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Implementation Manager - ADP Lyric HCM

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ADP

10d 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 experience, strong problem-solving skills, and proficiency in Microsoft Office.
  • You will manage implementation activities, engage with clients to resolve issues, coach team members, drive process improvements, and ensure smooth transitions for new clients.

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 activities to ensure timely and efficient delivery of implementation services to new and existing clients across multiple market segments.

Who does the Implementation Manager report to?

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

What are the key responsibilities of the Implementation Manager?

Key responsibilities include managing operational and implementation activities, engaging with clients on issues, initiating process improvement initiatives, overseeing talent management, and ensuring alignment with implementation methodologies.

What experience is required for this position?

Candidates should have 3-5 years of Customer Service/Implementation experience, 2-3 years in a Senior Implementation Consultant or equivalent position, and demonstrated experience in team talent development and change management.

What qualifications are required for the Implementation Manager role?

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

Is experience with Microsoft applications necessary?

Yes, proficiency in Microsoft applications such as Word, Excel, and Outlook is required.

What does ADP prioritize in their workplace culture?

ADP prioritizes an inclusive, diverse, and equitable workplace, and values feedback, innovation, and belonging among its employees.

Does ADP have programs for employee development?

Yes, the position includes responsibilities for talent management, including onboarding, up-skilling, development plans, and performance reviews.

How does ADP handle client escalations and critical issues?

The Implementation Manager acts as an escalation point for resolving implementation critical issues, and will escalate priority issues to Sales, Relationship Managers, and the Operations Director as necessary.

What is the approach of ADP regarding diversity and equal employment opportunities?

ADP is committed to providing equal employment opportunities regardless of any protected characteristics and bases hiring decisions on operating needs and applicant merit.

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