Director Global HR Operations – SuccessFactors, Lyric, iHCM

ADP, Global Payroll is hiring a Director Global HR Operations – SuccessFactors, Lyric, iHCM. ADP is leading the payroll market in the World and provides payroll and Human Resource services to clients looking for outsourcing solutions.

The Global Payroll Organization is committed to providing World Class Service to all clients by hiring, developing and retaining qualified professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.

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ADP SuccessFactors provide services around SAP's SuccessFactors HCM solution for ADP's SuccessFactors clients. In addition, this role encompasses leadership responsibilities for Global HR Operations platforms including Lyric and iHCM, ensuring integrated service delivery across multiple HR technologies.

Supporting client day to day needs, issue resolution, break fixes and consulting with SAP engineers.

Supporting client with the configuration of all SuccessFactors modules, whether new business requirements, process automation or deployment of new modules and functionality.

Evaluating SAP's technical and New Functionality releases, assessing impact of changes on client's configuration and educating client on new technology and how it supports their organization.

Client Advisory, requesting enhancements, participating in Partner Events and acting as an advocate for client in feedback to SAP leadership.

In this position, you will leverage your project management and leadership expertise to guide a global team of SuccessFactors Certified consultants, while also overseeing Global HR Operations platforms such as Lyric and iHCM. You will ensure efficient operations, client satisfaction, and an overall productive and enjoyable working environment for associates. You will be responsible for navigating and tailoring solutions to meet the needs of clients of varying sizes and complexities, from small businesses to large multinational corporations.

WHAT YOU'LL DO: Responsibilities

• Execute financial and strategic objectives for the SuccessFactors business while providing a positive client experience. Ensure practices and processes are developed to focus on quality and timely executions in line with annual operating plans.
• Actively develop processes and tools to monitor and guide all activities while ensuring client expectations are met.
• Responsible for team members being trained and prepared for their roles and responsibilities, and developing selection criteria for these roles that ensure consistency across all regions.
• Ensure team members have the required certifications to meet SAP's requirements.
• Facilitate issue resolutions by providing guidance, direction or escalation as appropriate.
• Ensure team members have full understanding of all SuccessFactors modules and functionality being delivered to ADP clients, plus maintaining awareness of change to existing functionality and new functionality being introduced by SAP.
• Drive projects to ensure ADP clients compliant with functionality changes.
• Define, develop and optimize staffing models and performance metrics with a focus on automation, client satisfaction and quality measurements, to manage the organization activities consistently.
• Ensure ownership of tasks and achievement of project deliverables and provide oversight to manage Project, Resources, and Methodology and Controls Management.
• Define processes, procedures and structures that ensure high quality of delivery of projects.
• Evaluate and deploy improvements to the training, tools, and processes to ensure efficient and effective delivery.
• Actively participate in the sales and renewal process for existing and prospective clients, providing product, functionality, operating model and pricing support.
• Responsible for timely and effective hiring, development, and mentoring of resources to achieve business objectives.
• Act as the sponsor for client base to maintain effective client relationships. Providing regular updates on new and changing functionality, operational reviews, management of escalations and pricing negotiations.
• Manage relationships with key stakeholders.
• Serve a main contact point between SAP and SuccessFactors team, to address escalations, pricing & order form matters, technical and functionality updates.
• Third Party Integrators, serve as the main point of contact and address all matters related to new, current and past engagements.
• Serve as main contact for SuccessFactors and Global HR Operations platforms including Lyric and iHCM, ensuring seamless coordination across technologies and client needs.

CRITICAL SUCCESS FACTORS, SKILLS, AND EXPERIENCE:

• Understanding of our operating model in Global Payroll, our solution suite and how it can be leveraged to meet clients' needs
• Experienced in working effectively in a complex collaborative, matrix environment with virtual teams in a multi-cultural and geographically diverse environment
• Experienced at negotiations
• You also have familiarity with technology and its role in driving better business outcomes
• Exceptional oral and written communication skills with experience presenting in front of senior leaders and clients
• Regulatory and compliance acumen
• Change leadership skills
• Business transformation skills driving automation
• Strategic thinking
• Client focused and committed to providing World Class Service
• Leadership: Build Trust & Belonging, Grow and develop associates, Act decisively, Champion Change, Foster Collaboration, strong execution skills
• Proven leadership experience managing multiple HR technology platforms including SuccessFactors, Lyric, and iHCM
• Demonstrated ability to manage and deliver solutions for clients with diverse sizes and operational complexities

PERSONAL ATTRIBUTES:

• Excellent decision-making, taking decisions autonomously
• Positive attitude with high energy
• Excellent diverse stakeholder management
• Demonstrated leadership ability
• Be able to inspire, convince and mobilize people
• Can handle complexity and act strategically
• Results-oriented, brilliant collaborator, team player

TO SUCCEED IN THIS ROLE: Requirements

• Bachelor's Degree required or equivalent in education and work experience
• 7+ years global HCM industry experience (SAP SuccessFactors knowledge preferred but not essential)
• Leadership experience
• Experience in transformations, program management and change management with a proven track record in delivering results
• A demonstrated ability to develop and execute strategies and roadmaps aligned with business objectives.
• Strong verbal and written communication skill, fluent in English
• Excellent communication, time management, project management and change management skills
• International travel will be required several times a year