Implementation Manager

Job DescriptionPosition Title: Implementation ManagerReporting Line: Implementation DirectorPosition Purpose:Management of ADP’s Implementation team and associated activities to ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple market segments.Key Responsibilities:Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcingEngage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframesImplement and recommend process improvement initiatives to drive performance improvements across the operationEnsure alignment to the implementation methodology and standard processesManage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development, feedback and succession management.Facilitate regular team and one-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagementReview NPS scores and Medalia feedback: respond to all clients, close loop detractors within allocated time period and create action plans to address detractor comments.Allocate and manage all client/employee issues logged to the implementation team by internal and external clientsMonitor implementation activities to ensure all applicable work is sent to offshore teams.Provide an escalation point to resolve implementation critical issues.Escalate client priority 1 issues to, Sales, Relationship Manager and/or Director Implementation as necessaryMonitor and quality control data entry to minimise security breaches.Conduct allocated implementations/projects as required (allocated during peak periods, for capacity reasons, and/or escalation requirements)Coach team members and clients in the correct use of applications, implementation standard processes and procedures.Work with Transition Consultants, MS teams, Relationship Managers and Support teams to ensure smooth transition to ‘go-live’ for all new clientsWork with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore teamKeep abreast of technology developments as they relate to the implementation team processes.Experience:3 – 5 years’ Customer Service / Implementation experiencePrevious leadership / management experience is preferredStrong understanding and experience in time and attendance, payroll and/or other related systems.Demonstrated experience in building talent within teamsSignificant experience in change management (process and culture)Knowledge and understanding of the client contracts and Service Level AgreementsDemonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skillsExperience in Customer Information System (CIS) Subject Matter ExpertExperience in creating /implementing processes and policySound experience with monthly reporting, analysis and team activity planningSolid experience in workload allocation and development of schedulesProficiency in Microsoft applications such as Word, Excel and OutlookProcess improvement and change management techniquesExperience with various coaching models, as leadership & communication/feedback mechanisms.Job DetailsJob Type: Permanent-FT (AC Only)Salaried: Salaried