Malinda Mc Cree

                       Professional summary

Service Executive for Automatic Data Processing with over 17 years of leadership experience within Operations and Client Service Support that span across Payroll, Time, Human Resources and Benefits. Proven experience with numerous market segments and product offerings. Versatile, high-energy professional who supports and enhances organizational initiatives by driving results  to accomplish established goals. Keen ability to partner with various departments to understand business objectives and identify corresponding company needs. Strong technological back ground and understanding of systems: Consistently supports the “Service Profit Chain” by focusing on associate development and engagement in conjunction with a strong commitment to Stellar Service and improving overall client experience.

                          Core Compentencies

Human Resources ▪ Benefits ▪ Payroll ▪ Program Management ▪ Strategic Planning ▪ Team Leadership ▪Associate Development & Engagement ▪ Budget & Cost Control ▪ Process Optimization ▪ Staff Training▪Policy & Procedure Design ▪ Startup Operations ▪ Interviewing/Hiring ▪ SOX Compliance ▪ P&L

                                  Work History

Work History
Mar 2014 - Jan 2015

Service Executive in Training


Selected for senior leadership role directing the reorganization of the HRBPO support model for clients and back office support team of $36M client base. Charged with increasing efficiency while reducing costs. Supervised 2 Directors and 60 indirect reports.

  • Developed policies and procedures, strategic plans, and business unit objectives.
  • Reduced expenses and improved support capabilities by migrating specific functions of Payroll Operations to an offshore, 24x7 service model.
  • Increased efficiency by cross-training personnel on multiple product platforms and creating a scalable model that will support future growth without additional hires.
Mar 2013 - Mar 2014

Director, COS Service Delivery


Returned to role of overseeing service delivery of payroll operations. Supervised 5 managers and 40 indirect reports. Developed clear client retention strategies that supported and built highly effective customer relationships with both internal and external partners.   Held direct reports accountable for service deployment and client relationship management of Payroll Administration, Time and Labor Management, Benefits, Call Center, Tax Services and Wage and Garnishment processing for HRBPO outsourced client base.

  • Reduced client issues and increased client satisfaction by 22% by spearheading a project to identify and implement solutions for inefficiency in the transition from Implementation to Service.
  • Cut overtime cost 30% through cross training, better scheduling and cross utilization of teams.
  • Enhanced organization capabilities and performance through coaching and mentoring.
  • Effectively managed support for 10 major accounts with a revenue base of $27MIL and employee counts ranging from 10K-48K
  • Oversaw the development of SOP(Standard Operating Procedures) documentation and review.
  • Built and maintained relationships with clients and internal partners to foster trust, commitment, accountability and results.
  • Managed client relationships at the tactical/operational level by developing, reviewing and providing performance dashboards.
Jan 2011 - Mar 2013

Benefits Client Service Manager


Benefits Client Service Manager Oversaw the delivery and support of COBRA, FSA, and Commuter Benefits solutions. Interviewed, hired, trained, and scheduled staff of 16 solution center consultants, 1 team leads, and 4 service delivery managers. Prepared annual performance appraisals and managed reward and discipline functions. Monitored quality of work against KPIs and client surveys.

  • Responsible for client retention of client base of 1000+ National Account sized clients.
  • Led deployment of net promoter survey to gauge customer satisfaction
  • Actively supported RFP process for both existing and new business opportunities
  • Manage annual price increase for client base
  • Improved work efficiency by developing and leading process improvement initiatives
  • Active member of COBRA Development steering committee Enhanced performance levels by implementing dashboards, document templates and SOP's(Standard Operating Procedures)
  • Ensured quarterly and annual account reviews were created and presented to key client contacts
Aug 2007 - Jan 2011

COS Director of Payroll Operations


Managed program delivery and operations, including client retention, business functions, cost management, associate performance, project management, process improvement, SLA compliance, account implementation, service delivery, and client conversions.

  • Improved productivity and scheduling efficiency by leading a resource planning initiative that detailed workloads and workflow limits for staff.
  • Partnered with clients to ensure payroll and/or HR requirements were met, which included ongoing client contact, service delivery and collaboration.
  • Oversaw new account implementations and client upgrade and conversion activities 
  • Built and maintained relationships with clients and internal partners to foster trust, commitment, accountability and results.
  • Directly oversees the service delivery of payroll administration services(outsourced payroll department activities) and the coordination of all other lines of business sold by ADP to COS clients, such as Time and Labor, Management, Benefits Call Center and Admin Services, Tax Services, Wage and Garnishment Processing Services, etc.

Jul 2002 - Aug 2007

Enterprise Client Service Manager


Enterprise Client Service Manager Directed Enterprise Services Operations Group activities for staff of 16 consultants plus 1 team lead. Provided assignments, prepared budgets and forecasts, and determined labor and facility needs. Managed client service request response process and communicated extensively with high-level clients.

  • Instituted a Tier 1 support group to reduce support costs, streamline workflow, and improve the overall client experience. Created all roles and responsibilities and hired team.
  • Created all program policies and procedures.
  • Managed base assignments and re-distributions, budget preparation and forecasting, labor and facility needs
  • Managed daily client contact statistics and related metrics to achieve goals and to meet client standards
Aug 1996 - Jul 2002

Senior Client Account Manager,  Client Service Analyst, and Production Analyst Team Lead



Course work in Business Administration, Wiley State College, Marshall, TX

Certifications and training

CPP Certification                                                                                                        October 1998

                                                                                                                                                Recertification 2003/2008

PHR Certification                                                                             June 2007

ADP LEAP (Leadership Excellence Accelerating Performance)  October 2010

ADP SLIA (Senior Leaders in Action) Program                                       October 2014  

additional information 

Technical Skills: MS Office, ERP System knowledge, SQL Plus, Report Writer and Payroll Tax, Affiliations: American Payroll Association (APA)