Sr Service Relationship Manager

**Service Relationship Manager**

Overview:
SRM Manager is responsible for the day to day management of the business and associates, including, hiring, allocating work assignments, ensuring work tools and resources are available, providing clear performance expectations, feedback and development. SRM Manager will be part of reviewing and defining methodologies or processes, as needed, and will ensure associates are trained in accordance with GES requirements.

SRM manager is responsible for managing expectations within our clients' organization and our MNC organizations to ensure service delivery requirements are understood and achieved by both parties. Acts as a conduit to ensure smooth clients on boarding, effective communication and coordination on service related issues.

Role objective:
Drive client portfolio and motivate a team of Account Managers in all its components:

- Team management,
- Client relationship,
- Financial goals,
- Organization and processes.
- Responsibilities:
**Key Tasks**
- Management
- Increase employee satisfaction,
- Organize monthly team meeting, team building, workshop, internal projects, new comers onboarding
- G&O : define, assign, control, report
- Manage resources and capacity in line with business and budget,
- Increase skills and knowledge of SRMs
- recruitment
- Client relationship
- Increase client satisfaction (NPS) and references,
- Be responsible for contracts renewals
- Work with all the needed stakeholders to deliver expected quality to our clients, in all the countries
- Be the point of escalation for client portfolio,
- Organization and process
- Setup and control internal process,
- Financial
- Insure revenue and retention rate / plan.

**Qualifications**:
Experience:

- Senior professional with more than 5 years working experience, and at least 3 in the field of management, project management, or client services.

Skills:

- High Level of organizational skills. Ability to prioritize workload, set and achieve goals
- Excellent verbal and written communication skills in English. Perfect communications skills facing clients and user groups
- Ability to interact with individuals at multiple levels of an organization
- Strong skills in managing international teams
- Ability to work in a multinational environment, with multicultural exposure.
- Open minded
- Highly professional with ability to effectively cope with change and comfortably handle risk and uncertainty,
- Maintains a positive attitude in difficult situations
- Strong negotiation skills

Education:

- University degree in BUSINESS ADMINISTRATION; ECONOMICS, MARKETING or equivalent in education or experience
- Proficient in at least English language. Additional languages are a plus

**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.