2019091701在线转换不了GlobalExcellence_Sep19_D

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EDITION 6
SEPTEMBER 2019

Global
Excellence

International
Associate Magazine

Don McGuire Leadership Memo
President, Employer Services
International Welcome to the September Edition of Global Excellence – Our ESI Associate
Magazine.

With Summer in the Northern Hemisphere now behind us, we have a great deal to
be proud of and celebrate from across our business. In this edition we take a closer
look at many of our most notable recent achievements, including the launch of
our new Multi-Country Payroll Offer and successful close to FY’19. You’ll also find
updates on the many exciting and transformative global & local global initiatives
taking place across our Business Units.

The ESI Leadership team and I welcome your feedback on Global Excellence and
suggestions for future content you would like to see featured, either directly or via
[email protected].

Best regards,

Don

Recent Associate Videos & Media

In case you missed it… My ADP Portal for Associates Thank You from the ADP
Leadership Team
ADP Celergo New Product Launch
with Tim Callahan

Inside this issue… 11 #BreakTheCeiling Update 20 LATAM Everyday Excellence Event
12 Meet the Teams – EMEA SCP Team 21 APAC Features & Updates
03 ADP Celergo New Product Launch 13 CSL – Spotlight on Service 25 Talent Acquisition Updates
04 ESI Service Delivery Awards 2019 14 France – Celebrating 4th July 28 Global Learning – The Quest for
05 Recognising our Shared Success – 15 Winds of Change in Iberia
16 Netherlands Features & Updates Service Excellence
The Win as One Bonus 18 Poland – Everyday Excellence Ice 29 Interview – In & Out of the Office
06 ADP Welcomes Softcom
07 Introducing Genesys - Our Next Challenge with Paola Rubbino
19 GlobalView North America Payroll 30 Just Back!
Generation Client Experience 31 Global Flavor – A Taste of Italy
08 Everyday Excellence Success Automation
10 BPI – Our RPA Journey in the

Netherlands

CSL ONE

Celebrating our
New Product Launch

1 July marked the launch
of our new Multi-Country
Payroll offer – ADP
Celergo - The next step
in the integration of ADP
Celergo & Streamline
(CSL) as truly one
business unit and the most
important milestone so far
on our journey together.

View the New Product Launch Presentation with Tim Callahan here.

Tim Callahan and Stan De La Foye Recent & Upcoming CSL Highlights
in Barcelona • Our first ADP Celergo (joint-offer) deal has been signed with Airwallex.

Associates in Deerfield celebrate Congratulations to Serge Malgin and the APAC team for their great job.
our joint offer launch • On 4 July in Barcelona we hosted the EMEA Partner Network Workshop where Celergo

Client Service teams from Budapest and Barcelona came together to answer questions
from our partners.
• ADP Celergo Release 5.2 has been successfully deployed. This release includes major
features and tools.
• eService/Siebel deployment is completed and currently available for ADP Celergo.
It will be made available for Celergo legacy clients in the coming months.
• Our Phase 3 Kick-Off workshop will take place during the 3rd week of September in
Barcelona in line with our program to transition clients from Streamline to ADP Celergo.

More on CSL in this edition…
• Spotlight on CSL Service – Read more on page 13

Keeping You Updated
Make sure to check out the regular ADP Celergo Email Bulletin Updates, along with all other
communications which are archived on SL ADPworks.

03

ESI SERVICE DELIVERY

Congratulations to our 2019 ESI
Service Delivery Award Winning
Business Units

Service & Implementation Leaders
pictured with Don McGuire and
Frank Smits receiving awards on
behalf of their Business Units:

(L-R): Dawn Wautier, Innocenzo
Casanova, Jessica Zhang, Raul
Sibaja, Maurizio Confalone,
Frank Smits, Alexander Marzen,
Agnieszka Desparak, Eddie Megas,
Jean-Matthieu Weinmann, Adrian
Ward, Don McGuire, Claudio
Maggieri, Carlos Oliveira, Sirsha
Haldar, Jitka Soskova and Chris
Bradshaw.

In June, at the 2019 ESI Service Delivery Senior Leadership Meeting in
Barcelona, Spain, our Service Delivery Awards for 2019 were announced. These
awards recognise the outstanding work done that has been done across a range of
key transformational areas.

Highest Relational NPS Highest Adoption Rate – Siebel Biggest % Reduction in Contacts per
1st Place: Italy Spain Client
Runner Up: China GlobalView
Highest Gross Margin
Highest Adoption Rate –eService Australia Most Improved Implementation NPS
Brazil 1st Place: LAHC
Most Improved Relational NPS Runner Up: GlobalView
BPI Performance Award 1st Place: Spain
France Runner Up: Italy Highest Adoption Rate –
My ADP Portal
Highest Implementation NPS Highest Adoption Rate – Poland
1st Place: Italy Client 360
Runner Up: Germany Spain

Congratulations to all the teams involved in making change happen across ESI.

04

ESI

Recognising Shared Success
with our Win as One Bonus

ONE As Carlos Rodriguez recently announced in his latest
blog, ADP closed FY’19 meeting or exceeding all nine of
our goals for the entire fiscal year. At an ESI level, having
set ourselves equally ambitious targets, we had a very
successful year and achieved an overall performance
factor of 108% against our goals. This would not have
been possible without your hard work, dedication and
focus on our core priorities.

Read, watch the video and join in the conversation on Carlos’ latest blog.

To recognize your contribution to our shared success, for the first time ever,
eligible associates* will receive a Win as One Incentive bonus payment of 4% of
salary in September. Further details of this will be shared at focal point reviews
this month.
As we continue our transformative efforts together - Thank you for your
continued commitment to ADP and to our clients.

* ELIGIBILITY CRIERIA:
Open to associates not currently on an ADP bonus scheme, who have been active by 1 April, 2019
and whose performance is in good standing. Sales associates who are eligible to earn sales incentive
pay are currently aligned to our Win as One growth pillar targets and, therefore, are not eligible for
this additional incentive approach.

05

ESI

ADP Welcomes Softcom

On Friday 14 June Softcom Ireland became a part
of ADP UK & Ireland. Softcom has been a valued
Streamline partner of ADP’s for over 10 years and are
an established payroll & human resource provider in
the Irish market.

The partnership with Softcom is a huge opportunity for ADP “Having the great service commitment of the Softcom team
as it allows our business to expand into the Irish market, married to the reach and capability of ADP is very exciting.
allowing our UK based teams to simplify the way they work With a focused sales team to drive growth for the local
with their current client base who have presence in Ireland. market in Ireland we will see some tremendous growth over
the next few years”.
Softcom have nearly 40 associates based in Dublin, and the David Johnson, UK Service Director
UK & Ireland team, led by Service Director David Johnson, are
currently focusing on operational delivery and integration of On behalf of ADP – A warm welcome to all Softcom
the Softcom team into our business. associates.

A lot of hard work and collaboration has been involved in
making this positive partnership a success, and this continues
to be key, so thank you to our Corporate global colleagues as
well as UK teams including GETS, Legal, HR & Finance.

