ADP Looking for Manager, Retention Analysis & Reporting at Ontario Full Time

POSITION SUMMARY

The Manager – Retention Analysis and Reporting maximizes client retention by working with Client Service Business Units to proactively identify issues that may affect the client’s decision to continue their relationship with ADP. The successful candidate will turn data into information, information into insight and insight into business decisions.

RESPONSIBILITIES

• Develops and maintains analytical and quantitative tools to assess clients at risk across all segments

• Manages Month End processes and reports to Senior Leadership

• Analyses and reports losses data to forecast monthly and quarterly losses for Service Delivery

• Prepares statistical reports which incorporate information regarding YOY Retention

• Prepares Monthly/Weekly reports for senior leadership to determine Clients that are at risk

• Works with Service/LAR Team to ensure Terminations, 90-day letters and various losses are all completed in a timely manner.

• Eliminates work effort by analyzing data prior to reporting losses each week.

• Develop analysis and reporting capabilities. Monitor performance and quality control plans to identify improvements.

• Reviewing historic data for comparison and determining trends

• Manipulate data using data analysis tools to discover insights and advise leadership on potential strategies to implement based on data analyzed

• Collaborate with different teams and departments to provide expertise and insights

COMPETENCIES

Education:

• Bachelor’s degree or diploma required

• 10+ years of experience in reporting, financial analysis or loyalty and retention analytics is essential

• Experience managing remote and offshore teams highly is preferred

• Experience overseeing analytics and metrics, developing scorecards to communicate complex results

• Ability to manage complex business challenges and lead programs executive on service strategy

• Collaborates & works effectively within cross-functional teams

• Advanced knowledge of Excel modeling, Tableau or other dashboards and statistical analysis

Knowledge, Experience, and Skills:

Required

• Solid understanding of analysis and ADP system Tools

• Ability to effectively resolve issues of all levels of complexity

• Interpreting data, analyzing results using statistical techniques

• Strong verbal and written communication skills

• An analytical mind and inclination for problem-solving

• Proven working experience as a data analyst or business data analyst

Attributes

• Ability to acquire data from primary or secondary data sources and maintaining databases

• Ability to effectively research and resolve complex TLB issues

• Interpret data, analyze results using statistical techniques and provide ongoing reports

• Identify, analyze, and interpret trends or patterns in complex data sets

• Work with management to prioritize business and information needs

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

• Superior client service orientation and effective interpersonal skills — ability to act as a liaison with the business segments to resolve issues and maintain contact to ensure continued satisfaction.

• Effective conflict management skills: abilities to negotiate — determining how to best handle the losses process

• Ability to work under pressure of time constraints and to prioritize weekly losses reporting.

• Ability to consistently deliver quality service when dealing with multiple high-priority issues; ability to follow up in a timely and effective manner

• Work independently with limited supervision and direction; uses discretion to resolve issues and refer issues to the appropriate areas

• Ability to analyze information, develop sound recommendations and present data to aid in effective decision making

• Multitask and manage multiple priorities in a fast-paced work environment

• Exceptional communications skills — verbal, listening and written; ability to resolve a wide range of issues

• Superior teamwork and collaborative skills; ability to influence without authority

• Possess communication, presentation, and project management skills

• Be the “point of contact” for all Technical Losses across all Business Lines.

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