Celergo Streamline Organization Streamline Team Manager, Implementation Overview: ADP Employer Services is leading the payroll market in the World and provides payroll and Human Resource services to clients looking for outsourcing solutions. The CSL Organization is committed to providing World Class Service to all clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.
Role objectives: As a member of ADP's CSL Implementation Extended Leadership team, reporting directly to the Vice President of Implementation CSL, the newly established Streamline Team Manager for Implementation role is responsible for developing and executing a deliberate and focused global implementation strategy to increase and expedite the delivery of our Streamline backlog. The SL Team Manager leads a team of dedicated SL Implementation associates located across multiple locations and time zones, and has global responsibility for increasing SL Implementation delivery. The team is responsible for expediting SL Starts, collaborating with In-Country Partners, delivering positive client satisfaction, implementation methodology, associate performance measurement, and project management and measurement. This role is also responsible for instituting and maintaining consistent, continuous improvement processes, as well as compiling, evaluating and reporting on Implementation metrics. This position makes recommendations and compiles project plans to implement improvements as measured by decreased cost, reduced start times and client satisfaction.
Responsibilities:
Define, develop and deploy mechanisms to expedite the delivery of the SL Backlog - Take ownership of a global $14m SL Starts target for the remainder of FY21, and an equivalent target for FY22. - Analyse existing pipeline and backlog, identify opportunities to expedite delivery and utilize existing Implementation resources to deliver required Starts within FY21, alongside a strong Op Plan for FY22. - Make recommendations for Process changes/Enhancements for more expedient longer term SL delivery. - Contribute to quarterly forecasting preparation alongside CSL VP Implementation and CFO.Manage delivery of high quality and timely implementation of Client entities in implementation - To stand as ADP single point of escalation facing the Client for the implementation projects in the SL implementation team. - To ensure the implementation of the new client in consolidation Services systems (Reporting, Invoicing, Payroll Process Control,...). - Supporting your implementation team in fine-tuning the coordination protocol with Partners Managers in triggering, tracking progress and closing the local implementation projects and the service delivery either with ADP countries or with external Payroll providers. - To facilitate efficient global implementation of ADP Streamline across the Client organization for Global clients. - To solve potential issues that may prevent the satisfactory and timely completion of the global implementation for clients. - Ensure services are provided according to contractual commitment and Service Level Agreements. - Ensure optimal transition from Implementation Management team to Account Management team. - Organize and establish the right framework to have Implementation Coordinators acting as Single Point of Contact for the Client during the implementation. - To optimize and align Global Implementations with Project Office for support and increased productivity. - Work closely in the region with sales and network team to build the relationship and establish right framework or processes for SL implementation. - Work closely with ADP countries for business growth and revenue.Manage the client relationship in order to develop satisfaction and loyalty - Coordinate and attend client relationship meetings such as operational meetings and client workshops. - Coaching Implementation Coordinators to ensure regular client meeting, reporting activity, operational issues as well as asking level of satisfaction of Hub and Partner level. - Coach clients on managing their subsidiaries in their organizational transformation efforts during the implementation phase.Ensure management of Client Services for Implementation - Organize implementation continuity, and coordinate the implementation workload. - Act as escalation point for Implementation Coordinators, Project Office and exceptionally from Partner Managers. - Ensure team members are trained to perform implementation tasks at world class service standard. - To perform progress meetings with the implementation coordination team, and the operations Manager in order to discuss about team progress, challenges and needs. - Coach the implementation coordination team in their development and professional career.
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