Implementation Program Lead for Seamless Go-Lives

ADP; Cremorne; On-site; AUD 120,000 - 150,000; Full time

Job summary

ADP in Cremorne, TAS is seeking an Implementation Manager to lead ADP’s Implementation team across client projects. You will plan, coordinate and optimize delivery, manage client escalations, and drive process improvements while ensuring adherence to our implementation methodology.

Your role includes talent development, performance reviews and facilitating go-live transitions with cross-functional teams. The ideal candidate has 3–5 years of customer service/implementation experience, strong

Qualifications

• 3–5 years’ Customer Service / Implementation experience.
• Leadership/management experience preferred.
• Strong knowledge of time and attendance, payroll, or related systems.
• Proven ability to build talent within teams.
• Experience in change management (process and culture).
• Understanding of client contracts and SLAs.
• Experience as escalation point internally and externally.
• Experience as CIS Subject Matter Expert.
• Experience creating or implementing processes and policies.
• Monthly reporting, analysis and team activity planning.
• Workload allocation and scheduling development.
• Proficiency in Word, Excel and Outlook.

Responsibilities

• Manage and plan operational and implementation activities to maintain service levels.
• Engage with clients on escalation and issue resolution within timeframes.
• Suggest process improvements to boost performance across operations.
• Ensure alignment to the implementation methodology and standard processes.
• Oversee talent management, onboarding, development plans and performance reviews.
• Lead regular team and one-on-one meetings to maintain engagement and feedback.
• Review NPS and Medalia feedback, address detractors and create action plans.
• Coordinate offshore delivery and monitor data security controls.
• Support go-live transitions with Transition Consultants and support teams.

Skills

Customer service

Leadership

Time management

Payroll systems

Talent development

Change management

Process improvement

Coaching

Escalation handling

CIS SME

Microsoft Word

Microsoft Excel

Microsoft Outlook

Education

Cert IV / Diploma in Business Administration

Job description

ADP in Cremorne, TAS is seeking an Implementation Manager to lead ADP’s Implementation team across client projects. You will plan, coordinate and optimize delivery, manage client escalations, and drive process improvements while ensuring adherence to our implementation methodology.

Your role includes talent development, performance reviews and facilitating go-live transitions with cross-functional teams. The ideal candidate has 3–5 years of customer service/implementation experience, strong