Implementation Manager

Position Title: Implementation Manager

Reporting Line: Implementation Director

Position Purpose:

Management of ADP’s Implementation team and associated activities to ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple market segments.

Key Responsibilities:

• Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcing
• Engage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframes
• Implement and recommend process improvement initiatives to drive performance improvements across the operation
• Ensure alignment to the implementation methodology and standard processes
• Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development, feedback and succession management.
• Facilitate regular team and one-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement
• Review NPS scores and Medalia feedback: respond to all clients, close loop detractors within allocated time period and create action plans to address detractor comments.
• Allocate and manage all client/employee issues logged to the implementation team by internal and external clients
• Monitor implementation activities to ensure all applicable work is sent to offshore teams.
• Provide an escalation point to resolve implementation critical issues.
• Escalate client priority 1 issues to, Sales, Relationship Manager and/or Director Implementation as necessary
• Monitor and quality control data entry to minimise security breaches.
• Conduct allocated implementations/projects as required (allocated during peak periods, for capacity reasons, and/or escalation requirements)
• Coach team members and clients in the correct use of applications, implementation standard processes and procedures.
• Work with Transition Consultants, MS teams, Relationship Managers and Support teams to ensure smooth transition to ‘go-live’ for all new clients
• Work with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team
• Keep abreast of technology developments as they relate to the implementation team processes.

Experience:

• 3 – 5 years’ Customer Service / Implementation experience
• Previous leadership / management experience is preferred
• Strong understanding and experience in time and attendance, payroll and/or other related systems.
• Demonstrated experience in building talent within teams
• Significant experience in change management (process and culture)
• Knowledge and understanding of the client contracts and Service Level Agreements
• Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
• Experience in Customer Information System (CIS) Subject Matter Expert
• Experience in creating /implementing processes and policy
• Sound experience with monthly reporting, analysis and team activity planning
• Solid experience in workload allocation and development of schedules
• Proficiency in Microsoft applications such as Word, Excel and Outlook
• Process improvement and change management techniques
• Experience with various coaching models, as leadership & communication/feedback mechanisms.