Team Manager, Implementation

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ADP is hiring a Manger, New Business Implementation. This Manager, will execute against the strategy to achieve the core business results goals as outlined by the Retirement Services Implementation leadership team. Outline and define key deliverables and measurable success factors, and lead a staff of professionals in achieving the desired results. Accountable for ensuring the teams staffing requirements, are properly aligned with the sales volume, which ultimately reflect in the ability to provide service to our clients. This includes development of associates and aligning our associates, by skillset, to the complexity and requirements of the client, to ensure a smooth and successful implementation and client/partner experience. Development and structuring strong relationships with both internal and external partners are essential to being successful in this role.
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:
Drive monthly new client implementation starts to align with revenue and unit targets.

• Forecasting Starts
• Improving Starts YOY
• Drive N/S rate to be below set goal overall for our business each fiscal year.
• Drive retention by creating innovative solutions to support business which might be outside of the box.

Measure and meet client satisfaction scores to be consistent with departmental goals, and ADP overall.

• NPS scores better than 36%, and driving engagement and overall score YOY
• Respond to client escalations and triage with internal partners where needed. Drive internal research, root cause analysis and correction action plan to resolution. Facilitate immediate remedy solutions.
• Work with internal service partners to ensure service level commitments are met.
• Drive response rate through additional client touchpoints.

Develop our associates, and provide a career progression map, to progress their career within implementation, or ADP overall.

• Communicate effectively and frequently with the team.
• Conduct employee performance appraisals and assign performance objects and provide regular feedback. Delivering consistent reinforcement through verbal and written praise and appreciation.
• Manage change effectively and setting clear expectations of goals.
• Foster associates to learn, develop and adapt to constantly changing work environments.
• Provide coaching and mentoring for associate success
• Provide team training opportunities for focal areas.
• Encourage associates to think for themselves and make suggestions for improvements in their own processes.
• Align resources based on skills required to support our business plan.
• Conduct annual performance reviews on associates.
• Drive Stand Out check in's and utilize strength based development based on profile.

Execute by implementing revenue and cost savings initiatives based on new products, new ideas, or process improvement opportunities identified.

• Coordinate activities related to chartered projects. Complete project and issue tasks as assigned.
• Provide status against assigned deliverables in accordance with defined deadlines and procedures.
• Deliver overall organization improvements by looking for business process improvements.
• Drive additional revenue opportunities.
• Utilize monthly dashboard reporting to review progress, areas of improvement and efficiency of implementation.

Execute each implementation timely, accurately, and compliant, as outlined in the overall business team goals.

• Drive both starts in Units and Sales dollars annually -- this drives early billing
• Ensure compliance guidelines are being met through participant notifications
• Reduce Black Out timing
• Monitor Overall Portfolio Management of team.
• Actively look of opportunities to reduce E&O.

Pursue and develop effective partnerships with internal and external teams who support the daily tasks and operational functions required to provide "One ADP" service our clients.

• Actively join team meetings to introduce yourself to sales and internal service leaders.
• Develop partnerships with internal service leaders on a regular basis to induce continuity between departments.
• Facilitate roundtable sessions to build partnerships, identify improvement opportunities and designate proper escalation channels.
• Support sales backlog, exceptions, general client questions and escalations.

Forecast departmental staffing requirements.

• Onboard new associates.
• Manage poor performing associates and the exposure/risk to the business.
• Pipeline sourcing -- college career fairs.
• Execute on SLT footprint strategy.
• Manage capacity and resource allocation to support the business needs.

Drive Kenexa Scores to either be equivalent or better than ADP's overall average YOY

• Strategically develop and execute on improvement plan.

Facilitate Associate Engagement Events

• Fully support quarterly associate engagement events.
• Engage with all core associates via Site Representation.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• Bachelor's degree or equivalent in education and/or experience
• 3-5 years of related experience
• 1-3 years leadership experience

Preferred Qualifications:

• Financial Services or 401k experience

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