ADP is hiring a Director, Strategic Initiatives. In this position you will be responsible for driving the NAS strategic agenda, maximizing effectiveness and successfully executing upon transformational goals. The Director, Strategic Initiatives leads complex initiatives (multiple-functions or BUs) and is responsible for defining, developing and deploying BU-wide Business Metrics and Insight to drive Productivity, Quality and Cycle Times. Uses operating metrics to identify trends and help the VP define initiatives to improve standard work. Drives field readiness, enablement and adoption on initiatives. Viewed as a thought leader who uses Financial, Operational, Analytical, Process and Program Management skills and expertise. Interactions are at the Director, VP, DVP or GM level.
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:
Works with leadership to drive the identification and execution of complex strategic initiatives and projects (i.e. multiple BUs or multiple functions).
Primary liaison with Operations, Service and Implementation, Enterprise Applications and Tools development teams, Client Experience and Innovation team, and Learning & Performance, regarding assigned strategic initiatives to ensure alignment and high quality deployment.
Responsible for the execution of identified initiatives.
Leads the identification, development and implementation of division-wide Implementation and Service methodology, practices and tools strategy to drive a quality client experience including time to start, first year retention, implementation quality, client growth, and improved productivity and revenue/NOI goals.
Drives medium-to-large scale implementation and service methodology, processes and tools projects, implementation/service models, technology deployment and other initiatives designed to improve implementation/service associate productivity and engagement.
Provides leadership and guidance for change management and governance on strategic initiatives in NAS.
Drives business wide support strategies and initiatives that ensure that the business continues to operate at a high level of quality and efficiency.
Enables global shoring initiatives through technology planning and deployment among service/implementation teams across various global locations.
Evaluates and procures call center tools, technologies and processes which will facilitate the achievement of client satisfaction, productivity and retention goals.
Communicates strategic importance of projects to gain funding and buy-in from key constituents (field leadership, IT, Marketing, NAS senior leadership) to ensure success of initiatives and investments.
Establishes division-wide implementation & service standards.
Ensures consistent rollout of business processes and initiatives in accordance with NAS standards.
Ensures alignment with NAS strategic objectives. Evaluates existing standards with the implementation of new processes and initiatives in support of continuous improvement.
Create and maintain disaster recovery and business continuity plans for technologies in partnership with Global Product & Technology team and NAS DRBCP coordinators.
Represents the needs of the field implementation and service organizations at the Corporate ADP level and is the key liaison with NAS field, division and corporate executives regarding Service or Implementation technology/tools related matters.
Ensures initiatives are in alignment with Division and Corporate projects and initiatives.
Provides oversight of NPS metrics/trends leading to the creation and implementation of key client retention strategies
Identifies linkages and dependencies and detects systemic disconnects and bottlenecks, resolves communications and interface issues across organizational silos and develops and manages relationships with key stakeholders.
Ensures organizational development and readiness through partnership with the Client Experience and Innovation Team and rest of Field Support Services and NAS leadership (including L&P, Service, Implementation, etc.). Acts as a change agent.
Builds core HCM competencies (knowledge, skill and culture) in the organization.
Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:
Over 5 Years, Up to 8 Years of Directly Related Experience
Bachelor’s Degree or its equivalent in education and experience
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Lean, Six Sigma or similar experience strongly preferred.
Experience in a related capacity in a high performance service environment that has consistently demonstrated World Class Service comparable to ADP’s mission with significant measurable results.
In addition, the associate should have a working knowledge of industry leading practices in the disciplines of Human Capital Management. (Payroll, Human Resources, Time, Benefits, Recruiting and Talent Management).
Experience in matrix management environment.
Change management experience.
Results oriented, works to achieve the highest levels of personal and organizational performance in order to exceed business goals.
Client Focus, understands the perspective of the client and takes actions to integrate their needs
Problem Analysis/Resolution,Gathers information necessary to make decisions, anticipates, identifies, resolves problems in a timely manner; knows and uses available resources
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