Position Title: Implementation Manager

Position Purpose: Management of ADP’s Implementation team and associated activities to ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple market segments.

Key Responsibilities:

• Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcing
• Engage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframes
• Implement and recommend process improvement initiatives to drive performance improvements across the operation
• Ensure alignment to the implementation methodology and standard processes
• Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development, feedback and succession management.
• Facilitate regular team and one-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement
• Review NPS scores and Medalia feedback: respond to all clients, close loop detractors within allocated time period and create action plans to address detractor comments.
• Allocate and manage all client/employee issues logged to the implementation team by internal and external clients
• Monitor implementation activities to ensure all applicable work is sent to offshore teams.
• Provide an escalation point to resolve implementation critical issues.
• Escalate client priority 1 issues to, Sales, Relationship Manager and/or Associate Director Implementation as necessary
• Monitor and quality control data entry to minimise security breaches.
• Conduct allocated implementations/projects as required (allocated during peak periods, for capacity reasons, and/or escalation requirements)
• Coach team members and clients in the correct use of applications, implementation standard processes and procedures.
• Work with Transition Consultants, MS teams, Relationship Managers and Support teams to ensure smooth transition to ‘go-live’ for all new clients
• Work with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team
• Keep abreast of technology developments as they relate to the implementation team processes. 

Experience: 

• 3 — 5 years’ Customer Service / Implementation experience
• 2 – 3 years’ experience in Senior Implementation Consultant or Senior Payroll Administrator position, Supervisor or equivalent
• Demonstrated experience in building talent within teams
• Significant experience in change management (process and culture)
• Knowledge and understanding of the client contracts and Service Level Agreements
• Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
• Experience in Customer Information System (CIS) Subject Matter Expert
• Experience in creating /implementing processes and policy
• Sound experience with monthly reporting, analysis and team activity planning
• Solid experience in workload allocation and development of schedules
• Proficiency in Microsoft applications such as Word, Excel and Outlook
• Process improvement and change management techniques
• Experience with various coaching models, as leadership & communication/feedback mechanisms. 

Qualifications / Certifications :

• Minimum Cert IV / Diploma within Business / Administration
• Proven relevant experience may be considered in lieu of formal qualifications.

Skills:

• Team Management
• Process Improvement
• Stakeholder Management
• Solutions Focussed
• Planning & Scheduling
• Results Accountability
• Project Management
• Analysis & Reporting

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.