Implementation Manager

ADP•Augusta, GA

About The Position

As Implementation Manager, you'll leverage your leadership expertise to help establish the direction of daily project activities, ensuring efficient operations, and creating an overall productive and engaging working environment for your team. Your team onboards new clients by configuring their account and training them to comfortably use our products and services, with the goal of delivering and exceeding client expectations!

Requirements

At least five years of experience required.
At least three years of people leadership experience required.

Nice To Haves

College degree preferred.
HCM Certifications: Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP); PHR or SPHR
Proficiency and in-depth knowledge of all pertinent ADP Human Resources, Payroll and Benefits policies and procedures
Proficient in the latest web technologies and working knowledge of various operating systems
Prior leadership training
Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to maintain cooperative working relationships with all levels of management
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficient in the latest web technologies and working knowledge of various operating systems
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training

Responsibilities

Lead daily activities of the Implementation team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall business metrics.
Ensure team supports and models cultural behaviors including ownership, client advocacy, teamwork, and business acumen to achieve performance metrics.
Develop and drive implementation strategies by leveraging data, analytics, and client experience information focused on the achievement of client desired outcomes.
Responsible for performance measures such as forecast, proactive risk assessment, backlog, no-starts, quality, weeks- to-start, associate engagement and retention and other metrics. Takes a proactive approach to backlog management to anticipate and mitigate issues and accurately assess, communicate and address trends.
Strategize with teams and internal partners to develop effective intervention plans to address challenges related to client health, including direct involvement in activities necessary to stabilize and save at-risk client business.
Demonstrate a strong ability to communicate with Client executives, including strong executive presence, de-escalation, and relationship management.
Participate in financial forecast exercises related to their Book of Business, including input to managing loss forecast.
Effectively manage escalated issues and clients and provide direction.
Demonstrate enhanced understanding and implementation of Business Unit's strategic goals.
Oversee the use of standard process workflows by team.
Function as a consultant and business partner to other groups within ADP.
Train and mentor team members and identify development needs across the team, working with Director to coordinate additional training as needed.
Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
Serve as an acting backup to the Senior Director, providing leadership, guidance and direction to team members in the absence of the Director.
Manage escalated issues and provide direction.
Collaborate with peers to establish best practices.
Analyze team statistics and prepare reports for the Director.
Evaluate associates on performance and complete annual performance appraisals. Work in collaboration with associates to establish Individual Development Plans. Develop and administer corrective action and performance improvement plans. Hire/Fire authority in conjunction with Human Resources.
May have budgetary responsibility.
May have oversight of Workforce Management to include scheduling and succession planning.
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other Business Units.