Implementation Team Manager

ADP•Augusta, GA

5d•Hybrid

About The Position

ADP is hiring an Implementation Team Manager. This role provides guidance, insight, and coaching to a client onboarding team that carries the ADP relationship forward after a sale and enables the first interaction between small business clients and ADP's industry-leading payroll and HR solutions. The manager and their team build relationships with clients and seamlessly implement ADP's technologies to ensure clients achieve long-term success, carrying the weight of ADP's service reputation and client satisfaction. The role requires leveraging project management and leadership expertise to establish the direction of daily activities, ensure efficient operations, and create an overall productive and enjoyable working environment. Success in this role requires comfort working in a metrics-driven call center environment as part of a structured day, with strong client-facing and leadership skills, clear communication, and professionalism. The company culture values equity, inclusion, and belonging, offering opportunities for career growth, continuous learning, development, and mentorship.

Requirements

At least 5 years of experience in client service and client onboarding.
At least 3 years of experience leading and inspiring people.
Ability to work overtime hours during peak seasons.
Military experience is acceptable, where skills including teamwork, adaptability, organization, and follow-through will help build team and client relationships, identify solutions, and achieve success.

Nice To Haves

Certifications that may include Fundamental Payroll Certification (FPC), Certified Payroll Professional (CPP), etc.
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures.
Prior leadership training.

Responsibilities

Lead daily activities, providing leadership, guidance, and direction to team members.
Ensure work is prioritized to meet overall goals and is delivered on time with attention to quality standards.
Oversee the use of standard process workflows, manage escalated client issues, and provide direction on client resolutions.
Train and mentor team members, identify development needs, assist in creating individual development plans, and coordinate additional training as needed.
Evaluate associate performance and complete appraisals, including administering corrective action and performance improvement plans.
Have Hire/Fire authority with Human Resources and may have scheduling and succession planning responsibilities.
Function as a consultant and business partner to other groups within ADP, especially with Sales, by understanding the Business Unit's strategic goals.
Collaborate with peers to establish best practices.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.