Relationship Manager

Key Responsibilities

• Analyze complex partner, lead, billing, and revenue-share data to ensure ADP receives all revenue owed through Marketplace partnerships.
• Use Marketplace reporting, SQL queries, and other data sources to identify discrepancies, revenue leakage, overpayments, process breakdowns, and compliance risks.
• Investigate issues across the partner lifecycle, determine root causes, and take ownership through resolution.
• Develop actionable insights and recommendations that improve revenue predictability, operational efficiency, and partner performance.
• Proactively identify risks to ADP’s revenue, reputation, and customer experience, escalating and resolving issues before they impact the business.

Partner Contract Compliance & Accountability

• Manage partner obligations related to revenue share, implementation fees, administrative fees, application listings, usage-based billing, and other contractual requirements.
• Monitor partner compliance with contractual, operational, financial, and program requirements.
• Hold partners accountable for timely completion of required actions, submissions, payments, and compliance activities.
• Audit and assess operational and financial impacts of non-compliance and drive corrective actions to resolution.
• Partner with Legal, Finance, Operations, and Marketplace stakeholders to address complex compliance concerns and mitigate risk.

Partner Lifecycle Management

• Serve as the primary operational point of contact throughout the partner lifecycle, from onboarding through ongoing program participation and business changes.
• Manage changes in partner set-up due to mergers, acquisitions, ownership transfers, rebranding efforts, legal entity updates, and other organizational changes.
• Carefully coordinate cross-functional teams to ensure partner changes are completed accurately, compliantly, and within established timelines.
• Maintain accurate partner records, including authorized contacts, banking information, tax documentation, legal agreements, invoicing details, and other required data.

Compliance, Audits & Risk Management

• Lead partner reassessments, annual revenue-share audits, and compliance reviews to ensure adherence to ADP standards and regulatory requirements.
• Evaluate partner compliance with legal, privacy, security, AI governance, OFAC, and other Marketplace program requirements.
• Identify control gaps, recommend improvements, and drive corrective actions to strengthen operational effectiveness.
• Maintain documentation and audit readiness while ensuring compliance processes are completed accurately and on time.

Partner Enablement & Operational Excellence

• Educate partners on Marketplace policies, controls, best practices, and operational requirements.
• Provide guidance on lead management, account status, revenue-share reporting, billing submissions, compliance obligations, and lifecycle activities.
• Develop tools, resources, and training materials that improve partner performance and self-service capabilities.
• Foster productive partner relationships while balancing partner success with ADP’s operational, compliance, and financial requirements.

Metrics, Reporting & Continuous Improvement

• Track and monitor key partner performance metrics, including revenue management, lead management, compliance status, audit results, account health, and inquiry volume.
• Analyze trends and performance indicators to identify opportunities for operational improvement and risk reduction.
• Create reporting and insights that support decision-making by ADP leadership and partner stakeholders.
• Champion process improvements that strengthen controls, improve efficiency, and protect ADP revenue.

Cross-Functional Operations Support

• Partner closely with Finance, Billing, Accounts Receivable, Legal, GSO, and Operations teams to resolve inquiries, disputes, and reconciliation issues.
• Research complex financial and operational questions, provide recommendations, and support timely issue resolution.
• Ensure payments to and from ADP are accurate, compliant, timely, and fully reconciled.
• Help meet the goal of accurate, timely, predictable, easy to reconcile revenue share payments to and from ADP.