial goals and targets
    - Service Oriented: Understands the perspective of the client and takes actions to provide timely and accurate support
    - Decision Making: Makes decisions in a timely manner after reviewing available information/alternatives; sees long term impacts
    - Collaboration: Proactively partners with various associates across all business units; knows the people and escalates as needed
    - People Management: Adapts style to needs of individuals for coaching, feedback, recognition and mentoring
    - Innovation: Keeps current with industry/market trends and identifies opportunities to improve processes
    - Agility: Keeps adapting to business, client, and technology changes


    Qualifications

    - Education: Bachelor degree or equivalent in education required; CPA and/or Masters degree is a plus
    - Experience: Must have minimum 10 years of prior management experience, including 3-5 years of supervising staff > 25
    - Demonstrated success building highly skilled & performing teams; proven ability to mentor associates
    - Demonstrated success performing under strict deadlines with performance based goals
    - Experience in managing relationships with clients, internal associates and 3rd parties
    - Experience developing and/or re-engineering processes and tools
    - Prior experience working in a service team environment is a plus
    - Prior experience with OTC or Oracle OTC systems is a plus

    Responsibilities

    Basic Functions

    - Leadership of Bucharest based OTC team and rollout of consistent OTC processes in EMEA over time
    - Development of finance associates across the functional teams
    - Building key relationships across the business units as well as finance shared service teams
    - Position and escalate client issues
    - Correct and enforce policy and processes
    - Accountable for delivering service goals, quality of contacts, financial objectives


    Key Responsibilities:

    - Inspire a high performance EMEA OTC organization; establish and monitor service levels
    - Provide regular updates (status/metrics) to senior management and business unit partners
    - Establish and direct the workflows for all OTC associates that emphasizes outstanding client and associate experience
    - Monitor client and associate satisfaction, inspect interactions, and drive continuous improvement
    - Oversee timely and accurate recording of New Business Bookings, billing and collections
    - Develop and implement programs and policies that result in productivity, quality and/or client service improvements
    - Ensure effective use of technology & tools and ensure necessary training and development of associates
    - Develop strong collaborative partnerships throughout the organization; serve as a escalation point as needed
    - Identify & communicate client impacting issues to ensure timely remediation and root cause solution
    - Proactively manage staff development including training, goal setting, coaching, and career planning
    - Manage and administer all SOX key controls related to OTC business cycle