Implementation Manager II

ADP•Alpharetta, GA

7h•Onsite

About The Position

ADP is hiring an Implementation Manager II. In this position, you will provide effective management of the Implementation function within the Virtual Region, which spans multiple physical locations connected by technology. The Regional Implementation function is responsible for accepting sales orders, reviewing them for accuracy, and managing the transition of new clients to ADP from setup through successful transition to regular processing. The level and scope of accountability vary with position level. You will ensure quality and productivity objectives are met consistently, manage the Sales relationship, and provide acquisition support as necessary. At ADP, we are driven by your success. We engage your unique talents and perspectives and 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

At least two years of experience in a Manager role
Effective oral and written communication skills required
Strong interpersonal, conflict management, and mentoring skills
Ability to work under pressure of time constraints
Effective time management skills, organization, and planning required
Ability to manage remotely and oversee offshore indirect employees

Nice To Haves

CPP certification preferred.
Knowledge of the SBS implementation process including how various departments interact together to start and service clients.
Knowledge of SBS payroll and related products/services.
Knowledge of implementation tools including SPOE, Clarify, Start Manager, EPOPS, etc.
Ability to develop and execute strategic business plans.
Ability to execute against goals/objectives
Ability to develop associates.
Ability to develop leaders.
Excellent verbal/written communication skills.
Ability to effectively manage a distributed workforce.
Ability to build effective professional relationships across functions/departments.
Ability to travel as needed to remote locations.
Must have the ability to manage through others.
Proven proficiency in prioritizing critical client issues and managing workflow.
Prior experience successfully interacting with sales function.

Responsibilities

Manages the Implementation function to meet all Implementation objectives including start volume, start timing, productivity, and quality.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Implements initiatives and processes to improve all aspects of Service Delivery. Provides feedback to Service Operations.
Manages the Sales relationship for the assigned Sales organization.
Ensures the successful resolution of escalated sales issues.
Works closely with the Sales organization to anticipate start volume and ensure timely, high-quality starts.
Consistently communicates changes in processes/procedures and other relevant information to the Sales organization.
May direct a dedicated sales helpdesk.
Sets and communicates team goals.
Develops tactical plans to reach these goals.
Translates SBS Service vision into meaningful associate messages and regularly communicates with associates.
Develops functional goals and objectives; provides input into overall Regional vision/goals/objectives.
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 Implementation staff.
Determines the Implementation organization's training requirements.
Ensures timely and effective training is delivered to enhance skills of the Implementation team.
Coaches and develops leaders to improve current performance and build bench strength for the future.
Partners with Sales, Client Service, Teledata, and other functional groups to deliver the best possible overall client experience.
Communicates process/functional changes to groups outside of Implementation as needed.
Visits large and/or influential CPAs, Banks, and clients to enhance service relationships, gather feedback, and generate referral opportunities.
Works with the VP/GM and Controller to develop annual budget recommendations including headcount plan, productivity goals, and other expenses.
Manages expenses to the established budget/plan.
Provides pre-acquisition due diligence support including assessing for product fit and developing the acquisition conversion plan.
Once an acquisition deal has closed, executes the conversion plan and communicates progress so that target conversion rates are met or exceeded.
Leads the daily activities of at least two Implementation teams.
Ensures adequate coverage and controls workflow in order to meet Regional objectives in areas including start volume, start timing, productivity, and quality.
Manages the relationship with the assigned Sales Team(s).
Resolves escalations that cannot be handled at lower levels of the organization.
May serve as technical resource for the Implementation team.
Communicates strategic goals; sets and communicates team goals.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Hires and effectively on-boards new associates.
Manages associate performance and development and provides feedback.
At the direction of upper management, implements processes and procedures to improve all aspects of Service delivery.
Provides feedback to upper management.
Prepares reports and monitors team performance statistics.