In this role, you will support and assist in the formulation of the overall strategy for implementing and delivery execution of our Core clients. Responsible for the direct management and support of several implementation teams within a defined market segment. Ensures performance results across a variety of metrics and measures, including NPS, no starts, productivity, and associate engagement. Drives associate development and performance through the direct management of the teams and implementation managers.
You will also engage in the direct support, guidance, and development of assigned direct reports. Leverages the available analytics, client feedback and associate input to create a superior experience for clients and associates. Uses experience, as well as anecdotal and empirical data, to recommend initiatives to improve the implementation experience. Continuously reviews the quality and productivity results by individual, team, and market segment. Reviews performance on a daily basis, coaching where improvement is needed and providing recognition as appropriate.
The success of this position is measured by the quality, starts revenue, productivity and associate advancement for the assigned market and direct reporting teams. Reports directly to the Sr. Director of Implementation and coordinates efforts with peers supporting adjacent market segments.
WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:- Supports, directs, and implements the overall strategy for how HRO-CS Associates access Knowledge and works to implement our clients
- Supports, directs, and communicates headcount management processes, access provisioning, and location strategy to ensure successful onboarding for all newly hired HRO-CS associate
- Evaluates, implements, and communicates strategies to improve New Hire Programs that enable New Hires with the tools, knowledge and learning to support Alex
- Partner with Director of Knowledge in HRO-Shared Service to create, define and communicate Knowledge Center Service methodology, define goals, and establish measurable outcomes that provide associates with accurate and easy to use knowledge articles to support Alex
- Responsible for the measurement of the New Hire experience, their engagement, and knowledge transfer to be productive
- Partners with other Service Senior Leaders, GMs, and VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development
- Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining Knowledge and Learning strategies that will ensure associate and client satisfaction and retention through effective management of HRO-Comprehensive Services associate knowledge and continuous learning
- Provides guidance, coaching and assistance as needed to ensure Knowledge and Continuous Learning team development and professional growth
- Reviews and evaluates data from key business metrics & action plans to improve quality, client retention and associate engagement based on data
- Strategic business partner: Works with business unit leadership to assist in achieving mission and objectives through learning and performance management services. Anticipates business unit needs and recommends effective solutions. Coaches' senior and mid-level managers and provides them recommendations for action to improve organizational performance
- Human performance improvement conducts business, performance, and cause analysis. Selects and implements learning interventions to enhance associates' performance and business results in line with business unit strategies and goals. Identifies and recommends other interventions needed to enhance associate performance such as role clarification, process standardization, management feedback and coaching, etc.
QUALIFICATIONS REQUIRED:- Bachelor's degree or equivalent in education and experience.
- 7+ years of Directly Related Experience
- Must possess strong business acumen and a passion for talent 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
- Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
- Develop and maintain high engagement with not only your direct leadership team but indirect reports as well
- 15% travel required
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- 5+ years of management experience, remote experience preferred.
- Client service experience preferred.
- ADP WFN Implementation Experience
- Creative thinker with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.
- A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we provide the best client experience and are achieving our business objectives.
- Excellent communication, time management, project management and change management skills.
- Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements.
- Knowledge of HCM (Human Capital Management) and Talent Industry preferred but not required.
- Ability to anticipate and adapt to changing conditions and opportunities.
- Ability to prioritize issues and work under the pressure of time constraints.
