This position requires a strategic thinker with strong leadership skills, capable of managing cross-functional teams and collaborating with stakeholders to deliver high-quality digital solutions. This role will have high visibility with executive management and in country Senior Leadership teams and requires mature leadership and strong incident management and communication skills. He/she will have no direct reports.

Essential Responsibilities:

 Lead and manage a team of technical support professionals, providing mentorship, coaching, and guidance.

 Develop and implement technical support policies, procedures, and workflows to ensure timely and effective support for staff.

 Collaborate with cross-functional teams to identify and resolve complex technical issues.or pro-active actions to stop issues arising in the first place.

 Ensure that all infrastructure and applications are up-to-date and meet security and compliance standards, including managing disaster recovery testing.

 There will also be a need to manage code/infrastructure deployments, including governance of documentation.

 Develop and implement customer feedback mechanisms to gather insights and identify areas for improvement.

 Optimize the support process, improving support communications, managing bot capacity, and creating/managing bot performance dashboards.

 Develop and maintain relationships with Business Units, understanding their needs and ensuring that their issues are addressed in a timely and professional manner.

 Create and maintain technical documentation, ensuring that it is up-to-date and accurate.

 Ensure compliance with all relevant regulations and standards.

 Provide regular reports to management on the performance of the support team and the success of the support process..

Critical Success Factors:

 Ability to ideate, create a product vision and execute product development/architecture roadmaps

 Ability to workunder pressure and within a incident mode environment

 Ability to determine technical solutions to resolve issues

 Ability to communicate & collaborate with associates at all levels

 Ability to handle resistance to change

 Ability to remain focused and base all decisions on facts and data

 Ability to manage in a matrix organisation

 Ability to remain positive even in the face of adversity

 Ability to challenge established processes or procedures 

Personal Attributes:

 Positive attitude with high energy.

 Resilient and driven to finding solutions to problems.

 Team player,passionate about delivering results and achieving targets.

 Passionate 'professional fixer' who is not deterred by failure and continuously strives for success.

 Innovative, Creative and self-driven .

Specific Skill / Experiences:

 Extensive experience in successfully executing Product Development, System Architecture and Technical Support / Incident management.

 Able to formulate/present team strategies/roadmaps with options for senior managementto take decisions on.

 High level of ability to collaborate and communicate effectively at all levels of the organization.

 Able to maintain effective relationships with Business unit leaders, associates and a central service delivery organization.

 Excellent decision-making skill set.

 Display very high levels of energy, resilience and maintaining a positive outlook even in the face of adversity.

 Able to motivate and engage associates at all level of the organization.

 Must be able to challenge the status quo and influence multi-directional and non-linear relationships.

 Must have a passion for using technology to drive process efficiency.

 Excellent planning and organizational skills with strong inter-personal communication skills.

 Excellent process improvement, time management, presentation and organizational skills.

 Excellent facilitation skills.

 Passion for improving the client experience with a relentless drive towards flawless execution and making positive. change happen.

 Able to adapt style to different working environments, situations and cultures.

Education:

 Degree or equivalent

Work Experience:

 Extensive experience in Product Development, System Architecture and Technical Support / Incident management with a proven track record in delivering results.

 Experience with AWS & Azure Cloud Service

 Extensive commercial track record in successful application of process digitization technology incl. AI/ML/GenAI, RPA and BPMS

 Commercial track record of experience in Operations within a large multi-national company

 Held a senior position requiring extensive application of Process Digitization, Process Reengineering and Project/Program Management

 Experience working at a senior level in an international environment.

 Must be fluent in English, additional language preferred

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.