Implementation Delivery Lead - Client Success & Ops

Automatic Data Processing, Inc.; Victoria; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

ADP is seeking an Implementation Manager to lead the implementation team across multiple client segments, ensuring timely delivery and process excellence. You will manage operations, engage clients on issues, and drive improvements within ADP's implementation framework.

You will oversee talent management, conduct regular team and one-on-one meetings, review feedback scores, and coordinate with offshore teams to ensure smooth go-live transitions.

Qualifications

• 3-5 years' experience in customer service/implementation.
• Previous leadership/management experience preferred.
• Strong understanding of time and attendance, payroll or related systems.
• Demonstrated experience building talent within teams.
• Significant experience in change management (process and culture).
• Knowledge and understanding of client contracts and Service Level Agreements.
• Experience acting as escalation point internally and externally with effective problem solving.
• Experience in CIS (Customer Information System) Subject Matter Expert.

Responsibilities

• Manage and plan operational and implementation activities to maintain service levels, productivity and resourcing.
• Engage with clients to escalate and investigate/rectify issues within timeframes.
• Implement and recommend process improvements to drive performance across the operation.
• Ensure alignment to the implementation methodology and standard processes.
• Manage all aspects of talent management for associates, including onboarding, development plans and performance reviews.
• Facilitate regular team and one-on-one meetings to develop strong feedback and engagement.
• Review NPS scores and Medalia feedback; respond to clients and address detractor comments.
• Allocate and manage client/employee issues logged to the implementation team by internal and external clients.
• Monitor implementation activities to ensure work is sent to offshore teams.
• Provide an escalation point to resolve critical issues.
• Escalate Priority 1 issues to Sales/Relationship Manager/Director as necessary.
• Monitor and quality control data entry to minimise security breaches.
• Conduct allocated implementations/projects as required.
• Coach team members and clients in use of applications and procedures.
• Work with Transition Consultants, MS teams and Support to ensure go-live for new clients.
• Identify and transition clients/work to offshore team.
• Keep abreast of technology developments related to processes.

Skills

Customer service

Leadership

Payroll systems

Change management

Problem solving

Education

Certificate IV / Diploma in Business

Job description

ADP is seeking an Implementation Manager to lead the implementation team across multiple client segments, ensuring timely delivery and process excellence. You will manage operations, engage clients on issues, and drive improvements within ADP's implementation framework.

You will oversee talent management, conduct regular team and one-on-one meetings, review feedback scores, and coordinate with offshore teams to ensure smooth go-live transitions.