Ind - Service Relationship Manager
- ADP
- 2 - 7 years
- Bengaluru
- 4 years ago
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Job Description
Key Responsibilities :
The primary objective of the role is to drive initiatives, manage escalations and service reviews, projects and programs in order to achieve the strategy of Promotors, Retention and Referenceability.
Retention
- Complete regular reviews with clients at a service monitoring level and to understand their current and long term needs. Advise them on the differentiated products and services that help them achieve their objectives
- Use tools, information, and delivery channels effectively to deliver the highest levels of client service including developing and maintaining Account Management Plans for top tier clients within portfolio
- Maintain a minimum standard of qualifying GV/SL/ Premier BOB clients within portfolio as outlined
- Implement and execute a strong retention strategy for new and existing clients to achieve set retention targets working with key internal stakeholders
- Ensure ADP client portfolio is fully aware of any product developments, enhancements or legislative changes
- Collaborate and keep internal stakeholders informed to ensure ADP and client needs are achieved
- Achieve client retention targets for allocated portfolio
- Proactively respond to and directly liaise with all internal stakeholders to resolve any significant client escalated issues
- Drive accountability across ADP for resolution of client issues
Promoters
- Proactively build and maintain a strong and productive network of existing client relationships whilst ensuring focus on quality and longevity
- Maintaining a core understanding of each clients business to meet their needs and identify new opportunities.
- Protect recurrent revenue by regularly reviewing all contracts to ensure profitability and quality
- Identify opportunities internally with Sales, Managed Services, Implementation, Legal, etc. to deliver superior solutions to clients
- Identify opportunities, to refer business to other relevant business units such as sales, as appropriate
- Manage operational risk, by using relevant Management Information to identify risk situations and take any appropriate action to minimise loss
Reference
- Establish and manage the relationship between ADP and the client
- Proactively ensure that client portfolio contains a diverse range of referable clients
- Ensure that Client referenceability is maintained and up to date
- Maintain client referenceability target within client portfolio
Client Relationship
- Fully utilise and input to Client Relationship Management data, ensuring all client information is complete and kept up to date
- Own the client relationship with ADP and provide professional care and expert support that results in clients considering ADP their primary payroll and HCM provider
- Build and maintain relationships with clients based on credibility, reliability and personal interest
- Utilise in-depth knowledge of relevant products and services and how they might be tailored to provide the best solutions for clients
- Maintain highest standard of service excellence, regular monitoring of client satisfaction (NPS) and take demonstrated actions to improve
- As a team player, establish and maintain strong working relationships with colleagues in the wider ADP businesses and others as appropriate to service client needs
Other
- Act as a role model and coach to more junior SRMs, as needed.
- Work as part of an integrated management team to ensure, standards and are met and operating models delivered
- Other Duties from time to time as requested or required and not limited to the above.
Experience :
- Proven relationship management experience in the service industry within a professional corporate environment. (10 years experience)
- Demonstrated track record of successful relationships and strong client retention with a range of small business to large corporates
- A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long-term risks and implications
- Exceptional communication and interpersonal skills
- Sound business acumen experience and demonstrated focus on creating quality results and profitability for clients and ADP concurrently.
- Proven ability to think outside the box to generate new and viable opportunities to improve relationships and increase profitability
- In-depth analytical, reporting and strong metric experience
- Preference for Payroll, Time and Attendance and / or HCM industry knowledge.
Qualifications / Certifications :
Tertiary qualification in a business-related discipline
- Excellent written and verbal english
- End to end Relationship Management
- Product Knowledge
- Stakeholder Management
- Business Acumen
- Business Development
- Results Accountability
- Risk Management
- Solution Focussed
- Planning and Allocation
- Service Excellence
- Flexibility
Job Classification
Industry: Textile & ApparelFunctional Area: Consulting, Role Category: IT ConsultingRole: IT ConsultingEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: ADP SolutionsLocation(s): Bengaluru+ View Contact
Keyskills: Relationship management Payroll Managed services Operational risk Analytical Service industry Equity Account management Risk management Monitoring
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