Jessica Lagin

• Managing Client Business Developers, Data Analysts, and Implementation Team Managers, a total team of 26 consultants.
• Actively drive strategies for customer care and success, focus on client development and revenue optimization activities
• Part of the Management team defining business strategies and business development
• Engaged in due diligence for mergers and acquisitions
• Develop and improve customer journey and customer care model across the organization
• Led implementation and integration of customer-focused platform
• Contributed in building an attractive offer and pricing models of payroll and accounting service solutions.
• Build and improve up-sale strategies
• Goals and Budget (implementation/upsale/churn/customer satisfaction)
• Optimized allocation of resources for increased efficiency
• Led initiatives targeting operational efficiency and quality enhancement
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Directing operations for a large team including multiple managerial roles
• Part of the Management team defining business strategies and business development
• Develop and build an attractive offer of payroll service solutions
• Developing operational strategies and enhanced operational models
• Goals and Budget targeting and follow up
• Optimized resource management processes
• Drive projects to improve efficiency and quality
• Handled complex escalations at an executive level
• Created plans to ensure compliance with regulatory requirements, quality standards, and customer service goals.
• Point of contact for global partnership collaboration
• Negotiated contracts and pricing with business partners
• Established key performance indicators for measuring success

• The primary objective of this combined senior role is to take ownership and responsibility to strengthen the APAC region - define and execute key aspects of business management and executive business relationship for a Network of payroll subcontracting Partners in APAC region
• Leading set of teams of Partner Managers, Implementation Managers, Client Relationship Managers
• New Countries & Partners - Acquisition process (research, due diligence, onsite meeting, selection, contract management) of strategic Subcontractors in chosen territories.
• Subcontracting Agreements - Negotiation & management and ongoing compliance with corporate obligations
• Audit Reviews – yearly assessment on partner compliance
• Network Pricing Management - Partner pricing and other direct Partner costs negotiation (partner margin)
• Partner Policy - Help of Defining policies that reflect business and strategic intent, consistent network wide
• Service scope – expand service scope for revenue optimization
• Presenting ADP Network Management to prospect clients and training ADP sales
• Executive Relations - Establish long term, mutually successful business relationships with business leaders, regular business reviews
• Executive Escalations - Liaise and resolve major disputes in business & operational matters
• Plan and execute yearly workshops on both operational and executive levels
• Monitored customer feedback and provided strategic advice on process improvements.
• Provided reports and presentations to executive management on business partner trends, preferences, and strategies for improvement.
• Facilitated cross-functional team efforts between sales representatives, operations personnel, technical staff, finance professionals in order to provide the best possible service experience for customers.

• Managing Key Client Major Accounts worldwide as a single point of accountability for an outsourced Global Payroll Solution covering 80+ countries worldwide
• Contract owner
• Manage the client relationship, satisfaction and forecast at headquarter level through Service Reviews, Quarterly Business Reviews and Strategic meetings
• Part of Client Advisory Board
• Solve potential issues that may prevent the satisfactory and timely completion of the global services, by conducting action/monitoring plans to ensure deliverables
• Conduct Service Metrics, satisfaction surveys and KPIs
• Negotiation of client contract terms and pricing.
• Project Management of new client implementations and internal projects for business improvements
• Sales Projects, act as a sales representative to advice on the fit of ADP Streamline solution to the needs of the client expansion
• Induction Manager for new hires (Account Managers)
• Established relationships with key stakeholders, customers, and partners to ensure successful account management.
• Collaborated with internal departments such as sales, marketing, finance, operations, and legal teams on a variety of projects related to client accounts.

• Managing 37 Client SME/Major Accounts over the world as a single point of contact facing the client for a Global Payroll Managed Service Solution
• Monitor and manage the client relationship, satisfaction and forecast at headquarter level through Service Reviews
• Submit recommendations and action plans to improve the relationship with the client, with ADP countries and with ADP Streamline partners
• Facilitate client to adopt consolidated services and to move into a centralization mode
• Ensure the appropriate transition from the setup of the new client to the service model including the usage of Consolidated Services System (reporting, invoicing, KPI)
• Project Management of new implementations set up client specifics, internal projects
• Sales Projects, act as a sales representative to advice on the fit of ADP Streamline solution to the needs of the client

Affiliated Computer Services, Inc. (at the time) a Fortune 500 company with more than 55.000 employees in nearly 100 countries and the leading provider of mission-critical, non-core business process outsourcing and information technology solutions to blue-chip clients worldwide.

• Lead the outsourcing of the payroll and personnel administration from the client, General Motors Sweden to ACS’s HR Service Center in Barcelona
• Operational responsibility for sub-contractors and a large team of HR administrators who handle personnel administration, payroll, travel expense and clock cards for 6000 employees
• Plan and transition off shoring to Poland
• Compiling operational incident reports
• Annual performance plans, bonus goals and ensuring adherence
• Ensure that the corresponding KPIs and SLAs are adhered to by the team
• Recruitment
• Decommissioning and data archiving of client’s legacy systems (Data migration SAP to PeopleSoft)
• Weekly meeting with GM country manager, GMHR and vendor team
• Handling Change Request from client
• Development of standardized processes and implementation of new tools, forms and systems to facilitate these

• Operational responsibility of a team of HR administrators including travel expense administrators and data entry
• Responsibility for the daily operations and manning
• Setting the team’s bonus goals and ensuring adherence
• Processing and solving escalated payroll and HR administrative issues
• Ensure that the corresponding KPIs and SLAs are adhered to by the team
• Recruitment
• Operational metrics
• Training and introduction of new employees
• Implementing new processes and tools to optimize efficiency

• Processing and solving escalated payroll and HR administrative issues
• Responsibility for the daily escalations
• Provide support for the Team leader
• Knowledge transfer and follow up on training within the team

• Part of a team of HR professionals
• HR project contracted by General Motors
• Being the first point of contact for client’s employees on personnel administration and payroll issues, using CRM HRW
• Payroll and PA data entry, using SAP, ODM
• Handling company benefits and staff reference requests and issuing official documents
• Create and updating manuals and Work Instructions