Director, Implementation

ADP•Alpharetta, GA

About The Position

ADP is hiring a Director, Implementation. As a member of the leadership team, the Implementation Director is responsible for the effective management and direction of multiple implementation functions and/or teams. Ensures the delivery of World Class Service and the improvement of overall client metrics including satisfaction and retention. Implements initiatives and tools to improve service delivery, quality, and productivity. Maintains working knowledge of all applicable products and services. 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.

Requirements

BA/BS in Business Administration or Technology, or equivalent combination of education and experience.
A minimum of 7 years' experience in a client service or implementation environment, with at least 3 years of direct leadership or managerial experience.

Nice To Haves

CPP or FPC certification preferred
Prior leadership training, such as SBS Emerging Leaders training or participation in a Management Development Program is strongly preferred
Demonstrated leadership abilities and formal leadership experience.
Demonstrated ability to effectively manage time and prioritize issues under the pressure of multiple deadlines and tight time constraints.
Must have the ability to effectively communicate to both clients and internal associates.
General knowledge of SBS products and services to support a team as they meet the HCM needs of the small business client.
Proven ability to manage remotely.
Excellent verbal/written communication skills, with the ability to communicate with transparency.
Effective presentation skills.
Strong data analytics and reporting.
Experience with call center technology and quality assurance processes.
Ability to effectively manage a distributed workforce and consistently lead a team under the pressures of volume variances in inbound calls, length of calls, escalations and peak productivity periods.
Ability to build effective professional relationships.
Ability to travel to the remote locations, approximately 30% travel.
Experience with offshore.
Ability to work effectively in a high matrix environment with a cyclical business model

Responsibilities

Ability to performance manage and mentor/coach a diverse and well-educated team responsible for multiple products/services.
Ensures adequate coverage and controls workflow in order to meet regional objectives in areas including start volume, start timing, productivity, and quality.
Coaches managers and associates on consultative approach and acts as business partner to clients.
Manages the relationship with the Sales Teams.
Assists sales with discounting and exception requests, balancing the needs of clients, Implementation and the sales organization.
Effectively partners with any offshore organizations involved in the implementation process.
Resolves escalations that cannot be handled at lower levels of the organization.
Communicates strategic goals; sets and communicates team goals.
Continuously reviews manager and team performance to ensure the ability to implement multiple products at the same time and understand and identify the clients overall Human Capital Management (HCM) needs; identifies and appropriately addresses opportunities for improvement through effective performance management and feedback.
Effectively Hires and on-boards the best talent to meet dynamic business environment.
Effectively identifies opportunities to improve all aspects of Service delivery and implements resulting processes and procedures.
Provides feedback to upper management.
Prepares reports to review and uses data to assist with making strategic decisions to improve and grow the organization.
Serves as back-up to Implementation Executive.