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Implementation Manager - ADP Lyric HCM

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ADP

11d ago

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Melbourne

AI generated summary

  • You need 3-5 years in customer service/implementation, 2-3 years in senior roles, change management skills, proficiency in Microsoft, and a Cert IV/Diploma in Business/Administration.
  • You will manage implementation activities, engage with clients on issues, drive process improvements, oversee talent management, coach team members, and ensure smooth client transitions.

Requirements

  • 3 – 5 years’ Customer Service / Implementation experience
  • 2 - 3 years’ experience in Senior Implementation Consultant or Senior Payroll Administrator position, Supervisor or equivalent
  • 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 Customer Information System (CIS) Subject Matter Expert
  • Experience in creating /implementing processes and policy
  • 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 and Outlook
  • Process improvement and change management techniques
  • Experience with various coaching models, as leadership & communication/feedback mechanisms.
  • Minimum Cert IV / Diploma within Business / Administration
  • Proven relevant experience may be considered in lieu of formal qualifications.

Responsibilities

  • 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 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 Operations Director 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.
  • Keep abreast of technology developments as they relate to the implementation team processes.
  • Work with Operations Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team.

FAQs

What is the main purpose of the Implementation Manager position at ADP Lyric HCM?

The main purpose of the Implementation Manager position is to manage the ADP Lyric HCM Implementation team and associated activities to ensure timely and efficient delivery of implementation services to new and existing clients across multiple market segments.

What are the key responsibilities of the Implementation Manager?

Key responsibilities include managing operational activities, engaging with clients, implementing process improvements, managing talent development, conducting quality control, and facilitating smooth transitions for new clients.

What qualifications are required for this position?

A minimum of Cert IV or a Diploma in Business or Administration is required, although proven relevant experience may be considered in lieu of formal qualifications.

How many years of experience are needed in customer service or implementation?

Candidates should have 3 to 5 years of Customer Service or Implementation experience.

Is experience in change management important for this role?

Yes, significant experience in change management (both process and culture) is required for this position.

What types of skills are emphasized for this role?

Skills in building talent within teams, problem-solving, workload allocation, analysis and reporting, as well as proficiency in Microsoft applications are emphasized.

How does ADP approach diversity and inclusion?

ADP is committed to an inclusive, diverse, and equitable workplace, providing equal employment opportunities regardless of protected characteristics and focusing on merit-based hiring decisions.

Is coaching a part of the Implementation Manager's responsibilities?

Yes, the Implementation Manager is responsible for coaching team members and clients in the correct use of applications and implementation processes.

Will the Implementation Manager need to travel for this position?

The job description does not specify travel requirements; however, duties may require engaging with clients, which could involve travel depending on circumstances.

What is the reporting structure for the Implementation Manager?

The Implementation Manager reports to the Operations Director - ADP Lyric HCM.

Always designing for people.

Human Resources
Industry
10,001+
Employees

Mission & Purpose

ADP is a company that specialises in providing human resources, payroll, and workforce management solutions. With a focus on streamlining HR processes, ADP offers a range of services to help businesses manage their employees efficiently, from payroll processing to talent management. The company's ultimate goal is to empower organisations by simplifying complex administrative tasks related to human capital, allowing them to focus on strategic initiatives and business growth. ADP's purpose is to be a reliable partner for businesses, offering innovative solutions that contribute to the effectiveness and success of their human resources and workforce management functions.

Benefits

  • Medical

  • Life Insurance

  • Commuter Savings

  • Dental

  • ADP Federal Credit Union

  • Vision

  • Matched 401k

  • Home & Auto Insurance Programs

  • Employee Stock Purchase Plan

  • Holidays, Personal Days, Vacation

  • PAID Volunteer Time Off

  • Wellness Offerings