Position Title: Implementation Manager
Reporting Line: Implementation Director
Position Purpose:
Management of ADP’s Implementation team and associated activities to ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple market segments.
Key Responsibilities:
- Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcing
- Engage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframes
- Implement and recommend process improvement initiatives to drive performance improvements across the operation
- Ensure alignment to the implementation methodology and standard processes
- Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development, feedback and succession management.
- Facilitate regular team and one-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement
- Review NPS scores and Medalia feedback: respond to all clients, close loop detractors within allocated time period and create action plans to address detractor comments.
- Allocate and manage all client/employee issues logged to the implementation team by internal and external clients
- Monitor implementation activities to ensure all applicable work is sent to offshore teams.
- Provide an escalation point to resolve implementation critical issues.
- Escalate client priority 1 issues to, Sales, Relationship Manager and/or Director Implementation as necessary
- Monitor and quality control data entry to minimise security breaches.
- Conduct allocated implementations/projects as required (allocated during peak periods, for capacity reasons, and/or escalation requirements)
- Coach team members and clients in the correct use of applications, implementation standard processes and procedures.
- Work with Transition Consultants, MS teams, Relationship Managers and Support teams to ensure smooth transition to ‘go-live’ for all new clients
- Work with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team
- Keep abreast of technology developments as they relate to the implementation team processes.
Experience:
- 3 – 5 years’ Customer Service / Implementation experience
- Previous leadership / management experience is preferred
- Strong understanding and experience in time and attendance, payroll and/or other related systems.
- Demonstrated experience in building talent within teams
- Significant experience in change management (process and culture)
- Knowledge and understanding of the client contracts and Service Level Agreements
- Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
- Experience in Customer Information System (CIS) Subject Matter Expert
- Experience in creating /implementing processes and policy
- Sound experience with monthly reporting, analysis and team activity planning
- Solid experience in workload allocation and development of schedules
- Proficiency in Microsoft applications such as Word, Excel and Outlook
- Process improvement and change management techniques
- Experience with various coaching models, as leadership & communication/feedback mechanisms.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
