In this position, you'll leverage your project management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable working environment for employees.
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Develop and communicate strategic goals
Manage relationships with key stakeholders
Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
Serve as a resource for other team members, based on a strong working knowledge of team's responsibilities and goals
Lead and inspire the organization in human resource management activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals and rewards systems, employee relations, mentoring, and talent/career development
Establish clearly defined individual performance goals and objectives; communicates these to team members through 1-on-1 meetings and performance planning and review sessions; provide periodic performance feedback and conducts annual performance reviews on all team members
Develop leaders for succession
Manage escalated issues and provide direction.
Evaluate direct reports on performance and complete annual performance appraisals.
Work in collaboration with direct reports to establish Individual Development Plans.
Develop and administer corrective action and performance improvement plans.
Budgetary Responsibility.
Make critical decisions on department hiring and terminations
Function as a consultant and business partner to other organizations within ADP
Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
Serve as an acting backup to other leaders, providing leadership, guidance and direction to team members in the absence of the leader
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units
Prepare and present reports on team performance
Team Management - Manages members of one or more teams in the Health Care Reform Center of Excellence to provide stellar service to their assigned base of clients through demonstrated domain expertise and effective day-to-day client support in line with established policies, practices and procedures. Establishes clearly defined individual goals and objectives that align to department goals and communicates these to associates through team meetings and performance planning and manages performance to them. Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates Evaluates the team's client base to ensure efficient distribution of client responsibility within the team. Provides guidance around service model process, tool utilization, and world class service initiatives.
Oversees the seamless transition of clients from Implementation to Service
Manages all daily activities of a client service team, ensuring appropriate technical support is delivered in an effective and timely manner
Client Management - Provides input to establishing and monitors key metrics (backlog reports, client referenceability, client survey scores, account status, etc.) and other documentation to effectively manage client satisfaction and retention. Serves as an escalation point for the team on client concerns and works with team members, and others as necessary, to positively impact the client. Follows up on client surveys as necessary. Oversees the seamless transition of clients from Implementation to Service.
Client Relationships - Coaches team members on building client relationships at multiple levels of the organization. Personally builds and maintains relationships with clients' key decision makers. Participates in account review and partnership meetings. Communicates and coordinates with Relationship Managers and Sales, as appropriate, to fully service the client and maximize client relationships.
Client Retention - Works with team to recognize client "warning signs" and develop and implement retention strategies for any clients at risk. .
Talent Management - Recruits and selects new talent. Ensures timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team. Recognizes and rewards superior performance and top performers. Provides periodic performance feedback versus objectives and conducts annual performance reviews on all associates. Ensures effective and relevant individual development plans are in place. Provides input to department talent management process and strategies. Determines the team's training requirements through various methods. Ensures timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team.
General: Analyze team statistics and prepare reports for Senior Leadership. Collaborate with peers to establish best practices. Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units. Function as a consultant and business partner to other groups within ADP. Performs other duties as required
QUALIFICATIONS REQUIRED:
Bachelor's degree
At least 8 years of experience managing small to large business-to-business client relationships and process or project initiatives
At least 5 years of direct people leadership experience managing a mid to large size team
Preference will be given to candidates who have the following:
MBA or advanced degree
Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to manage a team and develop leaders
Excellent research skills
Ability to maintain cooperative working relationships with all levels of management
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficient in the latest web technologies and working knowledge of various operating systems
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training
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