Arbeitsort: Mulgrave, Victoria, AU
Management of ADP’s Implementation Project Management 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.
- Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcing
- Engage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframes
- Implement and recommend process improvement initiatives to drive performance improvements across the operation
- Ensure alignment to the implementation and project management methodology and standard processes
- Manage 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 engagement
- Review 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 clients
- Monitor 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 necessary
- Monitor 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 clients
- Work with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team
- Keep abreast of technology developments as they relate to the implementation team processes.
ADP Leadership Expectations
- Strategy and Planning: Answers the question “Where are we going?”
- Results Accountability: Focuses on ensuring we attain objectives
- Financial Management: Applies understanding of ADP financial levers to achieve business results
- Impactful Communication: Flexes Communication methods to engage with people
- Building Talent: Deliberately builds capability for short and long term
- Relationship Building: Develops internal and external relationships required for success
- Client Focus: Explicitly factors client perspective into decision making
- Outside — In Perspective: Understands and acts upon trends in the external market
- Bias for Growth: Takes bold action to strengthen business results
- 5+ years’ Project Management experience
- 2 – 3 years’ experience in Portfolio management or management of Implementation teams
- Demonstrated experience in building talent within teams
- Significant experience in change management (process and culture)
- Knowledge and understanding of the client contracts and Service Level Agreements
- Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
- Experience in creating /implementing processes, policies and methodologies
- Sound experience with monthly reporting, analysis and team activity planning
- Solid experience in workload allocation and development of schedules
- Proficiency in Microsoft applications such as Word, Excel, Project and Outlook
- Process improvement and change management techniques
- Experience with various coaching models, as leadership & communication/feedback mechanisms
Qualifications / Certifications
Minimum Cert IV / Diploma within Business / Administration Proven relevant experience may be considered in lieu of formal qualifications.
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