Here’s what our leaders had to say about this exciting
development:

“Softcom built its reputation, much like ADP, on the values Julie Lafferty, Jeff Phipps, Gerry Reidy, Deirdre Edwards, Patrick Reidy and
of initiative, innovation and teamwork and we are thrilled to David Johnson
welcome the talented team to ADP”.

Don McGuire, President of Employer Services International

“Spending time with our new colleagues at Softcom has filled
me with confidence at how we can grow in Ireland as well
as providing more seamless solutions for our clients in both
Ireland and the U.K. Exciting times!”.

Jeff Phipps, General Manager UK & Ireland

Jeff Phipps and David Johnson with the Softcom team in Dublin

06

Introducing SERVICE DELIVERY
Genesys –
Advanced ESI SERVICE DELIVERY
Technology ONE SYSTEMS
for a Next
Generation In 2020, following Pilots across a number of
Client Business Units, we will begin to rollout Genesys
Experience Omnichannel across ESI.
This advanced technology will support and empower
our Service Associates to deliver a next generation
experience to our clients.

With the implementation of Genesys Omnichannel technology to a single interface, so when it comes to client interactions,
across ESI, we’re working to implement scalable, standardized service associates will always have what they need at their
and comprehensive next generation contact centre technology fingertips, and can switch between different channels
to benefit you and our clients. Genesys Contact Centre instantly within the same desktop application. The rollout of
technology will greatly improve how we interact with our Genesys will begin with a pilot phase.
clients through an integrated variety of voice and digital
channels (Interactive Voice Response (IVR), Live Chat and About the Pilot
eService) which will all seamlessly connect via a single
desktop application. This will give our service associates a The initial pilot phase will see the implementation of Voice
complete picture of all client communication, no matter which (IVR) and Chat Capability for a group of products (iHCM
communication channel they used, and our clients the added and Decidium) in 7 countries for a period of 8 months. Future
option of being able to use live chat to connect with us. releases will include scaling voice and chat solutions beyond
our pilot countries, across the rest of ESI. Service associates
We want to create a simple, seamless experience for participating in the pilot and post-pilot rollout will receive
associates in managing client interactions. The introduction of training on new state-of-the art IVR systems and features
Genesys Contact Centre technology will enable us to better such as Web Chat that we’re introducing.
deliver the right information, to the right person, at the right
time, allowing you to pause an activity and resume it later Staying Up-to-Date on Developments
from any channel without disrupting the workflow.
The pilot and introduction of Genesys is being led by our ESI
About Genesys Service Delivery Systems team under the management of
Padraig McGuire, Director- Service Technology ESI, working
We’re working together with Genesys, the trusted together with our local management and service teams.
market leader with a worldwide presence and 28 years of Further updates and details on the pilot and introduction
experience in selling, marketing and developing contact of Genesys will be shared at a Business Unit level over
centre platforms. The state-of-the art platform we’re the coming months and we look forward to sharing global
implementing will integrate both call and web chat services updates on progress with you in our Global Excellence
Magazine each quarter.

07

CLIENT LOYALTY

Recognising
Everyday Excellence
Success in ESI

Launched in January of this year, Everyday Excellence
is our ESI initiative to promote a culture of sustainable
client excellence every day while also driving associate
engagement, based on the three pillars of education,
engagement, and recognition.

Launched in LATAM in 2016 with strong results showing in Associate
Engagement Survey results and client NPS results, it was clear that Everyday
Excellence was something we should ensure we were replicating across our
organisation. With this in mind, Everyday Excellence was formally launched in
FY19, with local programs modelled on the LATAM approach based on the three
pillars of Engagement, Education and Recognition. In other Business Units,
there were already similar initiatives up and running, which have been brought
under the Everyday Excellence umbrella, adding elements where needed to
ensure that the three pillars are covered across ESI.

08

CLIENT LOYALTY

It has been a very successful year, with highlights from some Callahan on 10 July: Posters, banners, balloons and stickers
Business Units including: mean that the Everyday Excellence call was heard across
the globe with events taking place simultaneously in
• In France, Switzerland, and Tunisia, the local team held Chicago, Miami, Budapest and Barcelona.
a successful kick-off event in December, sharing their
approach to Everyday Excellence, with 11 different work • In Barcelona and Madrid, the Iberia Everyday Excellence
streams focussed on different aspects of the three pillars, team held many activities based on 3 main pillars of the
accompanied by regular communications and Service program, including client events, a comprehensive training
Excellence training. They are now developing their plans program and a successful book fair for charity, as well
for FY20, which include more engagement initiatives, as regular “Coffee Breaks” with their local leadership
Great Place to Work certification, and a review of their team. The local team have developed their own brand, and
awards system. have a widely used points system up and running. The
enthusiasm for Everyday Excellence in Iberia has been
• In Poland, we are happy to say that Everyday Excellence impressive, with the local team always being one of the
is seen as one of the most fun projects to be involved in! first to meet calendar deadlines set centrally, and always
Poland has a dedicated Everyday Excellence committee with a very high degree of engagement and energy – if
which responds to associates’ interests, organizes there had been an award for the best start into Everyday
events, and is an ambassador for the program in Poland. Excellence in 2019, Iberia would have been one of the
Under the Everyday Excellence umbrella, they have held leaders in the race!
several initiatives such as the Professional Learning
Café, Academy of Competence Development, CSR and • In Italy, Everyday Excellence has been a central theme
CSR actions. They will be focusing more on breaking since their pilot phase launch in March, with events such
down internal silos in FY20 and developing even more as leadership cafés, talk shows with experts, iWin and
engagement initiatives. Read more about Poland’s Ice Pride events, as well as a series of customer-centric
Challenge on Page 18. trainings held. They are planning both a quarterly award
as well as a yearly one, and all of the team is excited about
• In China, there is a dedicated Everyday Excellence growing the program in FY20.
committee which held its formal kick off in August.
However, the business has also held several events Over FY20, the central Everyday Excellence team will be
already, including an insightful video discussing iWin in focussing on stabilizing the program as it is, and bringing all
APAC, and the “Fantasy Battle” themed Annual Dinner Business Units to a consistent level, by offering guidance
in January. Look out for more APAC updates in the next and best practices where needed, and creating an Everyday
edition of Global Excellence. Excellence Community through enhanced communications,
case studies, shared workspaces and videos. They will also be
• ADP Celergo & Streamline (CSL) has embraced and launching an ESI-wide Everyday Excellence Award.
embarked fully on the Everyday Excellence adventure,
and the project team has planned and launched an It’s going to be another great year for our associates and
exciting program for FY20, as well as finishing the year for our customers, and we look forward to helping Everyday
by celebrating the first CSL GM Awards, delivered by Tim Excellence evolve and grow throughout all of ESI.

You can read in more detail • Netherlands • Poland • LATAM
about a number of other high- Everyday Excellence – Everyday Excellence - ‘Journey
profile Everyday Excellence Are you on Board? Heartbeat Ice Challenge of Excellence’ Event
highlights in this edition:
Page 16 Page 18 Page 20

09

RPA

Acceleration of our Robotic Process
Automation Journey in the Netherlands

With the rapidly changing ways in which technology is shaping our daily working ONE
life, the adoption of Robotic Process Automation (RPA) - is a logical next step.
This will enable us to more efficiently complete time consuming manual tasks,
reduce errors and free up our associates to focus on adding value to client
relationships. Following several years of hard work in getting our processes
standardized through BPI, at the end of FY18 the Netherlands Service teams
commenced their RPA journey. To find out more, Global Excellence recently spoke
to Floris Bos, Director of Services for the Netherlands.

