13 days old

Sr. Mgr Service Transformation

Montréal, QC H2L

ADP is hiring an experienced Service Tranformation Senior Manager Role . In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

Unlock Your Career Potential: Human Resources at ADP. It's at the very core of what we do. Whether it's partnering with associates inside ADP or outside with our clients -- you work across all HR disciplines -- management, benefits, payroll, risk management and compliance -- to deliver your human capital management expertise in an increasingly competitive global marketplace.

Position Summary


Reporting into the Vice-President of MNE, the Senior Manager of Service Transformation for traditional client services will provide leadership and guidance to service leadership while we continue our transformation journey. The incumbent is responsible for executing on business direction, operational efficiency, quality standards, maintain service stability and retention targets while the organization and the services division continue to transform from a technology and processes perspective. Working cohesively with peers, management team and our business partners, the incumbent will support our strategic transformation initiatives and act as the single point of contact representing traditional services for all business partners. As a senior manager, plans, directs and conducts the overall operational strategies to effectively move the business forward as we introduce new technology and processes to the business. This includes assessing business impact, communicate changes effectively to all stakeholders, drive change, and recommend staffing and skill adjustments and host regular business review meetings with decision makers.

Job Responsibilities

Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication.

  • Develops and execute on change management strategies that ties to service transformation objectives.
  • Manage escalated project matters and work with internal and external parties to bring issues to resolution.
  • Create and report on operational metrics and trends.
  • Identify and recommend mitigation plans to control/minimize impact of change
  • Ensures productivity measurements are achieved. Analyses data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity.
  • Continue to work with business leaders and workforce management to adjust talent / staffing levels based on transformation objectives.
  • Identifies opportunities for better utilization of technology and business process improvement to deliver upon the required business results and ensures successful implementation of appropriate solutions.
  • Work with functional teams to deliver stellar service in accordance with defined service levels.
  • Foster associates to learn, develop and adapt to constantly changing work environment.
  • Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps.
  • Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability.
  • Lead or direct strategic change with service delivery partners throughout all business units to ensure seamless client support

Lead regular business review meetings key stakeholders



  • Bachelors Degree or 10+ years related business experience;
  • 7 - 10+ years of demonstrated work experience in the management and leadership of a large-scale operation.
  • Solid skills in MS Office Word / Excel/ PowerPoint and MS Project
  • Possess a high degree of expertise in problem solving;
  • Strong background in business process re-engineering and creating standard measurable processes;
  • Experience in service technologies and development of service delivery solutions
  • Experience building, driving and executing strategy
  • Experience building solid peer relationships in order to influence key stakeholders at executive management level across corporate, geo and region.


  • Work experience in a payroll environment is strongly preferred.
  • Proven experience working with clients in all ADP market segments;

We're designing a better way to work, so you can achieve what you're working for. 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. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Posted: 2020-11-21 Expires: 2020-12-20

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Sr. Mgr Service Transformation

Montréal, QC H2L

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