ADP is hiring a Senior Director – Implementation. The primary responsibility is to ensure the effective leadership and management of the Implementation processes and functions for new and existing clients. Ensures that all applications, and identified supporting features converted within the Center, are delivered in a manner consistent with the overall client experience framework. In alignment with the Center leader, sets team goals and provides guidance to the Implementation Management Team to successfully achieve these goals. Responsible for implementing initiatives and actions that will ensure goals are met and resources are shared to meet the demands (internal and external) of all assigned business sold. Continually measures and communicates team performance against established goals providing guidance and course corrections if necessary, with the goal of driving continuous improvement in delivering services to the client.
As directed by the Center leader and in conjunction with all Implementation leadership, the leader drives associate engagement, retention, talent/career development and appropriate programs to support a virtual and matrix managed Implementation organization
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:
Business Leadership
Responsible to ensure ADP’s integrated workforce management solutions are implemented on time with the highest quality. Accountable for monthly forecasting and forecast achievement, as well as specific start, no start, and weeks-to-start goals. Shares resources across the Center and across the geography where needed to ensure the success at the MAS level.
Accountable for overall team implementation quality and productivity, putting metrics in place that ensure a quality first year experience across ADP.
Responsible for aligning the Implementation Management Team and associates day-to-day activities and initiatives that will ensure resource optimization and goal achievement.
Establishes clearly defined management, unit and direct report goals and objectives, communicates these to associates through department meetings and performance planning.
Manages and controls applicable expenses and budgets. Allocates capital resources based on associate, equipment and business needs.
Client Relations
Impact on Quality and First Year Retention.
Builds direct and regular proactive contact with clients and develops strong business relationships with high profile, high revenue clients to ensure a strong, long-term relationship with ADP.
Leads a comprehensive proactive client contact program to assess client satisfaction and the team’s ability to deliver high-quality, concurrent, multi-solution implementations that support the overall client experience.
Partners with Service Senior Leadership to continually assess, manage and improve the process of transitioning clients to service in a manner that creates client promoters and drives the increase of first-year client retention.
Proactively manages risk by ensuring leaders are engaged in their assigned backlog, working directly with clients, associates, sales and service partners to drive successful client on-boarding and first year retention.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
Channel Management
Responsible for leading the overall strategic direction, collaboration, and communication between the Implementation Center and key channel partners, including sales, service, operations, BES, Implementation Operations, Learning & Performance, and Financial Services.
Proactively engages with clients, associates, and internal partner organizations to gather, review, distribute and act upon critical information and feedback to improve the overall client and associate experience.
Maintains a strategic understanding of key business partner organizations, processes, and related critical priorities all in an effort that the total client experience is considered in all decision making. Critical Channel Management Initiatives include but are not limited to:
Providing strategic oversight and direct involvement in maintaining effective business relationships with the aligned Senior Sales Leaders in MAS, SBS, NAS, & Telesales. Continually cultivating and developing relationships that strive to drive healthy business submission facilitating clients to receive a stellar implementation experience.
Driving effective sales relationship at all levels of the organization via strategic oversight and program development and deployment.
Proactively partnering with sales leadership to positively impact sales funnel activities, including engaging with client C Suite executives to establish key relationships and positively impact buying decisions. Serving as the executive escalation point for sales and the client.
Each Implementation VP is aligned to support 3-5 sales VP Teams which include 60+ sales associates.
Working with the senior leadership team of the aligned Service Organization, Operations, and Financial Services focused on driving improved client transition processes and methodologies and improved first year retention results, risk mitigation, as well as developing new processes and methodologies that improve the overall client experience.
Strategic Initiatives
Identifies and executes continuous improvement opportunities targeted at improving the client experience, increasing productivity and accelerating revenue. Leads across functions (to Sales, Service, Learning & Performance, Operations) to identify opportunities and implement change throughout the organization.
Proactively communicates strategies, roles and responsibilities to the Implementation organization and to critical channel partners. Connects leaders to the priorities in order to successfully lead and implement change.
Actively leads BPI/SIG initiatives locally and nationally as needed.
Provides strategic direction and feedback to BES, L&P, Implementation Operations, and related Program Management Organizations around various strategic initiatives for planning, scheduling and controlling the activities of complex business projects spanning the Major Accounts Services functional areas.
Monitors all program-managed initiatives to ensure processes are followed and goals are achieved, including the completion of milestones on time and within budget.
People Leadership
Leads, inspires and ensures appropriate associate ownership and accountability in a highly virtual and matrix-managed organization.
Responsible for ensuring that effective human capital management activities occur at all levels.
These activities include maintenance of proper staffing levels, resource optimization, performance management, employee relations, associate engagement,mentoring talent/career development and succession planning.
Works with leadership team to develop rewards/recognition systems based on achievement of goals and implements associate engagement action plans. Encourages, recognizes and rewards ongoing associate/leadership development.
Prepares leaders for growth opportunities and uses coaching opportunities to further enhance their performance.
Ensures collaboration, compliance and execution of the Major Accounts Strategy by providing direction and guidance to Implementation Leadership and all reports.
In the pursuit of ADP’s Mission, Vision and Values, drives awareness and understanding of strategic goals/priorities and gains the commitment and alignment of an engaged workforce.
Performs other related duties as assigned including participation on councils, strategic initiatives, acquisitions, alliances, stretch assignments for strategic opportunity and collaboration opportunities with other ADP Business Units.
QUALIFICATIONS REQUIRED:
8-12 years of leadership and related experience.
Bachelors Degree or equivalent in education & experience preferred
PMP, SHRM or CPP certification preferred.
Strong consulting and problem solutions skills
Strong relationship development and collaboration skills
Ability to influence without authority.
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