Prepared with detailed process maps, process data, and a Grow – We empower our associates to take part in the success
multidisciplinary team, we accelerated our RPA program during of our RPA program. The work that we automated with RPA
our ‘discovery event’ and ‘ramp up and acceleration event’ which provides our associates with opportunities to work on higher-
took place in Pune, India. Here, together with the ESI BPI Team value added projects, making better use of their expertise and
we organized an intensive 5 day event focused on how we would ADP knowledge, for example, purposes like the migration of our
automate manual repetitive and routine tasks, empowering our local solution Perman to iHCM.
multi-disciplinary team to to think out-of-the-box. Over 7 months,
the Netherlands Services RPA program delivered two out of three Our RPA program is focused on improving efficiency and
projects with the focus of making the daily work of our associates productivity, but the RPA journey of Netherlands Services also
easier, more efficient, and more engaging following the ADP touches the other two pillars of the Dynamic Triangle Approach
strategy of Simplify, Innovate, and Grow. (DTA), Client Loyalty and Associate Engagement. RPA means less
rework, which increases quality. By automating repetitive and
Simplify – Associates can execute the automated payroll routine work we are empowering our associates to deliver more
process with a click. Simple! RPA ensures that mundane added-value towards our clients resulting in “Happy People, Happy
and repetitive tasks are processed in a consistent way each Customers”.
and every time in compliance with the SOC framework. Our
automation eliminates the need of human intervention, Commenting on the success of the RPA implementation in
preventing security incidents due to human error. the Netherlands, Paul Sharrock, VP BPI & RPA commented,
“Implementing RPA is a truly collborative operation. The
Innovate – With our IBM / RPA integration, we allow a seamless Service team in NL, led by Floris Bos, and the central Process
transfer of tasks between our associates and virtual associates Digitisation team, are working together to take out the
supporting them with their daily work - A crucial step to the necessary manual repetative work and replacing it with todays
success of our RPA program. Our aim was to define a generic technology – and they are winning -This is a great example of
integration that can be used by the Netherlands and all other Wining as One ADP!”.
Business Units to accelerate their RPA journey and Win as One.

Exploration Discovery Execution Ramp up

Setting up the Accelerate Improving and Automating Increase
foundation opportunity standardizing end-to-end automation
finding the processes process saving

Netherlands RPA Discovery Event

10

#BTC

Global #BreakTheCeiling
Update

One of the key #BTC initiatives is to ensure greater presence and visibility of role We have also progressed the
models at all levels, highlighting women’s personal & professional journeys to better #BTC Sponsorship focus area with
engage and inspire you. targeted actions; pairing some of
our female talent across ESI with a
On 17 June in Barcelona, we completed our 5th Career Conversation with role models mentor from our global WIL (Women
from across ESI, where Don McGuire, Anaïs Beaucousin (VP Service Delivery in Leadership) organisation. WIL
Systems, ESI) and Guadalupe Garcia (Senior Director, Talent Partner ESI) hosted a is a group composed of ADP´s top
panel discussion on career progression and development. The panel included: women executives, who together
lead 43% of ADP´s associates
• Dawn Wautier (DVP Implementation, GV HCM) and are committed to lift as they
• Virginia Magliulo (GM Southern Europe) climb. The initial feedback has been
• Kathleen Winters (CFO, ADP) very positive and we will look to
• Marcela Uribe (VP Assistant General Counsel, ESI) expanding this programme in the
• Els Van-Den-Eynde (CFO, Streamline) coming year.

Over FY19 we increased the
representation of women in
executive positions across ESI by
7% which resulted in us exceeding
our initial target by 3%. We intend
to continue these efforts with new
targets for Fiscal ’20.

Anaïs Beaucousin Guadalupe Garcia We look forward to sharing further
exciting #BreakTheCeiling news in
You can access the audio recording of this session via iWIN Global ADPworks. Look future edtions of Global Excellence
out for further conversations which are planned for this fiscal year, including one throughout FY20. To learn more
with Maria Black on 19 September. about iWIN and how iWIN can
benefit you – check out our latest
In partnership with iWIN, the Role Model Programme will launch later this fiscal year video here.
across iWIN chapter locations. This programme is designed to celebrate and create
visibility of women at all levels in the organisation who are identified as role models. 11

CLIENT PARTNERSHIPS

Get to Know our Teams Composed of 10 associates
based across ESI in EMEA,
EMEA our Strategic Client
Strategic Partnership (SCP) team is
Client charged with looking after
Partnerships our most important clients.
To find out more about their
role, mission and vision,
Global Excellence put three
important questions to
Laurent Sans, VP Strategic
Client Partnership EMEA.

What is the overall mission of the SCP team?

Laurent: Our overall mission is to both protect and grow
our most strategic clients. Our EMEA team is composed of
10 associates spread across different countries managing
a portfolio of leading high-revenue multinational clients
worth $235M annually to our business. These clients use
a range of ADP products such as GV, CSL, BoB and include:
Syngenta, HMShost, Microsoft, Bombardier, Bank of
America and Coca Cola, for example.

What is your team’s vision?

Laurent: Put simply, it’s to connect our client’s and ADP‘s
businesses (goals, people, organization) to foster a long-
term and mutually profitable partnership.

Can you share more insights into the role of an SCP?

Laurent: The SCP serves as our client’s primary strategic
contact within ADP, ensuring that their goals and objectives
are communicated and understood throughout ADP. We sets
and maintain the appropriate governance structure between
the client and ADP to support business alignment.

SCPs manage the relationship with commercial
responsibility for contract, contractual changes and
new business. We are focused on adherence to client’s
business priorities, assessing future needs and making
recommendations for improvements. We also address
contractual terms and performance related aspects and
any global escalation to support our clients. Everyday we
work with many diverse teams across the organization to
ensure alignment, and we enjoy strong collaboration with,
for example, Operations, implementation, Finance, Legal,
Product, Sales, GSO, BPI and Marketing. Our performance
scorecard is based on retention, NPS and revenue growth.

Look out for more introductions to teams across in ESI in
future editions of Global Excellence.

12

CSL

Spotlight on Service

The launch of one of the most exciting product offerings in the history of global payroll has been a highly motivating
factor for our global team of service professionals, with our service organization scaling new heights in preparation for
the launch. To find out more, Global Excellence spoke to Eva Kolasinski, Senior Director, Operational Excellence in CSL.

