The Director, Implementation & Configuration will be responsible for the following duties and responsibilities:
Manages a team that implements Fidelity Payroll products and services for new and existing clients
Accountable for achieving agreed upon SLAs and KPIs
Takes ownership for developing strategic plans to meet team goals as they relate to revenue retention, client satisfaction, risk management and expense control; owns and drives implementation of initiatives.
Participates and contributes to capacity planning ensuring that capacity plans reflect anticipated sales, product, client and Fidelity driven need for project management.
Acts as executive sponsor for all implementation clients and strategic point of contact for client issues or escalations.
Provides Sales support including but not limited to participating in sales calls, strategizing on implementation approach for complex clients, reviewing large deals, fielding prospect questions and reviewing sales pipeline and forecast to understand implications to implementation capacity
Oversees project milestones to ensure client expectations are delivered by the extended teams which may include both internal and external partners.
Drives and owns initiatives around technology/ tool improvements.
Develops and regularly distributes status reports that monitor the agreed upon internal and external deliverables and all project components, to ensure that risk is effectively managed
Prepares regular business updates and delivers them to executive leadership at least monthly; able to highlight success and discuss plans for improvement where performance is falling short of objectives
Provides direction and oversight for multiple projects for both new and existing payroll clients from inception to completion
Accountable for a key talent management process including hiring, on boarding, goal setting, performance reviews and other career development activities for a team.
Sets performance expectations and agrees upon performance goals and objectives with direct reports; cascades goals to ensure alignment.
Delegates and manages employees' workloads and adjusts to new or changing assignments, processes, people, and priorities as business need dictates.
Provides continuous feedback and formal reviews during mid-year and year-end cycles.
Coaches, develops and manages performance and output of direct reports.
Provides feedback and is explicit about development, and provides challenging assignments to develop employees.
Delivers corrective feedback in a timely manner and defines specific improvement activities.
Evaluates team effectiveness and proposes strategies for improvement.
Works to create a climate that values and rewards contributions, drive, initiative, and achievement of results.
Desired Skills and Experience
Education and Experience
Bachelors or equivalent with 10-12+ years of progressive responsibility or Masters with 8-10+ years of experience
The ideal candidate will be a seasoned leader with a proven success record in decision support & business partnering.
CPP and Payroll experience preferred
Skills/Knowledge:
Proven track record of leadership skills – setting direction, change management and talent building
Excellent communication, collaboration and influencing skills
Strong presentation capabilities
Excellent customer service skills and able to effectively resolve escalations
Strong analytical and problem solving skills
Possess high ethical standards
In-depth industry knowledge and current on industry initiative and forums
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