Reporting to the Division Vice President, Business Engineering Services, the Director will have the responsibility for planning, coordinating, and managing activities and initiatives that have broad organizational impact focusing on business transformation and process innovation within ADP. This includes initiatives relating to the delivery of multi-service ADP solutions partnering with Marketing, Development, Sales, Implementation, Operations, Service, and Field Services.
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RESPONSIBILITIES:
Manage and direct Business transformation activities and initiatives within NAS business units through direct feedback and partnership with Sales, Finance, Product, Strategy, Marketing, Operations, Service and Implementation organizations regarding clients' and prospects' feedback ; including close interaction with industry experts; take the appropriate approach in reengineering and improvements whether artistic or scientific (Lean, Design Thinking, Six Sigma, Kaizen, etc.).
Guide operational leaders in understanding and usage of quality and continuous improvement methodologies by establishing links between process management initiatives and business strategies and identifying and prioritizing high-impact opportunities.
Through the rigorous use of change management disciplines, drive new programs, processes, and systems throughout the business and validate that outcomes meaningfully impact business/functional performance.
Be the client advocate; find the balance to solve for client needs while benefiting associates and shareholders.
Analyze voice-of-customer metrics (NPS, Case statistics etc.), Financial Data (Revenue and expense items), Marketing/Sales data (value prop, positioning, product features etc.) to assess internal effectiveness in delivering services/technology to the market and identify opportunities
Evaluates both strategic and crisis opportunities for improving the core business. Develops plans, recommends and executes initiatives that have multi-functional or multi-organizational impact to achieve ultimate effectiveness.
Evaluates the implication of recommended initiatives and effectively communicates impact and resolutions to affected business groups and their senior or executive leaders.
Use quantitative/statistical process modeling and simulation techniques & tools to improve Quality, Client experience, and lower Costs and Cycle time. Create forecasting models to predict future process/system performance based on changes implemented
Establish acceptable and realistic success and performance metrics with functional and business line inputs. Utilizes these metrics to deduce critical areas of improvement for delivering World Class Services and profitability for the business units. Prepares and distributes regular scorecards and other reporting as needed focusing on quality, process KPIs, project or initiative status.
Periodically meet to review performance reports, and determine if business plan goals are on target.
Assess benefits (tangible and intangible), including financial ROI, etc. and determine variance to the predictive/ forecast models.
Lead and facilitate Kaizen Events and BPI baseline events across NAS through cross-functional teams.
Lead analyses and engineering of service delivery models on new products/features or tools, processes, and staffing models, workforce planning, including global shoring initiatives. Support Service & Operations in their readiness to accept process functions around the new services and support clients' needs.
Acts as a "business champion", internal consultant and proactive strategic driver for NAS in situations with business partners such as IT, Marketing, Sales, Product Management, including executive level exchanges on product, service technology and service requirements and initiatives.
Proactively supports staff development including individual and team goals, coaching and counseling, training plans, mentoring and career planning.
Identifies, recommends and manages budgeting requirements for cross-organizational initiatives.
Works effectively with Employer Services peers in to share best practices, tools and process and the leveraging of resources that may be critical to the success of NAS and our clients.
Recognizes the changes in service trends (operations, implementation, training, client interaction) highlighted by market trends, competitive positioning, economic conditions, and client feedback, strategizes and directs process changes and/or new initiatives in service delivery.
Leads the deployment, refinement and governance/standards of BPI methodology across NAS and mentors team members and field SMEs on the methodologies
Lead and support business development activities such as identification, proposal development, and other pursuit activities with the BU leadershipB
QUALIFICATIONS REQUIRED:
Bachelor's Degree required (preferred areas of study are: Business Administration, Finance, Industrial Engineering, Statistics / Mathematics, or Information Systems)
Green Belt in Six Sigma
8 to 12 years of experience in a Six Sigma, Continuous / Process Improvement role or function
Experience mentoring other associates -- (preferably including Greenbelts and Black belts)
Preference will be given to candidates who have the following:
Lean Six Sigma Master Belt or Black Belt certification from a reputable organization
MBA in Operations, Finance or Strategy or equivalent in education/experience
Experience and ability to quantify / relay process improvement impact from a financial perspective
Experience working in several functions or divisions with formal Six Sigma / business process management training
Management/Operations/Technology consulting experience from top tier firms or internal consulting/process improvement experience from reputed firms is desirable
Change Management experience is required
Portfolio Management, Business Development and Delivery experience is required
2-5 years experience in Sr. leadership capacity
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