To ensure that our clients are the happiest and best-served Service Associates in Deerfield (l-r): Weili Koa, Joe Liuzzi, Janos Olgyay,
in the industry, our CSL Service team have recently realized Anna Machnik, Marta Bobolewska, Rita Zemplini, Almira Ahmetovic, Lina
numerous opportunities across all aspects of service. Szaks, Anita Banasik, Kelsey Donahue, Josephine Anagor, and Sana Hayat
Our team is now nearly double in size and includes Client
Account Managers (CAMs), Service Delivery Managers Sebastian Millan, Alex Hayman, Sana Hayat, Meghan Dugan, and Camilo
(SDMs), and Supervisors based in Chicago, Budapest, Lozano
Singapore, and Barcelona. The physical growth of the
team has also lead to expanded facilities in Chicago and (Back l-r): Ahmad Tansheet, Sheetal Cunningham, Satya Neelapu
Budapest. We have also teamed up with the fantastic (Front l-r): Prabhu Sobanadhas, Suresh Kamma, Eva Kolasinski
eLearning group to launch effective and well-received
training. These trainings are conducted in conjunction with 13
on-site workshops for the SDM teams that handle the most
complex enterprise clients.

We are now in the process of preparing for the realization
of our iCAM concept which will complete the full suite of
offerings for our current and future clients, and have also
officially on-boarded our ITOS service colleagues from
LATAM and India. We are thrilled to continue to benefit
from their expertise as CAMs and iCAMs in some of the
most demanding Central and South American countries.

The service tools available to us on a global scale has
complemented the impressive growth, and we are now
busy preparing for the adoption of Siebel CRM which
includes eService client-facing ticketing, call center for
associates, partner portal for In-Country Partners (ICPs),
and using the tool as a ‘single source of truth’ repository
for all client data. The data migration has been intense, but
the efficiencies, security improvements, and audit trail
capabilities of the tool are definitely worth the effort. We
are excited to incorporate Siebel into our global service
model and do not doubt that we will continue to hone
it to enhance our client experience and internal service
efficiency.

It has indeed been a whirlwind year – and we are looking
forward to another exciting year ahead!

FRANCE

USA
Independence
Day Celebrations
in France

In keeping with a tradition started
in 2017, on 4 July last associates in
France came together to celebrate
US Independence Day with fun-filled
barbecues at our French offices.

While France celebrates its own Independence Day on 14
July, in a nod to our US colleagues on their Independence
Day, all our site managers put their very best efforts into
organizing a memorable day for all associates in what has
become something of a tradition in ADP across France. It’s
also a great time to get together and celebrate the end of
the last fiscal year, and beginning of a new one.

In addition to our 4 July celebrations, France associates
also participated in many other celebrations during
the fiscal year. One such event included the traditional
French celebration of “Galette des Rois”, or “King’s Cake”
on the fest of Epiphany, which takes place every year in
early January.

Associates in Nanterre celebrate US Independence Day

14

IBERIA

Winds of Change
in Iberia

With one of the largest economies in Europe, Spain offers us considerable potential for growth. In order to take
advantage of this significant opportunity, it’s clear to our Iberia team that consistent, high-quality service is critical.
To find out how we are improving the sustainability of our operations and more, Global Excellence spoke to our Iberia
team based in Barcelona and Madrid.

Iberia Today to hire new associates, re-launching NPS Relational
our training academy in Barcelona, and
To our considerable advantage, across various other initiatives. Of course, our 5.1%
Iberia we have a diverse and experienced Iberia BPI team played a crucial role in
team of associates – over 50% of whom many of these projects. Additionally, as -35.4% -27.4%
are women. In addition, over the past a means to simplify our operations, there
number of months there has been a have been efforts to automate a standard FY17 FY18 FY19
healthy influx of talent to our teams. The naming convention for key payroll reports
Iberia team also has plenty of expertise and use Robotic Process Automation What’s Next?
with an average associate tenure of over (RPA) for the first time in Iberia. The Iberia team is currently working on
seven years and in-depth local legislative several initiatives which will further
and procedural knowledge. On the other Early Results improve our operations and associate
hand, Spanish payroll legislation is one of While some of these projects are still in engagement, including:
the most complex in the world. We have progress, the commitment and flexibility
to balance a focus on ensuring unfailing of our associates has been palpable, • Greater collaboration with our Tunis
compliance with tax and social security alongside positive responses from our location to create an end-to-end hub
requirements and reducing penalties clients. For the first time in recent
with consistently improving the service years, Iberia’s relational NPS turned • Improvements in the interface and
we offer to our clients. positive for the entire year, with an usability of our payroll application
improvement of 32 points over last year
The Process and 25 points ahead of our target. Our • Increased use of RPA
associate engagement score has also • Clearer career paths for our
Our team quickly realized that if we started to increase, improving six points
were to make a sustainable impact, as compared to the previous year. associates
we needed to work together. Our BPI,
Tier 2 (Technical Application Support), Associate Engagement This is just the beginning – and our
R&D, Implementation, Client Service, entire team is committed and energized
and HR teams, had to work together. 28% 34% to claim our leadership position in the
Our NPS and employee satisfaction Iberian market. We look forward to
had been consistently low for too long. FY18 FY19 sharing further developments with you
The team ‘rolled up their sleeves’ and in future editions.
started to focus on projects which
would stabilize our day-to-day work. For
example, redesigning our Social Security
compliance processes, improving our year-
end tasks, developing individual client
follow-up plans, reducing the time taken

15

NETHERLANDS

Everyday Excellence -
Are You On Board?

Being excellent is quite an SS Rotterdam Dynamic Triangle Approach
achievement, staying excellent
is an even bigger challenge! We ask our associates all year round, This meeting was the first in a series
But of course our Netherlands are you on board? Of course this theme within our Everyday Excellence
team is always up for the was also prominent at the quarterly program. The Dutch associates will
challenge. The basis is the meeting for all employees held earlier spend the year on a “voyage” between
Everyday Excellence program, this year held on the former cruise three ADP locations; Shanghai, Rio and
based on the idea of Happy ship, SS Rotterdam. Nobody could have Rotterdam, in each location learning
people - Happy customers. missed the theme. From the personal more about Simplify, Innovate and
welcome by the impeccably dressed Grow initiatives. The programme
The knowledge, commitment crew - the Dutch Management team, is based on the Dynamic Triangle
and involvement of associates the photo session with Captain Brand, a approach (Efficiency, Engaged
are crucial for the success of presentation on the customer’s journey Associates and Client Loyalty), with
ADP. That is why we invest in and finally drinks for all crew members. Happy People, Happy Customer at
development - we believe it is Welcome on board! This event yielded its core. An associate recognition
important to offer our people more than great pictures. programme with awards for
a career growth perspective outstanding achievements underlines
and involve them in policy and Our Customer’s Journey the importance of this initiative.
strategy. To speak in shipping
terms: it is important that our Deserving special attention is Ronald
people are, and remain on board. Lodder from our client Alara-Lukagro.
At the request of our sales colleague
Kevin Pagie, Ronald told us about
his ‘journey’ - from first sales contact
to implementation with ADP. This
was a perfect example of how every
associate and every department is
working on behalf of the customer.

16

NETHERLANDS

ADP Vlogs!

Netherlands colleagues Ada, Carola,
Chantal, Erik, Vincent, Henk-Jan, Roshanie,
Sanne, Calvin and Martijn are vlogging!
Last April they took a course with great
enthusiasm, tested equipment and since
then have produced a video every 2 weeks.
The productions can be seen on the Dutch
intranet and are widely appreciated.

