2-5 years of experience in client service or implementation
1-3 years of people leadership experience
Fluency in Spanish (reading, writing, speaking)
Military experience is valued as an alternative to formal education
Strong problem-solving and communication skills
Responsibilities
Lead daily activities of the Implementation team to meet deadlines and quality standards
Model and support cultural behaviors like ownership and teamwork
Develop implementation strategies using data and client feedback
Manage performance metrics and proactively address issues
Collaborate with teams to create intervention plans for client health
Communicate effectively with client executives and manage escalated issues
Train and mentor team members, identifying development needs
Benefits
Diverse and inclusive culture that values individual perspectives
Opportunities for career progression in a fast-paced environment
Meaningful work that impacts organizations globally
Comprehensive benefits starting on Day 1
Paid time off for volunteering in community causes
Full Job Description
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!
Does this sound like you?
Leadership Magnet Someone your leader can trust and your peers will follow. Someone who can help set the team's direction and lead them to the successful execution of the vision you share with your leader.
Proactive Planner Always a few steps ahead. Anticipates needs and comes prepared.
Trusted Advisor You live by integrity and deliver on promises... every time.
Collaborative Spirit You achieve more with others and value an inclusive culture where you can be you.
Innovative Thinker. You never settle for the status quo, with a mind always focused on continuous improvement.
WHAT YOU'LL DO: 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.
EXPERIENCE YOU'LL NEED: Required Qualifications
At least 2-5 years of experience in client service or implementation.
At least 1-3 years of people leadership experience.
Ability to read, write and speak Spanish fluently
A college degree is great but not required. What's more important is having the skills to do the job. If you don't have a college degree, other acceptable experiences could include:
Experience noted above, OR
Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you have developed and are excited to provide an environment where you can continue to make a meaningful impact.
BONUS POINTS FOR THESE: Preferred Qualifications
MBA or advanced degree
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
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Bring your passion and fun. Be yourself in a culture of highly diverse perspectives and insights.
Stay ahead of the curve. An agile, fast-paced environment means plenty of opportunities to progress.
Find meaning. Feel good as you do work that accelerates progress for employees in organizations all over the world.
Be your healthiest. Best-in-class benefits that start on Day 1, because healthy associates are happy ones.
Get paid to pay it forward. Company paid time off for volunteering for causes you care about.
