Effective time management and organizational skills
Experience managing remote teams and offshore employees
Responsibilities
Manage the Implementation function to achieve objectives for volume, timing, and quality
Continuously assess team performance and implement improvements
Develop and execute initiatives to enhance Service Delivery
Maintain strong relationships with the Sales organization
Resolve escalated sales issues effectively
Anticipate start volume and ensure timely client transitions
Communicate process changes to relevant stakeholders
Benefits
Opportunities for professional development and training
Supportive team environment focused on associate retention
Access to advanced implementation tools and resources
Potential for career advancement within the organization
Flexible work arrangements, including remote management options
Full Job Description
Implementation Manager II (in Augusta or Alpharetta only) In this position you will Provides effective management of the Implementation function within the Virtual Region (multiple physical locations, linked together with technology). The Regional implementation function is responsible for accepting sales orders, reviewing them for accuracy, and managing the new clients' transition to ADP from setup through successful transition to regular processing. Level and scope of accountability varies with position level. Ensures quality and productivity objectives are met consistently. Manages the Sales relationship. Provides acquisition support as necessary.
RESPONSIBILITIES:
Manages the Implementation function to meet all Implementation objectives including start volume, start timing, productivity, and quality.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Implements initiatives and processes to improve all aspects of Service Delivery. Provides feedback to Service Operations.
Manages the Sales relationship for the assigned Sales organization.
Ensures the successful resolution of escalated sales issues.
Works closely with the Sales organization to anticipate start volume and ensure timely, high-quality starts.
Consistently communicates changes in processes/procedures and other relevant information to the Sales organization.
May direct a dedicated sales helpdesk.
Sets and communicates team goals.
Develops tactical plans to reach these goals.
Translates SBS Service vision into meaningful associate messages and regularly communicates with associates.
Implementation Executive: Develops functional goals and objectives; provides input into overall Regional vision/goals/objectives.
Creates a high performance team environment that supports/reinforces associate development and retention.
Provides periodic performance feedback and conducts annual performance reviews.
Responsible for recruitment, selection, hiring, compensation management, and performance management of the Implementation staff.
Determines the Implementation organization's training requirements.
Ensures timely and effective training is delivered to enhance skills of the Implementation team. Manager II and above:
Coaches and develops leaders to improve current performance and build bench strength for the future.
Partners with Sales, Client Service, Teledata, and other functional groups to deliver the best possible overall client experience.
Communicates process/functional changes to groups outside of Implementation as needed.
Visits large and/or influential CPAs, Banks, and clients to enhance service relationships, gather feedback, and generate referral opportunities.
Implementation Executive: Works with the VP/GM and Controller to develop annual budget recommendations including headcount plan, productivity goals, and other expenses.
Manages expenses to the established budget/plan.
Implementation Director and above: Provides pre-acquisition due diligence support including assessing for product fit and developing the acquisition conversion plan.
Once an acquisition deal has closed, executes the conversion plan and communicates progress so that target conversion rates are met or exceeded.
Leads the daily activities of at least two Implementation teams.
Ensures adequate coverage and controls workflow in order to meet Regional objectives in areas including start volume, start timing, productivity, and quality.
Manages the relationship with the assigned Sales Team(s).
Resolves escalations that cannot be handled at lower levels of the organization.
May serve as technical resource for the Implementation team.
Communicates strategic goals; sets and communicates team goals.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement.
Hires and effectively on-boards new associates.
Manages associate performance and development and provides feedback.
At the direction of upper management, implements processes and procedures to improve all aspects of Service delivery.
Provides feedback to upper management. Prepares reports and monitors team performance statistics.
QUALIFICATIONS REQUIRED:
At least two years of experience in a Manager role
Effective oral and written communication skills required
Strong interpersonal, conflict management, and mentoring skills
Ability to work under pressure of time constraints
Effective time management skills, organization, and planning required
Ability to manage remotely and oversee offshore indirect employees
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
CPP certification preferred.
Knowledge of the SBS implementation process including how various departments interact together to start and service clients.
Knowledge of SBS payroll and related products/services.
Knowledge of implementation tools including SPOE, Clarify, Start Manager, EPOPS, etc.
Implementation Executive: Ability to develop and execute strategic business plans.
Ability to execute against goals/objectives
Ability to develop associates. Manager II and above: Ability to develop leaders.
Excellent verbal/written communication skills.
Ability to effectively manage a distributed workforce.
Ability to build effective professional relationships across functions/departments.
Ability to travel as needed to remote locations.
Must have the ability to manage through others.
Proven proficiency in prioritizing critical client issues and managing workflow.
Prior experience successfully interacting with sales function.