The vloggers set to work on the initiative Carol Warnders and Vincent van Elk
of the Communication & Collaboration
working group, which previously concluded
that we at ADP know far too little about
each other’s work. What could be nicer than
a vlog to get a glimpse into your everyday
practice (and of course also the special
moments)? On to the next vlog!

Lylantse Friday 31 May was the last regular working
Baan Office day at our Lylanse Baan office in it’s
Closes for current state. Over the coming months it
Reconstruction will be a site of architects, contractors and
construction workers. On Thursday 23 May,
Dutch associates bid their farewells in an
appropriate way by attending an auction of
‘precious’ items in aid of our newly chosen
CSR charity, the Ronald McDonald House for
families of hospitalized children.

The entire ADP Netherlands community
took part in the auction under the inspiring
leadership of auctioneer Johan de Graaf. He
succeeded in selling off 80’s and 90’s style
decorations and redundant tools to nostalgic
and/or bargain hunting co-workers. All for
charity of course! Where the CSR-team
hoped to achieve a target of €2000, we are
extremely proud that we can ultimately offer
the Ronald McDonald House more than double
that amount, €4350. Congratulations to all
who took part!

Ada Knol, CSR Consultant

17

POLAND

Everyday Excellence /
Heartbeat Ice Challenge
in Poland

As part of our Everyday Excellence Program, in Poland associates have
recently been focused on the Heartbeat initiative, the aim of which is
to ensure that we offer excellent service to our clients every day. We
are achieving this through client-centric training and recognition of our
associates when they deliver outstanding service experiences.

In Poland we organize various fun events for associates on a monthly basis under the ADP
Heartbeat Program. We are pleased to share that in the month of July, we organized a
summer event called “Ice Challenge!” in our Warsaw and Bielsko-Biala offices.

The Challenge Katarzyna Raczkowska, Rafał Dziewulski, and Anna Barbachowska

With the Ice Challenge, our associates had a simple task of
tasting and guessing ten different flavors of ice cream. In
order to make the task more interesting, they had to do this
blindfolded. While it may sound easy, it was quite difficult!
Apart from the regular flavors like vanilla, chocolate, and
strawberry, associates also had to identify flavors like mango,
pear and peanut butter. Furthermore, our associates also got
creative by coming up with some imaginative flavors like green
tea, avocado, and raisin.

Pamela Nikolić won the challenge in Warsaw by giving
8.5 correct answers and Magda Puzoń, Izabela Hanel, and
Jędrzej Kopeć won the challenge in our Bielsko-Biala office by
identifying 8 flavors correctly.

Each of the winners were awarded 5 points and the
participants received 3 points each under our ADP Heartbeat
Poland program. Kamila Wiśniewska, Monika Hanzel and Ela
Ilkiewicz also received 5 points for helping in organizing the
event for which we are exceptionally grateful.

The event concluded with a tasty ice cream lunch for all our Wojciech Barabasz, Jędrzej Kopeć, Paweł Ciućka, Joanna Haraf, Maria
associates! We will continue to share more about Everyday Kotlewska, Monika Batelt, Monika Posłuszna, Magda Puzoń, Magda Nowicka,
Excellence and Heartbeat in Poland in future editions of Justyna Kołodziej, and Izabela Hanel
Global Excellence.

18

GLOBALVIEW

GlobalView North America
Payroll Automation

Over the past few years the Next for us was to look at how Robotic Process Automation
North America GlobalView (RPA) could automate the full payroll process including the
Managed Services organization validation steps. We are proud that we are now live with a
has undertaken an initiative to handful of stable clients and payroll areas on our RPA solution
automate our payroll processing with an aggressive plan to get the majority of our US clients
for both On Cycle Processing live in FY20. With our latest solution we also rolled out further
and Off Cycle Processing. To “guard rail” reporting which allows our clients to customize
get a greater insight into the acceptable parameters for certain reports (i.e. acceptable
project and key learnings, Global number of terminated employees with Net Pay). This
Excellence spoke to Troy Markusson, VP Client Services, enhancement to the process provides an added layer of service
GlobalView North America. we could not previously provide for all clients and payroll areas.

The journey began with us investing in the SAP delivered As we begin the global focus on payroll automation, I am
Process Models and automating many of the payroll steps in pleased to share some of our lessons learned:
the SAP system. This freed up our associates from having to
manually kick off each and every job in SAP and remembering • Consider the long term impacts of early decisions to limit
to choose the correct SAP variants. By freeing this time up, rework later – for us we needed to rebuild many client
associates were able to focus more on the payroll results specific process models during the RPA rollout;
themselves – adding further value for our clients. The result
was faster payrolls being completed with less errors for all of • You must standardize your processes, but be flexible and
our Canada and US accounts. creative to build solutions that allow for client specifics;

The initial leap into the automation arena sparked the • When possible bring in associates that know the processes
interest a number of associates in our Halifax, Nova Scotia well into your automation teams (this may even mean you
office. Friday Automation Sessions became a regular need to invest in training on the automation tools);
occurrence where they would play around with different
tools and processes to see what further manual work they • Optimize your processes and try to find further service
could automate for their current clients. This led to our first enhancements clients will benefit from with your
Automation Consultant role who rolled out his own Off Cycle automation solutions; and
Automation tool (GIZMO) for the majority of our US clients.
• Be flexible that not one solution may work for all countries
and processes – its rare that one solution solves all the
problems and research shows across companies that the
most successful companies wind up with “Integrated
Automation” strategies (meaning multiple solutions utilized).

Halifax, Nova Scotia I am very proud of the progress made to date in North America
and none of this would have not been possible without the
support of our entire Managed Services, Application Support
teams, and the ESI Service Delivery BPI & RPA organization.
The teams have brought great ideas forward to improve our
solutions and challenged us to fully vet all scenarios along
the way. Good luck to all in your automation adventure
and remember that creativity is contagious, and fostering
innovation drives positive and impactful change!

19

LATAM

Journey of Excellence
Event in Brazil

The ADP Excellence Academy recently hosted the “Journey
of Excellence” event in Brazil where knowledge, fun,
recognition, and excellence were all in abundance.

The primary aim of the 2019 campaign program – Our ‘Journey of Excellence’ event which took place in May
‘Transformation Wave’ is to create and permeate a culture demonstrated to everyone that service excellence actions and
of service excellence across our business in Latin America. We attitudes can be applied on a daily basis, engaging associates
are proud to share the success of the program in the region and and promoting positive results.
celebrate its fourth consecutive year in Brazil.

Carlos Oliveira, Alba Molina Johanna Grifinin and Sandra Perez Jean Rodrigo Santos, Marcio Soares, Carolina Tenorio,
Suzana Trevisan, Maria Moniz and Claudio Maggieri

The entire atmosphere of the event was energetic and lively. excellence challenges including the trail of excellence, and
From our themeatic room, custom t-shirts to being able to receiving recognition and MyMoments. All this and more
interact with Disney characters, associates were able to learn helped to make the event a great success.
more while visiting various stands, taking part in service

Check out this video to discover more about the event.

