Global Relationship Manager
Posted on: January 15, 2022
ADP is hiring a Global HRO Relationship Manager. In this
position you will be responsible for the effective management of
HRO clients. Develops and enhances strategic business partnerships
by fully engaging and building trust with our clients' key decision
makers to drive client retention/improve loss prevention. Possesses
a complete understanding of our clients' financial position and
objectives, business objectives, strategic objectives and
requirements to proactively demonstrate and deliver increased value
through life cycle of the client. Identifies new service and/or
product opportunities that support our clients from the recruiting
stage to the retirement stage; coordinates as necessary with Sales.
Acts as liaison between the client and ADP, serving as an empowered
internal client advocate. Responsible for maintaining client
satisfaction and client retention; oversees the entire client
experience. Includes approximately 30% travel based on client
At ADP we are driven by your success. We engage your unique talents
and perspectives. We welcome your ideas on how to do things
differently and better. In your efforts to achieve, learn and grow,
we support you all the way. If success motivates you, you belong at
We strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence,
Inspiring Innovation, Each Person Counts, Results-Driven, & Social
Build trust with clients' key decision makers to drive client
retention and improve loss prevention.
Develop a value-based relationship with each client, resulting in
maximum utilization of Comprehensive Services technology and
Assume account responsibility at time of client sale.
Set and manage client expectations and be the point person for
client contract questions and billing, being empowered to act or
escalating them as appropriate.
Act as an empowered internal client advocate, and partner with
implementation, service and other support teams to deliver stellar
Oversee resolution of critical service issues and follow-up from
quality survey feedback.
Proactively ensures client satisfaction through regular conference
calls and periodic client visits.
On an annual basis, recap all activities completed on clients'
behalf and discuss goals and objectives for upcoming year.
Applies HCM industry and practitioner knowledge to understand and
support our assigned client's business objectives as defined by the
relationship management business strategy. Increased complexity of
multinational clients will require knowledge of all ADP global
Practitioner knowledge in a leading capacity for business
intelligence is preferred to increase value of relationship.
Onsite quarterly visits are conducted with Executive Contact to
recap accomplishments in support of client initiatives and to
discuss future goals and objectives.
Product knowledge includes ADP global products.
Product Knowledge and Utilization
Maintain a working knowledge and understanding of the ADP
Comprehensive Services product and service suite and, where
applicable and relevant, effectively demonstrate the value of each
to the client, using additional resources where available and
Coordinate communication among the various service partners,
business partners, and third parties.
Work with clients to plan and deliver an effective portal rollout,
resulting in client and employee utilization and satisfaction.
Use ongoing status calls to identify areas where core services can
be more effectively utilized and where additional services and
support can be of value.
Product knowledge includes domestic and global product
Manages the relationship along with counterparts in other divisions
to ensure seamless ADP / client engagement.
Through empowerment and leadership, and with a focus on client
advocacy, build relationships and coordinate with internal ADP
teams and third parties, enabling seamless delivery of ADP Services
and demonstrating "One ADP" and stellar service.
Work with sales teams to educate District Managers about the
product and partner with them on qualified prospect calls and
support reference process.
Works closely with global ADP partners for a quality rollout of new
services to each country.
Onsite sales presentations with Sales team conducted as needed.
Identify, develop, coordinate and project manage delivery of
additional service opportunities.
Communicate and promote key ADP initiatives to the client (e.g.,
user group meetings, product enhancements, etc.).
Serve as an escalation point for all functional areas and
coordinate responses and delivery of solutions.
Partners with Project Managers and internal global partners and
participates in internal governance calls with Senior Leadership to
communicate progress and awareness of project status and risk
Mentor and coach RM colleagues, and service team associates as
appropriate, on product knowledge, process and procedure,
relationship skills and development activities.
Participate in and/or lead functional Project Groups through a Team
initiative, as assigned.
Be open to being mentored and coached.
Serves as knowledge source for Relationship Managers outside the
team to supplement knowledge of global practices and issues.
Human Resources Consulting
Understand and stay up-to-date on clients' HR strategy and tactical
Work with clients as a partner, keeping clients short and long-term
HR goals in mind.
Participate in client HR planning meetings/decision-making, and
help client establish and update HR plans and develop plans to meet
Partner with the Service Team to ensure quality, timeliness, and
effectiveness of all work delivered.
Translate the Service Team best practice information into strategic
plans that align with each client's goals, objectives, culture,
mission, vision and values.
Strategic HR Best Practices Expertise
Partners with clients to proactively lead transformation and
recommendations for process improvements through use of ADP's
Standard Operating Procedures to ensure client adheres to defined
best practices for Comprehensive Services.
Initiates ADP Change Control process when client's requirements are
beyond scope of services defined in the Agreement.
Applies knowledge of global HR practices to client planning
Share best practices in managing a global workforce and creating
policies that are consistent with domestic and global strategy.
Acts as service champion for US-based and liaison for global-based
Performs other related duties as assigned.
**NOTE: The selected applicant for this role must be based in one
of the following states due to the terrritory/market
- ArkansasQUALIFICATIONS REQUIRED:
Bachelor's Degree or its equivalent in education and experience
with a Major Area of Concentration in Business, Accounting,
A combination of at least 10+ years with demonstrated proficiency
in managing large, complex national or multi-national client
account relationships with multi--process HCM technology and
PREFERRED QUALIFICATIONS: Preference will be given to candidates
who have the following:
Demonstrated proficiency in managing larger more complex client
account relationships with multiple products.
Experience with global companies preferred. Extensive experience
building relationships and understanding a client's needs is
Prior experience managing service recovery required.
Expert knowledge of ADP's infrastructure and ADP's traditional and
new product/services in business processing, outsourcing, and
global support required.
Prior practitioner experience with Benefits, HR, and / or Payroll
in a corporate management or leadership position is required.
Approaches change or newness positively-Demonstrates flexibility in
the face of change by quickly adjusting behavior-Remains open to
new ideas and new approaches-Seeks information to understand change
and rationale for change-Supports change decisions and efforts
Works with others to set performance goals
Identifies and prioritizes required key actions and behaviors
Clarifies roles and responsibilities
Aligns goals with vision
Encourages and supports accountability and engagement
Listens to and involves others
Demonstrates and fosters honesty and integrity
Seeks change opportunities that can lead to substantial benefit
Seeks to understand and meet customers' needs
Explore our COVID-19 page https://jobs.adp.com/covid19/ to
understand how ADP is approaching safety, travel, the hiring
interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:
ADP affirms that inequality is detrimental to our associates, our
clients, and the communities we serve. Our goal is to impact
lasting change through our actions. Together, we unite for equality
and equity. ADP is committed to equal employment opportunities
regardless of any protected characteristic, including race, color,
genetic information, creed, national origin, religion, sex,
affectional or sexual orientation, gender identity or expression,
lawful alien status, ancestry, age, marital status, or protected
veteran status and will not discriminate against anyone on the
basis of a disability. We support an inclusive workplace where
associates excel based on personal merit, qualifications,
experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business
with the highest ethical standards and full compliance with all
applicable laws. We also expect our people to uphold our values
with the highest level of integrity and behave in a manner that
fosters an honest and respectful workplace. Click
https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture
and our full set of values.
Compensation range for this role for U.S. Colorado Residents
Keywords: ADP, Lansing , Global Relationship Manager, Executive , Lansing, Michigan
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