Manager Process Improvement

Unlock Your Career Potential: Leadership at ADP. At ADP, we're passionate about leading the way in Human Capital Management. Through leading-edge innovation, we're quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you'll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.
ADP is hiring a Manager, Process Improvement. In this position, you'll leverage your project management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable working environment for employees.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.
RESPONSIBILITIES:

• Conducts independent analysis to understand and prioritize improvement needs within the client-facing service teams
• Creates an input/output process for evaluating new and ongoing documentation and improvement initiatives
• Designs or improves processes that improve service metrics such as productivity, associate experience, client experience/effort, case closure time, controls, and reporting
• Documents and improves existing policies, processes, and procedures, includes talk tracks, written responses, or scripts (phone, email, live chat) as needed
• Communicate complex information and key messages to prospects, clients, internal partners and all levels of the organization. Ability to work effectively with people at all levels across the organization.
• Manage relationships with key stakeholders
• Program Manage key strategic initiatives for the business
• Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
• Serve as a resource for other team members, based on a strong working knowledge of team's responsibilities and goals
• Manage escalated issues and provide direction.
• Function as a consultant and business partner to other organizations within ADP
• Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
• Serve as an acting backup to other leaders, providing leadership, guidance and direction to team members in the absence of the leader
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units
• Prepare and present reports on team performance

QUALIFICATIONS REQUIRED:

• Bachelor's degree and/or equivalent in education and/or experience
• At least 8 years of experience in process and/or project management in client service environment

Preference will be given to candidates who have the following:

• MBA or advanced degree
• Experience in assessing, developing, and reengineering business processes, using Six Sigma, Value Stream mapping, Kaizen and/or Lean methodologies or equivalent
• Process Improvement Certification
• PMP Formal experience establishing methods, controls and measures for process control and improvements
• Continuous Process Improvement Experience (leading and facilitating cross functional events)
• Experience in assessing, design/redesigning, developing, testing, deploying and supporting solutions or other service technologies is desirable.
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to work and thrive in a team environment, focused on achieving results
• Ability to work both independently and as part of a team
• Strong client relationship building skills
• Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Proficient in the latest web technologies and working knowledge of various operating systems
• Proficient using Microsoft Office
  CPP or FPC certification
• Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
• Prior leadership training

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.