20

APAC

Launching ADP’s New Brand Throughout May
in the Asia Pacific Region and June 2019, our
APAC Marketing
HR Festival – Singapore team were fully
Our first destination was the HR Festival in Singapore where ADP was the platinum-level sponsor. focused on
There were more than 4,000 attendees at the event and you couldn’t miss us our presence with all launching ADP’s
the floor to ceiling advertising and the biggest booth (and the best coffee!). We interacted with brand in the
the attendees and asked them one of our key questions – what are you #workingfor? Asia Pacific. We
officially launched
Along with industry heavyweights like McKinsey Analyst Josh Bersin, our President for APAC the new ADP brand
Peter Hadley presented a keynote address to C-suite attendees. Kylie Baullo, VP Client Service, for prospects
APAC, shared her career story, and John Antos, VP Strategy presented the latest ADP research in and clients and
the Asia Pacific. Check out this video for a short glimpse of the event. introduced iHCM2
and ADP Celergo to
the Singapore and
China markets.

Drawing inspiration
from ADP’s SXSW
brand launch in the
US, ADP’s presence
at major HR festivals
in the APAC region
was unlike anything
we have ever done
before.

HR Tech – Shanghai

Our next stop was the HR Tech held in Shanghai where representatives from the
product, HR, Sales, Marketing, and Senior Leadership launched iHCM2 and Celergo
product offers. They also added ADP’s voice to discussions regarding the future
of work and how technology is changing the world of HR. This marquis event
attracted nearly 6,000 attendees and once again, our interactive booth was unlike
anything that was done before. Commenting on the event, Jessica Zhang, GM
North Asia noted “It was an incredible two days”.

Check out this video to discover more about
the event.

21

APAC

PeopleMatters Tech HR – Gurgaon, India
Our next event, PeopleMatters Tech HR was held on 1 and 2 August 2019 in Gurgaon, India.
ADP participated as the Gold sponsors for this event which was India’s largest HR technology
conference. The event drew more than 2,000 senior HR delegates and over 70 exhibitors,
focused on providing HR technology solutions and services. ADP launched two of its new
products at the event – ADP Databridge and ADP Vista HCM V5, our BoB product. We received
very positive feedback from both our booths!
Rahul Goyal, General Manager of India and Southeast Asia commented, “We had a solid brand
presence at the event and our message of ‘Global Payroll experts with strong local experience’
was very clear and stood out in the crowd. Congratulations to the Marketing, Sales, and Product
teams for making this event a grand success and a great start to FY20”.

Pictured (L-R): Somasundar Konduri, George Mathews, Ganesh Iyer, Niketa Chauhan, Kapil Takkalapally, Shilpa
Kankaria, Dr. Vipul Singh, Baskaran Balasubramaniam, Kavitha Rajan, Pramod Narayana, Joseph Paul, Laxmikant Tipathy,
Vijaykumar Naidu

The HR leaders with whom our team engaged at the booth were really impressed and the terrific
energy from the ADP team present at the event made this event a great success. So far we have
generated more than 100 leads and we are still counting opportunities!

What’s Next?
Our next HR Tech event will be held in Sydney, Australia, in November 2019. We look forward to
sharing all the exciting updates from this event in the next edition of Global Excellence.

22

New Client APAC
Advisory
Boards Put “The purpose of the Client Advisory Board is to create a
“Always more collaborative, long-term, and deeper relationships
Designing for with our highest value clients, and help ADP pursue a
People” into client-centric approach in everything we do,” commented
Action Kylie Baullo, VP Client Service for APAC.

With this in mind, we organized events that would make
our executive contacts see ADP in a different light – going
beyond payroll processing, understanding their future
challenges and objectives, and how we can work better
together in the future.

We sought out external speakers who could allow our
clients to bring insights back into their daily work, and
also shared with them a side of ADP that many had never
seen – our research insights in the Asia Pacific, a glimpse
into what the Future of Pay will look like, and how pay
factors into employee engagement strategies.

Recently, alongside launching our new brand
and new products in the APAC market, we also
took the opportunity to re-engage with our
clients in a new and exciting way. The launch of
new Client Advisory Boards in Australia, China,
and India and our Client Executive Forum in
Singapore (MNC Clients) led by Client Service,
represents our commitment to a new, more
client-centric approach.

The feedback from these events has been very positive.
Our clients enjoyed meeting each other, understanding
how each of them were using our services and learning
about ADP’s latest research on the Future of Pay.

23 23

APAC

BPI Workshop in Shanghai, China

When you think of robots, do you imagine large, clunky
machines rolling around, maybe something like Wall-E?
ONE Or do you imagine an automated voice-answering machine,
one that redirects your call based on the numbers you
press (or how well it understands your accent)?

As we know, Robotic Process Automation (RPA) is well and Transformation, Mitra Wani, Senior Director, Digital
underway at ADP, freeing our associates from repetitive, Automation, and Shantanu Singh, Senior Consultant, Global
manual tasks, and allowing them to focus more on adding Shared Services.
value for our clients. In fact, according to Carlos’ recent
update, ESI now has a virtual workforce of more than The event was intensive – every single step in the payroll and
200 virtual assistants and more than 90 processes live lodgment process, down to the keystroke, was documented,
in production. In FY19 Q4, ESI also enabled real-time reviewed, and questioned. “Stepping through the end-to-
integration between RPA and our Business Process end process means that every step is scrutinized. Without
Management System (BPMS). question, every single time we do this, there are steps in the
existing process that are solely done for reasons that made
On 10 June, representatives from China’s Product, sense five years ago,” said Paul Sharrock.
Service, and Process and Implementation teams, led by
Jenson (Jinxin) Cai, Process Automation Consultant and “Identifying opportunities for automation is part of thinking
Wendy Wang, Operation Process Director, kicked off a like an owner. An owner would ask – ‘how can I grow my
week-long workshop with Paul Sharrock, VP Business business without adding costs? How can we use technology
Process Transformation and Robotic Process Automation, to make our service more proactive?”, commented Jessica
Alex Draughon, Director, Global Process Automation Zhang, General Manager, North Asia.

Mitra Wani, Alex Draughon, Paul Sharrock and Vicky Chen and Jessica Zhang Group discussion with Wendy Wang
Jenson Cai 24

It was a successful week and we congratulate everyone who
was involved in the execution and success of this week-long
workshop.

TALENT ACQUISITION

Get Paid for Eligible Referrals!

