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Vice President Service Delivery, Client Success


This is a Contract position in Hamilton, ON posted July 15, 2021.

Always Designing for People.

Automatic Data Processing, Inc.

(”ADP”) is about people.

Although ADP has a strong history of providing solutions for human resource challenges, the Company strives to do more than that.

ADP is about anticipating, thinking forward and taking action in a way that empowers ADP to shape the changing world of work.

ADP is a comprehensive global provider of comprehensive cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics and compliance expertise.

Leveraging 70 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source.

With nearly $14 billion in revenues and about 860,000 clients in 140 countries ADP is proud to be named to FORTUNE Magazine’s ”World’s Most Admired Companies®” list for 14 consecutive years.

ADP Canada is a very successful b2b technology driven organization that provides businesses of every size the tools to help their people thrive .

From basic payroll to complex people management systems and analytics, they help business leaders make better decisions.

Their clients trust their unmatched experience, deep insights and cutting edge technology to manage critical office functions, including: Payroll Time and attendance Human Capital HR Management Comprehensive Outsourcing Services ADP Canada’s 2,200 Canadian associates are proud to support more than 35,000 businesses from coast to coast.

ADP Canada employs more certified payroll professionals than any other organization in Canada.

ADP is a world leader in people management systems and services.

More than 860,000 organizations and 34-million people around the world look to ADP for the tools and information they need to get things done.

That’s why ADP Canada invests each year in research and development.

They’re not just building a new HR system they’re building a better workforce.

ADP pays one in four Canadians in the private sector.

Their clients gain the freedom to focus more of their human and financial resources on the areas that give their company a competitive edge.

As a key contributor to the organization’s ongoing growth agenda, focused on delivering enterprise wide client experience excellence, there is a key requirement to attract a Vice President Client Success.

THE POSITION Based at either the Toronto head office or the Montreal regional office, reporting directly to the Senior Vice President of Service, the Vice President of Client Success (”VP Client Success”) is a pivotal and influential role that leads the organization in the discipline of understanding our clients and deploying strategic plans that enable cross functional efforts.

The ideal candidate will strengthen our client-centric culture to improve satisfaction, loyalty and advocacy measured through best in class NPS and record retention rates.

The VP Client Success will lead a diverse team of 40 professionals, who work closely and partner with peers across the organization including Sales, Marketing, Strategy, Product and Finance to drive proactive and innovative solutions for our clients.

Critical to success in this role will be the incumbent’s superior client experience leadership maturity, strong communication and collaboration skills, in addition to his/her creative problem-solving ability, stakeholder management and pragmatic business orientation.

The successful candidate will be an experienced, confident, and results oriented leader that will build credibility and followership across the organization through high trust relationships.

A ”strategic do-er”, who moves seamlessly from strategy to execution, the VP Client Success possesses an enterprise mindset with proven ability to assimilate complex information, develop a strategy and lead teams that execute flawlessly.

KEY RESPONSIBILITIES The VP Client Success will be responsible for all facets of client success, and will collaborate with Service Delivery leadership and the stakeholder community to: Build, lead and implement the Client Success business strategy; Identify improvement and innovation opportunities and oversee the execution of the Client Success roadmap; Construct and lead the development of the Client Success operating model that is able to scale to serve our growing client base, delivering a differentiated client experience that reflects our values, and drives client advocacy, reference-ability, retention, and increased revenue; Inspire company-wide culture of Client Success by maintaining a broad client feedback loop and bringing the client’s voice to Sales, Marketing, Strategy, Product, Finance, and Leadership; Provide insights on the client experience journey to help us take our client engagements to the next level, guiding our clients according to their required outcomes, states of maturity, products and segment; Working with the Strategy teams, provide recommendations on client experience tools and technology, including identifying opportunities for better utilization of technology and business process improvement to enhance team efficiency and effectiveness and delivers a better client experience; Drive NPS scores for all client segments (Small Business, Mid-Market and National sized clients as well as HR business outsourcing clients) while maintaining record level retention rates; Develop and advance client experience coaching programs.

QUALIFICATIONS Must have experience working in and leading a high growth business, demonstrate agility and be able to work well under pressure.

Must have experience leading teams in a matrix environment, possess excellent organizational and time management skills for managing multiple, diverse and conflicting activities.

Understanding of the structure, products, service delivery models and economics of a Service industry is critical.

Should have the ability and experience to manage senior or executive level relationships, and possess knowledge of the marketplace and competitive landscape.

Must possess excellent communication, presentation and facilitation skills.

Background: Candidate possesses a bachelor’s degree combined with 10-15 years of comprehensive client experience leadership background gained in fast paced and complex technology driven businesses of relevant size and scope.

Effective change agent with demonstrated knowledge of service technologies.

Strategic Planning: Ability to assess the needs of the organization and develop and implement a winning client success strategy focused on exceeding client expectations.

Experience in leading strategic planning initiatives.

Ability to assess business situations with a view to the future and an astute understanding of most critical/highly leveraged elements.

Leadership: Develop high performing teams by driving overall talent strategy, providing necessary coaching & development, taking action on performance issues and developing strong succession plans.

Service Orientation: A veteran of client experience and sales, candidate brings a proven background with escalation and campaign management and building client journey maps.

Understands the perspective of the client and takes actions to integrate their needs with the products and strategic direction of ADP.

Decision Making: Makes decisions in a timely manner, after reviewing available information and alternatives.

Sees beyond immediate effects when making decisions.

Possesses strong analytical and problem solving ability.

Presentation/Communication Skills: Delivers prepared, concise, open and persuasive formal presentations in a variety of settings.

Skillful in informal writing and oral communication.

Collaboration: Works effectively with team/work group or those outside formal line of authority to accomplish organizational goals.

With outstanding interpersonal, influencing and negotiation skills, the ideal candidate is highly skilled at establishing and maintaining effective working relationships
– both internally and externally, and brings the gravitas, confidence and professionalism to lead in key client interactions.

Industry Knowledge: Applies the understanding of industry technology, terminology, workflow and structure to recommendations, strategies, problem solving, communication, training, and implementation.

Candidate will possess a deep understanding of the changing marketplace, industry dynamics and competitive landscape, with great intuition about the relationship between the emerging marketplace and the client’s needs in order to deliver innovative client success results.

Knowledge of payroll products and payroll industry preferred.

Complexity: An inspirational leader with a track record of building and/or optimizing a complex client experience function and leading complex transformational change in a systematic way (people, processes, tools and mindset change).

Ideal candidate has experience overseeing diverse and geographically dispersed teams across multiple locations.

Organizationally astute, candidate leads successfully in matrixed environments, distilling complexity and navigating through change to build consensus, collaboration and agility across the business.

Has temperament and judgment to make sound business decisions while dealing with ambiguity.

Emotional Intelligence: Candidate is approachable, possesses exceptional listening skills and is intuitively responsive to the needs of different stakeholders.

A values-driven leader with an innate ability to effectively inspire and work through others, putting the needs of the team ahead of their own.

Authentic, self-aware with an engaging personality who is resilient.

EDUCATION BA/BS in Business Administration, or the equivalent in education and experience, required.

Advanced degree preferred.

Bilingualism (English and French) would be an asset.

LEADERSHIP COMPETENCIES Relationship Builder Service Orientation/Client Focus Passion for Results Strategic Thinker Manages Complexity Talent Development & Coaching Mastery Change Mindset & Delivers Change Builds Great Teams Innovation Resilience 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.