Manager Implementation

Overview:

This role is a temporary position - maternity cover 

ADP Employer Services is leading the payroll market in the World and provides payroll and Human Resource services to clients looking for outsourcing solutions.

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

Role objectives:

As a member of ADP's CSL Implementation Extended Leadership team, reporting directly to the EMEA Senior Manager, the Manager CSL Implementation is responsible for leading and executing the Implementation Strategy, Goals and Objectives set for the department, and own team whilst leading a team. This team consists of a number of Project Managers, Implementation Consultants and Senior Project Management Consultants dedicated to oversee and implement our clients.

The team is responsible for delivering projects on time, meeting the Starts target set, as well as collaborating with In-Country Partners and other stakeholders, for delivering positive client satisfaction, follow and provide improvement recommendations to the implementation methodology.

This role is also responsible for instituting and maintaining consistent, continuous improvement processes, as well as compiling, evaluating and reporting on Implementation metrics. This position makes recommendations and compiles project plans to implement improvements as measured by decreased cost, reduced start times and improved client satisfaction.

 Responsibilities:

Define, develop and deploy the Implementation strategy to deliver Starts

• Accountable of the team portfolio health, accuracy of project status updates and ensuring team utilization to meet targets
• Analyse existing pipeline and backlog, identify opportunities to expedite delivery and utilize existing Implementation resources to deliver required Starts.
• Make recommendations for Process changes/Enhancements
• Contribute to forecasting and reporting within the established timelines and quality of deliverables

 Manage delivery of high quality and timely implementation of Client entities in implementation:

• To ensure the implementation of the new client by your implementation team, following the project management standard methodology as per departments guidelines and processes.
• Supporting your implementation team in fine-tuning the coordination protocol with Partners Managers in triggering, tracking progress and closing the local implementation projects and the service delivery either with ADP countries or with external Payroll providers.
• Supporting the Program managers and their leadership in maintaining clear and accurate updates on the Project Status
• To identify and solve potential issues that may prevent the satisfactory and timely completion of the global implementation for clients.
• Ensure services are provided according to contractual commitment and Service Level Agreements.
• Ensure optimal transition from Implementation Management team to Client Success team.
• Organize and establish the right framework to have Implementation PM acting as Single Point of Contact for the Client during the project implementation.
• Work closely with ADP countries for business growth and revenue.

Ensure team leadership and development:

• Organize implementation continuity, and coordinate the implementation workload.
• Ensure team members are trained to perform implementation tasks at world class service standard.
• To perform check ins with the Global Program Managers to discuss focus areas, strengths and priorities on a regular basis.
• Coach the team team in their development and professional career, supporting development plans defined.
• Support and conduct activities for teams which can positively impact associate engagement and NPS score.

 Qualifications:

Experience/Skills:

• Country payroll implementation experience, project management skills recommended
• Experience with multinational, highly complex client implementations and team leadership
• Ability to resolve customer inquiries and escalated issue tickets within prescribed SLAs.
• Proven ability to build and manage high performance operational teams.
• Flexibility in order to quickly adapt with a continuously changing environment.
• Ability to act as liaison with various internal and external contacts.
• Great communication skills
• Conflict management, negotiation skills
• Ability to prioritize workload, set and achieve goals.
• Perfect command of English language.
• Ability to develop and maintain SLAs.
• Diversity and Inclusion

Education:

• College or University degree.
• Executive education will be a plus.