Directeur Principal, Services partagés, BITSS / Senior Director, Shared Services, BITSS

Senior Director, Shared Services, BITSS

Reporting to the GM, Business Innovation Transformation and Shared Services this role oversees various operations and shared services teams. The focus will be on leading the shared services teams through the lens of client centricity, growth and innovation. Working cohesively with peers cross‑functionally, the incumbent will drive both success and expansion through efficiency and quality improvements, inter‑departmental integration, as well as associate retention and development. This role plans and conducts the overall operational strategies to ensure efficient and effective delivery of optimal service to the client base.

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, and Social Responsibility.

RESPONSIBILITIES

• Provide leadership skills that support the organizational and strategic goals.
• Manage relationships with key stakeholders and handle escalated matters, working with internal and external parties to resolve issues.
• Design and execute new methodologies and processes to increase quality, operational efficiencies and profit margins.
• Implement initiatives and processes to ensure all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
• Serve as a resource for other team members based on a strong working knowledge of the team's responsibilities and goals.
• Oversee the financial and operational performance of the Operations & Support team, communicating business value, performance metrics and potential issues to Senior Leadership and key stakeholders.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
• Develop and refine departmental performance metrics in line with business direction and oversee delivery of key performance indicators. Work closely with Finance to emphasize productivity metrics and business analysis.

Teams

• Client Technical Support
  • Call center environment. Answer client technical questions related to ADP products (WFN, Time and Attendance, Integrations, imports…) – adhere to established levels.
• Production
  • Responsible for all production, delivery services and print/fund direct activities with third‑party partners (Symcor). Deliver a superior performance experience to internal and external clients.
• HR Outsourcing Operations
  • Manage HRO employee call center and employee service center to ensure established service levels are met. Develop new offerings for the HRO clients as required.
• Year End Program Management
  • Manage the Year End program for all segments. Ensure balancing campaigns, year‑end legislative changes and best practices are put in place to offer clients superior service during the year‑end period.
  • Manage tax form productions and reruns. Establish Year End training required by clients and associates annually.

Operational Effectiveness

• Lead key initiatives to optimize and increase operational effectiveness.
• Ensure shared services functions are conducted in the most cost‑effective, high‑quality and customer‑focused manner.
• Identify opportunities to maximize revenue and ensure effective expense management and adherence to budgetary targets.
• Monitor productivity and performance standards to ensure established levels are achieved, especially during critical activity periods.
• Proactively plan for YE preparedness and execution.

Team Leadership

• Lead and inspire the organization in human resource management activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals and rewards systems, employee relations, mentoring, and talent/career development.
• Establish clearly defined individual performance goals and objectives; communicate these to team members through meetings and performance planning and review sessions; provide periodic performance feedback and conduct annual performance reviews on all team members.
• Develop leaders of the future through succession planning and talent assessment.
• Evaluate direct reports on performance and complete annual performance appraisals.
• Make critical talent decisions by forecasting operational needs based on past and future trends.

Competency‑Based Skills

• Builds trust and belonging among teams.
• Champion of change and innovation.
• Executes deliverables flawlessly.
• Fosters collaboration across teams and functions.
• Strong communicator internally and with clients.
• Identifies and resolves complex technical, operational and organizational problems.
• Strong business expertise – applies in-depth understanding of how the discipline integrates within the function.

Experience

• 10 or more years of progressive roles in operations and/or shared services in Human Capital Management Technology and/or payroll processing industries.
• 5 or more years of proven success in leading leaders and teams of associates.
• Experience in service or implementation functions is an asset.

Education

A college degree is great but not required. It is more important to have the skills and experience that match the role. If a college degree is not held, other acceptable experience may be considered.

Diversity, Equity, Inclusion & Equal Employment Opportunity

ADP is committed to an inclusive, diverse and equitable workplace. Hiring decisions are based on ADP’s operating needs and applicant merit, inclusive of but not limited to qualifications, experience, ability, availability and job performance. We are a champion of equal opportunity employment and do not discriminate based on race, color, genetic information, creed, national origin, religion, sex, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability.

Ethics at ADP

ADP practices the highest ethical standards and full compliance with all applicable laws. Employees are expected to uphold our values with integrity and to foster an honest and respectful workplace.