Associate Referral Program Launches across EMEA, Brazil

Our Associate Referral Program is now • Jobs in Spain - https://adpen-sso.smashfly.com/ListJobs/All/
available across EMEA and Brazil! Search/country/ES

How does it work? • Jobs in Switzerland - https://adpen-sso.smashfly.com/
When you refer someone to jobs at ADP, they get a great ListJobs/All/Search/country/CH
career opportunity, we get an amazing new associate, and you
get paid for eligible referrals. • Jobs in Tunisia - https://adpfr-sso.smashfly.com/ListJobs/
All/Search/country/TN
Referring is easy; here’s how:
• Jobs in the UK - https://adpen-sso.smashfly.com/ListJobs/
1) Visit our Associate Referral Portal – this is where you All/Search/country/UK
find awesome jobs for people you know.
• Jobs in Brazil - https://adppt-sso.smashfly.com/ListJobs/All/
• Jobs in Czech Republic - https://adpen-sso.smashfly.com/ Search/country/BR
ListJobs/All/Search/country/CZ
• Jobs in LATAM - https://adpen-sso.smashfly.com
• Jobs in France - https://adpfr-sso.smashfly.com/ListJobs/ • Jobs in Australia - https://adpen-sso.smashfly.com/ListJobs/
All/Search/country/FR
All/Search/country/AU
• Jobs in Germany - https://adpde-sso.smashfly.com/ListJobs/ • Jobs in China - https://adpen-sso.smashfly.com/ListJobs/All/
All/Search/country/DE
Search/country/CN
• Jobs in Italy - https://adpen-sso.smashfly.com/ListJobs/All/ • Jobs in India - https://adpen-sso.smashfly.com/ListJobs/All/
Search/country/IT
Search/country/IN
• Jobs in Netherlands - https://adpen-sso.smashfly.com/ • Jobs in Philippines - https://adpen-sso.smashfly.com/
ListJobs/All/Search/country/NL
ListJobs/All/Search/country/PH
• Jobs in Poland - https://adppl-sso.smashfly.com/ListJobs/ • Jobs in Canada - https://adpen-sso.smashfly.com/ListJobs/
All/Search/country/PL
All/Search/country/Ca
• Jobs in Romania - https://adpen-sso.smashfly.com/ListJobs/ • Jobs in the US - https://adpen-sso.smashfly.com/ListJobs/
All/Search/country/RO
All/Search/country/US

Or, to search anywhere else, click here and filter:
https://adpen-sso.smashfly.com/

25

TALENT ACQUISITION

Please note, you can always access the Associate Referral Portal
using ADP’s main Associate Portal. Click “Make a Referral Now” to
get started!

2) Search open roles to refer your network – friends, family
members, former colleagues and classmates, social media
connections, and more! Search by job category, location, and more!
3) For help making a referral, visit “About Our ARP” -> “Training
Materials” to access a Step-by-Step Job Aid or How to Refer Video.
Please remember that ALL referrals must be entered through the
Associate Referral Portal. By doing this, your referral will receive
an invitation to confirm you as her/his sponsor and apply to the role.
You must be confirmed as your referral’s sponsor to be eligible. If
your referral is hired as an eligible referral, this is the only way for
you to receive the referral bonus (if your country’s program allows
paid bonuses).
For additional information on associate referrals, please refer to our
global policy within the Associate Referral Portal or within the
Policy Hub.

For countries outside of Brazil and the EMEA region, local programs remain the same. Associates in India GBS continue to use your
current referral platform, Pehchaan page, and ignore the instructions here.

26

TALENT ACQUISITION

Join Life @ADP, our New Brand
Ambassador Program

https://adplife.influitive.com/join/ESI

What’s Life @ADP? Life @ADP because offers:
Life @ADP Brand Ambassadors • Training and development
are associate advocates who help
to promote the ADP brand while opportunities
strengthening their personal brand. • Opportunity to build your own brand

Our team members help to generate internally and externally
positive exposure and raise awareness • Networking with peers across the
of ADP through online (social media,
digital) and offline channels (word-of- globe
mouth). And, of course, we help provide • Being “in the know” regarding ADP
tools, ideas, and training to help with
these efforts. happenings
• Helping other find their #WorkHappy
Is this you?
Do you love working at ADP? Do you place by driving in associate referrals
want to share your #WorkHappy spirit • Cool goodies, contests, and more!
with people you know?
Yes? We had a feeling this could be a And, please note: you can do this all in
perfect match. a few minutes per week / month – we’ll
take any amount of advocacy that you
can provide.

If you’ve read this far, we have to ask:
What are you waiting for? Join today!

Don’t just take our word for it: watch this video to hear why existing Ambassadors
love being part of the program.

27

GLOBAL LEARNING

The Quest for Service Excellence

Service Excellence is Highlights • Service Excellence was also well
a core value and key received across Australia and China
differentiator for ADP. • In Europe, France kick-started its with many new hires and university
Our foundational, holistic, Service Excellence rollout with an graduates keen to learn new and
and innovative Service astounding 1,159 associates trained proactive ways to communicate with
Excellence program is in just four months. our clients positively. It is one area
rooted in our belief that where we can see significant success
strong client relationships • In Italy, we saw a 38% positive in the adoption of Service Excellence
and our associates’ ability impact on client satisfaction, along principles. Our teams are now using
to deliver loyalty-building with a 33% increase in quality. positive words/messages while
experiences are critical to communicating with our clients, and
our growth and success. • In Germany, Service Excellence deferring from focusing on ADP’s
training helped to achieve internal process problems to deliver
2019 was an incredible year for a tremendous NPS score in more solutions to the clients.
Service Excellence! The program implementation.
was a top strategic focus, centered • Across LatAm, Service Excellence
around establishing a stronger • Romania embraced Service Excellence week was led with a lot of dedication,
service culture and deliver added with a defined vision to, “Become a learning, and fun, with a game of Jenga
value to our clients, ultimately recognized and appreciated partner in as a warm-up for diving into a session
leading to increased client delivering valuable and useful tools for of “Leading an Insightful Team.”
satisfaction. Team Leaders and associates’ toolbox
to support the improvement of daily
In FY19, Enterprise Learning operational performance and the client
trained 107% of its target across experience.” The learning content was
ESI with a total of 6,638 associates also customized to be more relevant
trained. Analytics also show that to local specifics, with over 300
our Service Excellence course has associates trained in Bucharest.
helped pave the way for a better
client experience at ADP. We What’s to come in FY20?
saw an increase of 3.1 points in We will continue to implement
transactional NPS scores post- Service Excellence across ESI with a
training with an average of 9.18 focus on providing support in putting
learning satisfaction. those practices into action. Look
out for Service Excellence day in
With a focus on closing security APAC, Regional Service Excellence
incidents in ESI, the Introduction of newsletters, and roll out of Service
the Security Awareness think tank Excellence huddles.
was commended for its alignment
to the business strategy. 28

INTERVIEW

In & Out
of the Office

Paola Rubbino
Role: Director, MS Streamline
Location: Barcelona, Spain

When did you join ADP? the surrounding areas for a walk with our big dog. We also love
traveling and every time we have the change to pack and go,
I joined ADP in February 2013 in the Service Relationship team we do it. Last but not least, I am a big fan of good food, so I love
in the Barcelona Streamline Hub, where I spent the first six years finding new places to eat. I love every type of cuisine, so there is
of my career. After spending several years in client service and plenty of places to discover in the city and beyond.
project management roles in the language sector, I decided to
take the challenge and get to know the world of payroll. Who What’s your favorite book?
would have thought I would become passionate about payroll?
After managing clients of different shapes and sizes in ADP “The Alchemist” by Paulo Coelho – I have read the book many
Streamline as a Service Relationship Manager, I was fortunate times, and every time I find a new lesson to learn. The message
to lead a fantastic group of SRMs and the SRM support team, of always following our heart and our dreams, and trusting that
which became what we called a sort of ‘Innovation Lab’ for the when we truly believe in that goal, the whole universe will be
department. In January 2019, I moved to the ADP Spain business there to support it is a great lesson to always challenge yourself
as MS Streamline Director. and to know that you will be just fine. I am also a firm believer
in the fact that there is no failure, as failure is only a part of the
What does your job in ADP involve? learning and growing process, a step towards the final goal.

