Job reference #6170_8556861

Implementation Director — GESi Australia

To ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple product lines and market segments.

Key Responsibilities

• Collaborate with the Senior Leadership Team to develop and deliver the overall ANZ business strategy
• Responsible for the development and rollout of the implementation strategy in line with corporate guidelines and ensuring strong overall customer satisfaction through best practice methodology and clear business direction.
• Financial management, managing budgetary issues including profit and loss planning, maximising implementation revenue and driving optimum performance against overall targets.
• Participation in commercial discussions regarding delivery of cost effective solutions answering both business and client requirements. 
• Responsible for the development and integration into company policy of systems and processes in order to meet quality of implementation delivery standards Responsible for the development, implementation and review of key metrics framework. To include performance standards and expected client satisfaction levels and pursuit of continuous improvement within the working environment.
• Ensure development and delivery of appropriate implementation and client support activities in support of customers from both near shore and offshore activities
• Ensure consistent delivery around key performance indicators, including regular reviews and communication of corrective action plans. 
• Monitor/review the implementation model with reference to service delivery and relationship models and modify approach to meet evolving business needs.
• Identify opportunities for better utilisation of technology and business process improvement to deliver upon the required business results and ensure successful implementation of appropriate solutions.
• Ensure associates’ receive the coaching, training, performance management, compensation, motivation, development to achieve business objectives. 
• Drive significant improvements in client experience at all touch-points, with the objective of increasing referrals, significantly reducing losses and enhancing satisfaction, as measured through Net Promoter System (NPS).
• Take ownership of GESi’s NPS program and identify opportunities for improvement focusing on analysis, automation and reporting.
• Liaise with the global ADP Implementation team to ensure alignment between GES initiatives and strategy. Execute the GES NPS strategy through cross functional teams, with a focus on analysis, automation and reporting. 
• Further develop and lead the Professional Services Group (PSG) function, as a successful consultation business with quality product/service offerings to ADP clients.
• Review and enhance the PSG operating model and ensure the correct resourcing mix and level, to satisfy client requirements.
• Identify and capitalise on new revenue opportunities for PSG
• Further develop and lead the Project Manager group to ensure timely go-lives
• Further develop and lead the Resource and Transition consultants to ensure the smooth handover from Implementation to Service facilitating effective client transition

Business Leadership

• Strategy and Planning: Answers the question “Where are we going?”
• Results Accountability: Focuses on ensuring we attain objectives
• Financial Management: Applies understanding of ADP financial levers to achieve business results

People Leadership

• Impactful Communication: Flexes Communication methods to engage with people
• Building Talent: Deliberately builds capability for short and long term
• Relationship Building: Develops internal and external relationships required for success

• Client Focus: Explicitly factors client perspective into decision making
• Outside — In Perspective: Understands and acts upon trends in the external market
• Bias for Growth: Takes bold action to strengthen business results

Experience

• Experience working within a matrix organisation for a US owned organisation preferred.
• Minimum 7 years executive-level managerial experience in a complex operational/ implementation/ service delivery environment. Knowledge of a payroll/HR service would be an advantage. 
• In-depth knowledge of managing complex organisational structures including structure definition, planning, quality, and management of multi-faceted project lifecycles.
• Able to demonstrate strong awareness of general business skills including both people management and commercial/contractual interventions.
• Able to anticipate, identify and analyse problems and opportunities, establish priorities and efficiently allocate and utilise resources.
• Able to delegate and co-ordinate workloads at strategic/operational level in order to achieve overall objectives within time limits and agreed budgets.
• Must be able to demonstrate ability to review and measure progress against specific criteria and take necessary corrective action. 
• Demonstrated experience in flexibility to adapt and respond to the needs of continuously shifting goals.
• Able to communicate effectively at all levels, including board level, and demonstrate personal integrity and professional authority in all dealings with colleagues and clients.
• Will have proven track record of successful implementation delivery management at senior level including financial management and P+L responsibility.
• Business degree or related tertiary qualifications with a preference for an MBA or equivalent. 
• Proven relevant experience may be taken in lieu of formal qualification.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.