NAS Implementation Time Configuration Team Leader

Req Number: PHL17186
Category: Operations
Posted Date: November 28, 2023

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PHL17186
ADP
PH
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Work Location(s): Makati City, Manila, PH

NAS Implementation Services Team Leader

National Account Services – Philippines

Implementation Services is a global organization within National Accounts Services (NAS) that is comprised of highly technical associates with deep domain expertise that support implementation needs of NAS New Share and Migrations Clients.

MISSION

The NAS Implementation Services Team Leader (Delivery Manager) is responsible for the leadership and management of implementation teams for a defined set of clients and/or products, and deliver quality HCM implementations that exceed client expectations.

The Team Leader is responsible for ensuring client relationship/expectation management and the Project Team’s ability to deliver client requirements within project deadlines and budget. This role is a key part of the Implementation organization and will be required to build relationships with other parts of the NAS Implementation Organization and drives and supports best practice, continuous improvement and standard work across the team.

The Team Leader has significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.

KEY EXPECTATIONS

Business Management:

Delivers against a defined set of performance standards that contribute to the results of the Delivery Team and NAS. These performance standards are Business defined measures which may include but are not limited to Starts Revenue, Setup revenue, Implementation NOI and NPS Scores.
Executes on continuous improvement initiatives across the Delivery Team. Acts as a change leader.
Optimizes resources and staffing in team for efficiency and maximum productivity and utilization.
Collaborates with other GEO Delivery Managers to support consistency, resource sharing and optimization to achieve performance results and metrics.
Collaborates with other internal departments to ensure service objectives are met.

Client Management

Responsible for a portfolio of client engagements and aligns team on implementation execution leveraging the NAS standard client-centric approach with high quality results.
Manage internal/external client expectations and monitors client deliverables.
Works as a business partner with Client Engagement Leader/Project Manager to resolve issues and achieve project goal.
Works with Client Engagement Leader/Project Manager and Service Leaders to validate Client Business Issues have been addressed in the implementation and the client has successfully transitioned to ongoing service.
Serves as a First and Second Tier of escalation contact for both Internal and External Clients.
Conducts regular project reviews with HCM Implementation Consultants to inspect standard work adherence, client satisfaction and overall project health.

Associate Management:

Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics.
Manage all HR related activities for the team (appraisals, development, mentoring, training when needed)
Works with the Domain Leaders and Work Force Planning Office to assign resources to projects in accordance with requirements of those projects for certain skills and capabilities as well as the development requirements of the team on Domain Expertise.
Leads implementation teams to ensure implementations are accomplished on-time and with high degree of quality across the portfolio.
Manages and coaches HCM Implementation Consultants and has a solid knowledge of HCM fundamentals and value streams.
Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Responsible for associate hiring and performance management
Drives development activities of associates, training recommendations.
Responsible for staffing, development activities of associates, maintaining HCM IC’s Domain expertise, training and associate engagement.
Achieves objectives for associate engagement and turnover.
Collaborate with other internal departments to ensure service objectives are met.

Identifies areas in need of process improvement and solicits feedback from associates on service improvements.

Creates a high-performance team environment that supports/reinforces associate development and retention. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of the MAS staff. Assists in determining the team’s training requirements. Ensure timely and effective training is delivered to enhance skills of the team.

REQUIREMENTS

Bachelor’s degree in HCM related field or equivalent education and experience.
3-5 years customer service, benefits administration, Payroll, HR, Time and Attendance or related experience highly preferred.
2-3 years SME, mentor, or supervisory experience required.
Proven proficiency in prioritizing critical client issues and managing workflow required.
Effective time management skills, organization, and planning required.
Proven experience in Project management, project coordination.
Excellent communication skills in Client facing context.
Strong interpersonal, conflict management and mentoring skills.

PREFERRED QUALIFICATIONS:

US Benefits, Payroll and/or Time and Attendance knowledge is a plus.
Technical training or equivalent experience in related technologies and/or systems in implementations is highly preferred (HR, Payroll, Time).
Industry related certifications including Professional in Human Resources (PHR), Certified Payroll Professional (CPP), Fundamental Payroll Certification (FPC) etc. are a plus.
Work experience or certifications in Business Analysis, Networking, Database Usage, SQL is highly preferred.

COMPETENCIES

Strategy & Planning – Answers the question, “Where are we going?”
Results Accountability – Focuses on ensuring we attain objectives.
Financial Management – Applies understanding of ADP financial levers to achieve business results.
Impactful Communication – Flexes communication methods to engage with people.
Building Talent – Deliberately builds capability for short and long term.
Relationship Building – Develops internal and external relationships required for success.
Client-Focus – Explicitly factors client perspective into decision-making.
Outside-In Perspective – Understands and acts on trends in the external environment.
Bias for Growth – Takes bold action to strengthen the business results.

REPORTING

Direct to NAS Manager/Sr. Manager, Director

• Bachelor’s degree in HCM related field or equivalent education and experience. • 3-5 years customer service, benefits administration, Payroll, HR, Time and Attendance or related experience highly preferred. • 2-3 years SME, mentor, or supervisory experience required. • Proven proficiency in prioritizing critical client issues and managing workflow required. • Effective time management skills, organization, and planning required. • Proven experience in Project management, project coordination. • Excellent communication skills in Client facing context. • Strong interpersonal, conflict management and mentoring skills.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.

NAS Implementation Time Configuration Team Leader

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