Sr Director Implementation, Small Business Services (retirement Services)

Senior Director, Implementation (Retirement Services)

ADP is hiring a Senior Director, Implementation (Retirement Services) within our Small Business Services organization.

Are you an experienced Leader that can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs? Do you have a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands? Can you develop new and innovative ways to increase revenue and long-term retention opportunities?

In this role as Sr. Director, you will primarily be responsible for ensuring the effective leadership and management of the Implementation processes and functions for new and existing clients within the Retirement Services (RS) Small Market Implementation team. You will lead over ~50 team members in total including 4-5 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Implementation Organization.

Ready to Make Your Mark? Apply now!

What You'll Do: Responsibilities

In alignment with the VP of Implementation, you will set team goals and provide guidance to the Implementation Management Team to successfully achieve these goals. You will be responsible for supporting the Small Market RS Implementation organization working with the Sales, Operations and Service teams to ensure that Starts, No Starts and NPS goals are met. You will create strong partnerships with New Business Setup and Service organizations as stakeholders in our work on behalf of shared clients. You'll drive compliance to process and support process optimization in collaboration with the field along with continually measuring and communicating team performance against established goals providing guidance and course corrections, if necessary, with the goal of driving continuous improvement in delivering services to the client.

Client Relations

• Impact on Client Onboarding Experience and First Year Retention.
• Partner with Senior Leadership to continually assess, manage and improve the process of transitioning clients to service in a manner that creates client promoters and drives the increase of first-year client retention.
• Proactively manage risk by ensuring leaders are engaged in their assigned backlog, working directly with clients, associates, sales, and service partners, as appropriate, to drive successful client on-board and first year retention.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

Channel Management

• Responsible for leading the overall strategic direction, collaboration, and communication between the Implementation organization and key channel partners.
• Proactively engage with clients, associates, and internal partner organizations to gather, review, distribute and act upon critical information and feedback to improve the overall client and associate experience.
• Maintains a strategic understanding of key business partner organizations, processes, and related critical priorities all in an effort that the total client experience is considered in all decision making.
• Working with the senior leadership team of various teams to improve client satisfaction.

Strategic Initiatives

• Identify and execute continuous improvement opportunities targeted at improving client experience, increasing productivity, and accelerating revenue.
• Lead across functions with Finance, Service, Implementation, Imp Ops and Sales to identify opportunities and implement change throughout the organization.
• Connect leaders to priorities to successfully lead and implement change.
• Monitor all program-managed initiatives to ensure processes are followed and goals are achieved, including the completion of milestones on time and within budget.

To Succeed In This Role: Requirements

• This position can sit in either the Louisville, KY or Florham Park, NJ locations. We support a hybrid working arrangement; 3 days in the office and 2 days at home.
• 12+ years' experience in leadership and management plus at least 5 years of management experience including planning, budgeting, and associate development
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Proven ability and experience to develop and execute strategic business strategies
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• Excellent communication and presentation skills with the ability to manage within a matrixed environment
• Collaborative team player who can adapt to a fast-paced dynamic environment
• Demonstrated ability to collaborate across organizations and cross-functional teams to drive successful outcomes
• Demonstrated skills in content development, workshop development and facilitation, program/project management, problem solving, and attention to detail
• Strong strategic and critical thinking skills
• Self-starter with the ability to multi-task and launch and manage programs with minimal supervision
• Ability to influence and drive consensus across diverse teams.

A college degree is preferred but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.