Director, Implementation

ADP•Tempe, AZ

About The Position

ADP is hiring a Director, Implementation for Comprehensive Services within its CORE space. The role supports and helps formulate the overall strategy for implementation and delivery execution for Core clients, and directly manages and supports implementation teams within a defined market segment. The Director is accountable for results across measures including NPS, no starts, productivity, and associate engagement, and drives associate development and performance through direct management of teams and implementation managers. The position provides guidance and development to assigned direct reports and uses analytics, client feedback, associate input, and other data to improve the experience for clients and associates. It reviews quality and productivity at individual, team, and market-segment levels; reviews performance daily; and coaches or recognizes associates as appropriate. Success is measured by quality, starts revenue, productivity, and associate advancement for the assigned market and teams. The position reports directly to the Sr. Director of Implementation and coordinates with peers supporting adjacent market segments. The listed responsibilities also cover HRO-Comprehensive Services associate knowledge, onboarding, new-hire programs, knowledge-center methodology, learning strategies, engagement, retention, talent development, and performance improvement. The Director leads a virtual, matrix-managed organization and partners with business-unit leadership to improve organizational performance and business results.

Requirements

Bachelor's degree or equivalent in education and experience.
7+ years of directly related experience.
Strong business acumen and a passion for talent development.
Leadership excellence, including identifying successful behaviors, placing the right talent in the right roles, talent acquisition, and building successful teams and leaders.
Outstanding leadership skills, professionalism, communication, and strategic business thinking.
Ability to develop and maintain high engagement with direct leadership teams and indirect reports.
Ability to travel 15%.

Nice To Haves

5+ years of management experience; remote experience preferred.
Client service experience.
ADP WFN Implementation experience.
Creative thinking, adaptability, and flexibility, including the ability to thrive amid continuous change and growth.
Ability to build relationships and partner collaboratively across the enterprise, internally and externally.
Excellent communication, time-management, project-management, and change-management skills.
Exceptional verbal and written communication skills, with the ability to adapt to the audience and requirements.
Knowledge of HCM (Human Capital Management) and the Talent Industry.
Ability to anticipate and adapt to changing conditions and opportunities.
Ability to prioritize issues and work under time constraints.

Responsibilities

Support, direct, and implement the overall strategy for how HRO-CS associates access knowledge and implement work for clients.
Support, direct, and communicate headcount management, access provisioning, and location-strategy processes to support successful onboarding of newly hired HRO-CS associates.
Evaluate, implement, and communicate strategies to improve new-hire programs and equip new hires with tools, knowledge, and learning to support Alex.
Partner with the Director of Knowledge in HRO-Shared Service to define and communicate Knowledge Center service methodology, goals, and measurable outcomes for accurate, usable knowledge articles supporting Alex.
Measure the new-hire experience, engagement, and knowledge transfer to support productivity.
Partner with Service senior leaders, GMs, and VPs to support associate engagement, retention, talent development, succession planning, and programs that enhance service performance and associate development.
Lead and inspire a virtual, matrix-managed organization, developing and sustaining Knowledge and Learning strategies that support associate and client satisfaction and retention.
Provide guidance, coaching, and assistance to support Knowledge and Continuous Learning team development and professional growth.
Review key business metrics and action plans and use the data to improve quality, client retention, and associate engagement.
Partner with business-unit leadership to support its mission and objectives through learning and performance-management services; anticipate needs and recommend solutions.
Coach senior- and mid-level managers and recommend actions to improve organizational performance.
Conduct business, performance, and cause analysis; select and implement learning interventions aligned with business-unit strategies and goals.
Identify and recommend other interventions to improve associate performance, such as role clarification, process standardization, management feedback, and coaching.
Manage implementation teams and managers, review quality and productivity results, and coach or recognize associates based on daily performance.
Use analytics, client feedback, associate input, and empirical or anecdotal data to recommend initiatives that improve implementation experience.