Systems Integrations Implementation Manager

ADP is hiring a Systems Integrations Implementation Manager

POSITION SUMMARY

The Systems Integrations Implementation Manager is responsible for overseeing the day-to-day operational activities of a team of specialists and is responsible for providing coaching, mentoring and team leadership in ensuring 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 Implementation Manager 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 Systems Integration Implementation Manager 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”.

• Coach team members e.g. problem resolution strategies, client handling strategies, project management with respect to balancing multiple implementations simultaneously)
• Determine how to assist team members to fill their skill set gap by participation 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
• Conduct benchmarking exercises to measure the team's efficiency and effectiveness and determine appropriate changes as required
• 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 work-flows to determine what actions should be taken
• Develop internal relationships with critical areas such as Sales, Service etc and leverage on 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
• Participate in budget development and manage costs to those budgets
• Represent Implementation on inter-departmental project groups

COMPETENCIES

Education:

• Post-Secondary Degree/Diploma in Computer Science/Information Technology

Knowledge, Experience, and Skills:

Required:

• 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 five plus years 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 Systems Integration, ERP and HRIS solutions.
• Knowledge of WFN including WFN screens, WFN Demographic scenarios and WFN imports
• Knowledge of WFN Data bridge & Sandbox
• Knowledge of WFN APIs
• 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 coordinate 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 defined scope, on schedule and has met or exceeded client's expectations, without sacrificing quality.
• Kept up to date with industry leading systems integration practices

Preferred:

• Professional certification preferred, i.e., Project Management, Coding and other technology certifications
• Through knowledge of Implementation and integration processes and practices
• Familiarity with standard ERP / HRIS applications, API, and other data integration technologies

Attributes:

• Excellent team building skills with both external and internal clients
• Excellent written and verbal communication skills
• Excellent presentations skills
• Client Relationship Management skills

A little about ADP: We are a comprehensive global provider of cloud-based human capital management HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.