ADP is hiring a Director of Implementation - Engagement Office. As a member of the leadership team, the Implementation Director is responsible for the effective management and direction of multiple implementation functions and/or teams. Ensures the delivery of World Class Service and the improvement of overall client metrics including satisfaction and retention. Implements initiatives and tools to improve service delivery, quality, and productivity. Maintains working knowledge of all applicable products and services.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
Ability to performance manage and mentor/coach a diverse and well educated team responsible for multiple products/services.
Ensures adequate coverage and controls workflow in order to meet Regional objectives in areas including start volume, start timing, productivity, and quality.
Coaches managers and associates on consultative approach and acts as business partner to clients.
Manages the relationship with the Sales Teams.
Assists sales with discounting and exception requests, balancing the needs of clients, Implementation and the sales organization.
Effectively partners with any offshore organizations involved in the implementation process.
Resolves escalations that cannot be handled at lower levels of the organization.
Communicates strategic goals; sets and communicates team goals.
Continuously reviews manager and team performance to ensure the ability to implement multiple products at the same time and understand and identify the clients overall Human Capital Management (HCM) needs; identifies and appropriately addresses opportunities for improvement through effective performance management and feedback.
Effectively Hires and on-boards the best talent to meet dynamic business environment.
Effectively identifies opportunities to improve all aspects of Service delivery and implements resulting processes and procedures.
Provides feedback to upper management.
Prepares reports to review and uses data to assist with making strategic decisions to improve and grow the organization.
Serves as back-up to Implementation Executive.
QUALIFICATIONS REQUIRED:
BA/BS in Business Administration or Technology, or equivalent combination of education and experience.
A minimum of 7 years' experience in a client service or implementation environment, with at least 3 years of direct leadership or managerial experience.
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