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VP Field Enablement


This is a Contract position in Etobicoke, ON posted May 15, 2021.

Applying strengths in client service management and operations, the VP, Field Enablement will be responsible for creating and enabling a superior client experience across ADP’s nationwide, Service and Implementation organizations.

Leading a multi-disciplinary shared services organization, this role will focus on improving scalability and agility, performance standardization and optimization and ultimately enhancing ADP’s ability to delight clients in line with the organization’s growth strategy.

Areas of accountability include: Service & Implementation Field Enablement Operations (i.e.

Year End Planning, Reporting & Analytics, Knowledge Management, Tools & Technology) Program Management Office Compliance Management Enterprise Learning Crisis Management & Continuity As a member of the senior leadership team you will create and deliver a well-articulated roadmap for Field Enablement, including improving overall performance metrics, client experience, retention, and associate engagement, enabling the business to scale for future growth.

Critical to success in this role will be the candidate’s superior customer care knowledge and communication and collaboration skills, in addition to his/her proven experience leading an organization through transformation and successfully building a shared services organization.

Key Responsibilities Collaborates with Service and Implementation leadership to develop and execute strategies that contribute to driving Revenue, New Business Starts, Client Retention, Client NPS and Net Operating Income.

Continually analyzing operating results to identify new areas of opportunity for growth, improved client satisfaction and operating productivity.

Enhance and build out new tools, including identifying opportunities for better utilization of technology to deliver operational efficiency and required business results, ensuring successful implementation of appropriate solutions Ensure the standardization and optimization of business processes and management reporting, and that risk management, compliance policies and SLA’s are in place with the accompanying operational discipline for adherence.

Maintains key client and partner relationships.

Develops a deep understanding of the perspective of the client, and our associates and takes actions to integrate their needs with the products and strategic direction of ADP.

Balances client expectations with associate engagement and financial performance.

Identifies ideal field organizational structure, staffing levels, tools, product rollouts, productivity standards and reporting.

Identifies and develops associate training to support Service & Implementation initiatives.

Develops, implements and executes disaster recovery/crisis management strategies for the Service & Implementation organization.

Supports ADP Canada in its Business Transformation initiatives.

Build and lead a diverse team of associates all collaborating and working together to create an exceptional customer experience.

Education and Experience Bachelor’s degree in Business, Commerce, Finance, Economics or a related field; a Master’s degree is an asset but is not a requirement for this role.

Additional certifications relating to HR, Benefits Administration and/or Payroll and/or ability to speak in both English and French would also represent a significant asset for this role.

Ten plus years of related leadership experience in client support services and/or support services optimization, strategy and execution gained in a fast-paced service environment of relevant size and scope.

He/she will bring a minimum of 5 years of experience managing/developing and/or building a customer-focused shared services team including strategy development and process improvement.

Experience leading diverse teams within a client facing business-to-business environment; contact centre experience will be a significant asset as is previous P&L accountability; working in complex organizations with heavy reliance on technology as a key business enabler.

Previous experience working in a matrix environment, where soliciting buy-in across multiple stakeholders is essential.

In particular, experience in a national organization with remote reporting relationships.

Explore our COVID-19 page 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 to learn more about ADP’s culture and our full set of values.