Manager, Implementation

2 weeks ago

Etobicoke, Canada ADP Full time

**ADP is hiring a **Manager, Implementation**
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

As a **Manager, Implementation**, you will be responsible for overseeing the day-to-day operational activities of a team of specialists and is responsible for providing coaching, mentoring, and team leadership to ensure the team’s success. In addition, the Implementation Manager is also responsible for ensuring their team of Implementation Specialists successfully manage new clients into ADP’s suite of Payroll, HR, and Time and Attendance products.

The **Manager, Implementation** has the overall responsibility for ensuring that the client is provided with an outstanding client experience and that ADP’s key business objectives are realized.

Overall, the **Manager, Implementation** effectively communicates and interacts with all stakeholders and is responsible for managing client relationships to achieve excellent levels of client satisfaction as determined through ADP’s “Quality Survey”.

**What you’ll do**:_Responsibilities_

**What you can expect on a typical day**:

- Coach team members e.g., problem resolution strategies, client handling strategies, and project management (concerning balancing multiple implementations simultaneously).
- Determine how to assist team members in filling their skill set gap by participating in projects or other learning opportunities.
- Coach team members to ensure all steps of the Quality Implementation process are not only followed but built upon to suit the individual needs of each client.
- Respond to escalated client questions or issues and manage critical accounts while coaching the original IS involved on how to avoid the escalated situation in the future.
- Ability to forecast project go-lives, while keeping clients on track during the implementation methodology.
- Project staffing needs and budget requirements including strategies to react to variances in Sales volumes (positive or negative).
- Analyze trends in quality survey scores, client sign-off forms, rerun rates/reasons, additional business, lost accounts, and workflows to determine what actions should be taken.
- Develop internal relationships with critical areas such as Sales, Service, etc., and leverage these relationships to ensure processes are seamless to the client and maximize IS productivity.
- Coach direct reports including performance appraisals, training suggestions, and conflict resolution.
- Represent Implementation of inter-departmental project groups.

**TO SUCCEED IN THIS ROLE**:_Requirements _
- Demonstrated ability to lead, coach, and mentor a team of Implementation Specialists responsible for providing Stellar Service to high-value clients throughout Canada.
- Minimum of 5+ years of experience in managing a diverse team whose prime objective is to deliver Outsourcing Solutions.
- Demonstrated strength in People Management, Project Management, and Client Relationship Management.
- Demonstrated superior communication and interpersonal skills.
- Strong background in reporting, forecasting, and analyzing metrics.
- Working knowledge of payroll, human resources, pension, and benefits.
- Expert planning skills and ability to negotiate project scopes, deliverables, milestones, and resource requirements with internal and external clients.
- Experienced in developing and maintaining strong relationships with internal and external clients and coordinating efforts of various internal resources and teams to ensure the implementation and business objectives are attained.
- Demonstrated capability to effectively oversee multiple implementations with varying complexities.
- Allocating resources and/or shifting resources among projects to maximize reaching client expectations.
- Experience in ensuring project completion is within a defined scope, on schedule, and has met or exceeded client’s expectations, without sacrificing quality.
- Excellent team-building skills with both external and internal clients
- Excellent written and verbal communication skills
- Excellent presentations skills
- Client Relationship Management skills

**Bonus points for these**:_Preferred Qualifications_
- Post-secondary education or related business experience.
- Professional certification preferred, i.e., Project Management, Human Resources Management or Payroll Certificate.
- Through knowledge of ADP Implementation processes and practices.

**YOU'LL LOVE WORKING HERE BECAUSE YOU CAN**:

- **Focus on your mental health and well-being.** We take care of one another and offer support for your well-beingbecause healthy associates are happ

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