POSITION SUMMARY :
The Resource Manager acts as a functional resource to the client service leadership team and has full responsibility for the workload allocation, forecasting, headcount planning, and overall resourcing globally across all our service centers in line with operational targets.
The resource manager's key responsibility is to ensure that all ADP Celergo clients are matched with the appropriate CAM resource(s) in line with client requirements, time zones and CSL's productivity targets.
The role is both challenging and rewarding as there is a constant shift in timelines, changes in team members, and changes in client scope.
KEY RESPONSIBILITIES :
Work directly with Implementation and the Transition teams to monitor the Sales and Implementation pipeline and ensuring those clients transition smoothly to Service allowing for forecasting to take place 3-6 months before client go-live dates.
Review capacity with each service center leader to ensure adequate resources are in place and proactively allocate workload based on actual go-live date in the implementation and transition pipelines.
Review each client globally to identify an Account Owner and SDM as and when required.
Assess client make-up, strategy, and complexity to proactively reach out to each Service function when allocating payrolls; ICAM, CAM, SDM.
Review and determine how many CAMs should be assigned per client, per region based on client make-up and service KPIs.
Liaise with the service center leaders and make recommendations on planning, forecasting, and workload allocations.
Ensure the accuracy of data points required for capacity and headcount planning.
Assist each leader to help transition and reallocate payrolls as needed to ensure that there is no negative impact to the customer and / or internal team members.
Ensure that Siebel, Planview, and Medallia are up to date with the current CAMs, SDMs, and overall account owners.
Coordinate with implementation and transition team to determine priority of which clients need to transition into Service.
Share best practices with Service, Implementation and Transition team members on trends and recommendations for an optimum client transition into Service.
Ensure all data fields in Siebel are up to date on client make-up. If not, reach out to the account owners / payroll owners to update accordingly.
Knowledge, Experience, and Skills :
ADP Celergo Service knowledge
Workload allocation and distribution
Strong root cause analysis and analytical skills
Highly organized, proactive with strong project management & time management skills
Proactive with hands-on approach to problem solving
Independent, self-motivated and enthusiastic
Strong collaboration skills and ability to work in a matrix environment
Solutions orientated approach
Ability to interact with and influence all levels of management
Working knowledge of Microsoft tools required (Excel, Word, PowerPoint, and Outlook)
Working knowledge of the following systems preferred : Medallia, eService (Siebel), Billing systems, SharePoint, Planview
Be comfortable working under pressure and to tight deadlines.
Highly motivated and results driven with a view to developing and expanding in role
Strong organizational skills
Self-motivated / takes initiative and proven ability to work independently or in a team.
Good coaching and mentoring and conflict resolution experience
Demonstrated ability to multi-task, probe, analyze trends, problem solve complex issues and recommend appropriate course of action.
Excellent interpersonal and follow-up skills
Superior verbal and written communication skills
Supportive of ADP's vision by demonstrating professionalism and maintaining confidentiality
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