Sr. Director, Implementation - Retirement Services

ADP•Florham Park, NJ

5d•Onsite

About The Position

ADP is hiring a Senior Director, Implementation (Retirement Services) within our Small Business Services organization. This role requires an experienced leader who can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs. The ideal candidate has a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands, and can develop new and innovative ways to increase revenue and long-term retention opportunities. In this role, you will primarily be responsible for ensuring the effective leadership and management of the Implementation processes and functions for new and existing clients within the Retirement Services (RS) Small Market Implementation team. You will lead over ~60 team members in total, including 5 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Implementation Organization. This team is dedicated and supports the elite Implementation Project Managers (IPM) and referring partners. This is a client-facing position.

Requirements

12+ years' experience in leadership and management
At least 5 years of management experience including planning, budgeting, and associate development
Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
Proven ability and experience to develop and execute strategic business strategies
Outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives
Ability to anticipate and adapt to changing conditions and opportunities
Highly analytical with the ability to tell the story based on the data and analytics
Ability to coach and mentor others
Ability to analyze data, draw conclusions, and create strategies based on the conclusions
Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting
Ability to collaborate effectively across business functions
Ability to prioritize issues and work under the pressure of time constraints
Ability to direct the design and implementation of processes and procedures

Nice To Haves

A college degree is preferred but not required.
MBA or other advanced degree
Knowledge of HCM (Human Capital Management) preferred, but not required
Experience with external partnerships such as Broker, CPA, and Advisor channels
Experience dealing with a large client volume

Responsibilities

Set team goals and provide guidance to the Implementation Management Team to successfully achieve these goals.
Support the Implementation Project Manager's within the RS Implementation organization working with the Sales, Operations and Service teams to ensure that Starts, No Starts and NPS goals are met.
Create strong partnerships with New Business Setup and Service organizations as stakeholders in our work on behalf of shared clients.
Drive compliance to process and support process optimization in collaboration with the field.
Continually measure and communicate team performance against established goals providing guidance and course corrections, if necessary, with the goal of driving continuous improvement in delivering services to the client.
Impact on Client Onboarding Experience and First Year Retention.
Partner with Senior Leadership to continually assess, manage and improve the process of transitioning clients to service in a manner that creates client promoters and drives the increase of first-year client retention.
Proactively manage risk by ensuring leaders are engaged in their assigned backlog, working directly with clients, associates, sales, and service partners, as appropriate, to drive successful client on-boarding and first year retention.
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
Lead the overall strategic direction, collaboration, and communication between the Implementation organization and key channel partners.
Proactively engage with clients, associates, and internal partner organizations to gather, review, distribute and act upon critical information and feedback to improve the overall client and associate experience.
Maintain a strategic understanding of key business partner organizations, processes, and related critical priorities all in an effort that the total client experience is considered in all decision making.
Work with the senior leadership team of various teams to improve client satisfaction.
Identify and execute continuous improvement opportunities targeted at improving the client experience, increasing productivity, and accelerating revenue.
Lead across functions with Finance, Service, Implementation, Imp Ops and Sales to identify opportunities and implement change throughout the organization.
Connect leaders to the priorities to successfully lead and implement change.
Monitor all program-managed initiatives to ensure processes are followed and goals are achieved, including the completion of milestones on time and within budget.