I am responsible for the MS Service team in ADP Iberia covering Name three famous people you would invite for dinner
both Spain and Portugal, specifically for the Streamline segment. and why?
In my role there is a focus on improving the client experience,
ensuring that it is in alignment with Streamline service scope and Jacinta Ardern, the Prime Minister of New Zealand. She
governance, as well as improving the processes, increasing team represents the perfect mix of great humanity and strong
productivity and the quality of our payroll. The final goal is to leadership. She is the world’s youngest female head of
have happy clients who stay with ADP and promote our service government, having taken office at the age of 37 and the world’s
excellence and a happy team that maintains the highest quality second elected head of government to give birth while in office.
standards. I admire how her career has gone from strength to strength and
how despite her young age she has reached the top, leading with
What’s your typical day like? great kindness and also being able to fit in the mum´s role during
the peak of her career.
There is no typical day in my role! It goes from client visits to
meetings with the team and colleagues, reviewing the process and Roberto Benigni, who might not be as famous to others as he
tasks, analysis of KPIs and performance, and more! This is what I is for an Italian like me. He is an actor and Oscar-winning film
love about my role – each day is different, every day brings a new director for the movie “Life is Beautiful”. If you have not seen
challenge, and a new “tick” on the to-do-list. My agenda is always the movie yet, then I highly recommend it. He can make you smile
packed and keeps evolving depending on the urgencies and needs. even in the most heartbreaking scenario. Films apart, he is a great
comedian, with a fantastic knowledge of the Italian literature
Even though each day is different, I make sure I always dedicate masterpieces and with the unusual skill of making anything
some time listening to people, not just in my team but from other difficult sound exciting and fascinating.
BUs and departments as well. I believe that it is essential to listen
and exchange as much information as possible, there is always so Sheryl Sandberg, the COO of Facebook and founder of Lean
much to learn from others, and even the simplest conversation can In. I started following her when she was appointed to the
lead to great ideas or projects. Board of Directors of Facebook and always loved how she could
compellingly deliver clear messages. After the death of her
How do you like to spend your time outside work? husband, she transformed her grief into a positive message for
all those people who have to face any type of loss by just going
I love spending time with my family and enjoy as much time as I for what she calls Option B. When Option A is not available, then
can with my son. Living in sunny Barcelona allows us to do a lot make the most out of Option B. That´s a great life lesson, not just
of outdoors activities, like going to the beach, the park and in in your personal life but also perfectly applicable at work.

29

JUST BACK

Just Back!

‘Travel is the only thing you buy, that makes you richer!’

Taking time out from our busy schedules to travel around is something that we should all indulge in as it not only gives our
mind and body the much-needed break but also broadens our horizons.

Amol Malani Lia Contador
Job: Sr. Manager Job: HR Business Partner
Location: Hyderabad, India Location: Santiago, Chile

So, Amol where did you travel to? So, Lia where did you travel to?
I traveled to Leh and Ladakh, India. I traveled to New York, USA.

Describe the place in one sentence. Describe the place in one sentence.
Leh is not a destination; it’s a journey! It’s a journey on the New York is a city where almost all the cultures of the
edge of life, on the curves of hills beyond imagination. It’s world converge. It is a perfect mix of people, art, fashion,
an experience which cannot be described in words. It is and places that will surprise you at every corner.
a visual treat for your eyes and the perfect place to lose
yourself amidst the stunning nature. What was your most enjoyable moment?
I enjoyed everything! I had a great time walking through the
What was your most enjoyable moment? Highline, on Hudson Yards which was once a rail track, and
There were many moments and two of the best moments today is a unique park, perfect for a summer sunset walking.
were when we reached the world’s highest motorable You can enjoy the view of the Hudson River between
road “Khardungla” where the temperature was -10 degree amazing architecture and a road adorned with wildflowers.
Celsius, and our adventurous journey to Pangong Lake
which is the largest brackish lakes in Asia. It is also known What would you recommend most to our readers?
as “high grassland lake” and is situated at a height of I would recommend to walk, walk and walk! It is the best
4,250 meters. The lake’s water changes color depending way to explore the city. Visit the Highline Park, take a
on the sunlight. walk to the Vessel and if you are an ice cream lover like
me, make a stop at L´Arte del Gelato in Chelsea Market.
What would you recommend most to our readers?
Plan a 7-8 days trip to Leh, Ladakh in between May- If you are planning to visit Brooklyn, choose a Saturday
August and ensure that you cover Leh, Nubra Valley, morning and visit Williamsburg Flea Market and the
Pangong Lake, and Tso-Moriri Lake. Smorgasburg Food Trucks where you will find amazing and
delicious food.

Have you recently traveled to a new place and would like to share your experience with our readers?
We would love to feature your travel story in a future edition. To participate, email [email protected].

30

GLOBAL FLAVOR

A Taste of Italy

Rum Babà Cake

Babà is a very popular and easy-to-make dessert which has become a typical dessert of Naples. The cake, soaked in rum
syrup can be glazed with apricot jam to give it an excellent sticky finish. Though usually prepared in individual molds,
Babà can also be prepared as a cake and served in slices. It is one of the finest sweet treats of Campania! Luca Conti,
our colleague in the Customer Services team in Italy, has also won an internal competition for her Babà cake and is
pleased to share the recipe with us.

© ADP, LLC 2019. Cake Ingredients • Take the dough and place it in the Babà
• 300 grams of strong white flour (like mold. Allow it to rest for 1 hour until it
Global Excellence is doubles in size.
published quarterly by ESI Manitoba)
Communications. • 45 grams of castor sugar • Preheat the oven to 180o C and bake the
• 4 eggs dough for 30 minutes.
Editorial Team: Phillip • 100 grams of butter
Russell, Anjana Vidyadharan, • One cube of dry yeast Method - Rum Syrup
Isabela Gama, Roberta Krass, • A pinch of salt • Take a bowl and add the water and sugar.
Alexandru Constantinescu. • Cook this mixture for 6 minutes at 60o C.
Ingredients for Rum Syrup • Once it is cooked, remove it from the heat
We would like to thank all • 600 grams of water
associates globally who have • 300 grams of caster sugar and add the Rum.
contributed to this edition. • 300 grams of rum
Once the rum syrup and the Babà cake
For feedback and more Method - Cake have cooled down, pour the syrup over the
information, please email: • Take a large bowl and add all the cake several times so that it is completely
international-associate- absorbed. You can serve it with some
[email protected]. ingredients in it. whipped cream on top.
• Mix them and knead the dough for 30
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seconds.
• Let the dough rest for 30 minutes and

then knead it again for about 1 minute.