Kevin Rogers

** **** ***** • Sparta, NJ • *****

Phone: 973-***-**** Email: adhfs6@r.postjobfree.com LinkedIn: LinkedIn.com/in/KevinRogers-NJ EXECUTIVE SUMMARY

Customer-focused leader with 25+ years of experience successfully driving quality and business results in the payroll service industry. Overall performance criteria centered on achieving the strategic goals of the organization, resulting in record improvements to client satisfaction, business retention, and associate productivity. LEADERSHIP SKILLS

Strategic Planning

Succession Planning

Project/Program Management

Collaboration

Business Transformation

Risk Mitigation

Human Capital Management (HCM)

Remote/Matrix Management

P&L Responsibility

Call Center Management

Talent Development

Client Relationship Management

PROFESSIONAL EXPERIENCE

Automatic Data Processing (ADP) Roseland, NJ

Senior Director, Payroll Tax Client Services (Compliance Solutions Division) Parsippany, NJ 2014 –2019

Led National Account Payroll Tax and Amendment Services organization (110 associates)

Managed teams responsible for resolving complex payroll tax issues including agency notices, amended returns and the processing of W2s/W2Cs

Focused efforts on enhancing overall National Account client payroll experience, via interactive voice response (IVR) improvements, Client Relationship Management (CRM) revisions, and client education on self-service platform—resulting in highest Net Promoter Score (NPS) among all tax groups

Collaborated with my HR Business Partner for the roll out of the annual benefits program for Compliance Solutions Division service group

Responsible for large scale HR initiatives including succession planning, annual performance reviews and the employee recognition program

Partnered with development team to refine client-facing tax portal, based on results of customer journey mapping

Migrated 350+ internal associates to appropriate functional teams in order to staff newly designed

“Tax Center of Excellence” Shared Services Organization

Presented tax government agency notice strategy to client panel as member of Client Advisory Board resulting in re-designed client support model

Vice President, Financial Services (Small Business Division) Florham Park, NJ 2008 – 2014

Established newly consolidated Payroll Tax/Banking organization in 8 locations (140 associates)

Chosen as executive vendor relationship manager, representing Division for three largest credit bureaus

Created offshore support teams in India and Philippines to supplement US onshore efforts

Introduced associate scorecard to monitor call and productivity metrics, including calls/associate, average speed of answer, length of call, cases/associate, and case close timeline to provide data-driven strategy

Hired support teams in El Paso and Augusta, saving $1M in labor expense

Achieved internal associate satisfaction survey score of 4.75/5.0 from direct reports and 4.4/5.0 from peers

Vice President, Service Management (Corporate Compliance) Florham Park, NJ 2004 – 2008

Selected as Executive Sponsor for multiple division-wide national projects within the Project Management Office including Amendment Standardization, Business Continuity Process, and Risk Mitigation Initiative

Served as Division’s executive leader as part of cross-functional operational control team – partnering to ensure accurate implementation of payroll statutory requirements for 450K small business clients

Designed “TotalPay” money movement policy for Small Business Services Division to reduce risk and exposure to fraudulent activity

Executive leader responsible for managing the Small Business Services Division’s National Employee Recognition Program

Division Vice President, Payroll Processing Center (Small Business Division) Parsippany, NJ 2000 – 2004

Accountable for $75M P&L (New York Metro, Buffalo, Rochester, Syracuse)

Directed payroll service organization for 30,000 small business clients (200 associates)

Achieved highest profit margin within the 32 Small Business Division’s service centers, earning the 2001 Profitability Award

Increased quality survey satisfaction results over 4 year period, from 79% to 86%

Consolidated Mt. Arlington and Allendale operations into NY Metro Service Center Area Vice President, Payroll Operations Executive (Small Business Division) Parsippany, NJ 1996 – 2000

Responsible for $35M P&L (New York Metro, Mt. Arlington, Allendale)

Hired, trained, and motivated payroll team to support 15,000 small business clients (120 associates)

Installed $12M in new small business payroll sales (6,000 units)

Directed the Implementation and Service departments for largest Small Business service center (NYM)

Improved client retention from 82.4% to 87.8%, earning the Business Retention Improvement Award Director Major Accounts, Financial Services Parsippany, NJ 1992 – 1996

Led tax/banking support to multiple service teams for 20,000 tax clients (52 associates)

Converted Chemical Bank’s 3,500 payroll/tax clients to ADP’s payroll/tax/banking system

Implemented “Full Service Direct Deposit,” enabling ADP to compete with banks

Designed procedures for reducing risk on multi-million dollar daily direct deposit transactions

Combined 2 separate operational departments into a unified financial services organization, increasing productivity and reducing labor expense

MAJOR ACCOMPLISHMENTS

Multi-year President’s Club Recipient

Payroll Service Center Profitability Award

Business Retention Improvement Award

President’s World Class Service Award

American Heart Association Pacesetter – Walkathon Organizer (1998 – 2008)

Business Owner – Mrs. Rogers’ Neighborhood Nursery School (1988 – 1992) EDUCATION AND CAREER DEVELOPMENT

MBA – Fairleigh Dickinson University

BA, European History – Montclair State University

Disruptive Leadership: Fostering a Culture of Game Changing Innovation – NYU Stern School of Business (2013) Managing High Performance Teams – NYU Stern School of Business (2012) National Automated Clearing House Association (NACHA) Seminar Dale Carnegie Public Speaking Course

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