EMEA OTC Leader

Consistently named one of the ‘Most Admired Companies’ by FORTUNE® Magazine, and recognized by DiversityInc® as one of the ‘Top 50 Companies for Diversity’, ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent.

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

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