Director, Strategic Initiatives
Company: ADP Brazil Labs
Posted on: February 22, 2021
Req Number: 197551
Category: Client Service
Posted Date: January 30, 2021 ADP is hiring a Director, Strategic
Initiatives. In this position you will be responsible for driving
the strategic agenda for the Talent Solutions business unit, part
of National Accounts, maximizing effectiveness and successfully
executing upon transformational goals. The Director, Strategic
Initiatives leads complex initiatives and is responsible for
defining, developing and deploying BU-wide Business Metrics and
Insight to drive Productivity, Quality and Cycle Times. Uses
operating metrics to identify trends and anticipate internal and/
or external business challenges and/ or regulatory issues,
recommends process, product or service improvements. Will assist
the VP define initiatives to improve standard work. Drives field
readiness, enablement and adoption on initiatives. Viewed as a
thought leader who uses Financial, Operational, Analytical, Process
and Program Management skills and expertise. Interactions are at
the Director, VP, DVP or GM level. Accountable for developing and
leading the implementation of complex strategic plans that drive
operational efficiency, field readiness, enablement and adoption
ultimately resulting in improved client satisfaction, increased
financial performance (including time to start, first year
retention, implementation quality, client growth and improved
productivity and revenue /NOI goals) and increased associate
engagement and productivity . Establishes and reports on key
business metrics, ensures a consistent and comprehensive education
approach across the business to associates, sales, and relationship
management. Monitors NPS trends and executes upon key client
retention strategies. Drives and implements support strategies,
resource allocation and methodologies & initiatives for Talent
Solutions, but in partnership across the entire portfolio of HR/PR,
Workforce Management, Talent, Benefits and shared product HCM/best
of breed clients, that result in a high level of quality and
efficiency. At ADP we are driven by your success. We engage your
unique talents and perspectives. We welcome your ideas on how to do
things differently and better. In your efforts to achieve, learn
and grow, we support you all the way. If success motivates you, you
belong at ADP. We strive for every interaction to be driven by our
CORE values: Insightful Expertise, Integrity is Everything, Service
Excellence, Inspiring Innovation, Each Person Counts,
Results-Driven, & Social Responsibility. RESPONSIBILITIES:
- Works with leadership to drive the identification and execution
of complex strategic initiatives and projects (i.e. multiple BUs or
- Primary liaison with Operations, Service and Implementation,
Enterprise Applications and Tools development teams, Client
Experience and Innovation team, and Learning & Performance,
regarding assigned strategic initiatives to ensure alignment and
- Responsible for the execution of identified initiatives.
- Leads the identification, development and implementation of
division-wide Implementation and Service methodology, practices and
tools strategy to drive a quality client experience including time
to start, first year retention, implementation quality, client
growth, and improved productivity and revenue/NOI goals.
- Drives medium-to-large scale implementation and service
methodology, processes and tools projects, implementation/service
models, technology deployment and other initiatives designed to
improve implementation/service associate productivity and
- Provides leadership and guidance for change management and
governance on strategic initiatives in NAS.
- Drives business wide support strategies and initiatives that
ensure that the business continues to operate at a high level of
quality and efficiency.
- Enables global shoring initiatives through technology planning
and deployment among service/implementation teams across various
- Evaluates and procures call center tools, technologies and
processes which will facilitate the achievement of client
satisfaction, productivity and retention goals.
- Communicates strategic importance of projects to gain funding
and buy-in from key constituents (field leadership, IT, Marketing,
NAS senior leadership) to ensure success of initiatives and
- Ensures consistent rollout of business processes and
initiatives in accordance with NAS standards.
- Ensures alignment with NAS strategic objectives. Evaluates
existing standards with the implementation of new processes and
initiatives in support of continuous improvement.
- Create and maintain disaster recovery and business continuity
plans for technologies in partnership with Global Product &
Technology team and NAS DRBCP coordinators.
- Represents the needs of the field implementation and service
organizations at the Corporate ADP level and is the key liaison
with NAS field, division and corporate executives regarding Service
or Implementation technology/tools related matters.
- Ensures initiatives are in alignment with Division and
Corporate projects and initiatives.
- Provides oversight of NPS metrics/trends leading to the
creation and implementation of key client retention strategies
- Identifies linkages and dependencies and detects systemic
disconnects and bottlenecks, resolves communications and interface
issues across organizational silos and develops and manages
relationships with key stakeholders.
- Ensures organizational development and readiness through
partnership with the Client Experience and Innovation Team and rest
of Field Support Services and NAS leadership (including L&P,
Service, Implementation, etc.). Acts as a change agent.
- Builds core HCM competencies (knowledge, skill and culture) in
- Performs other related duties as assigned. QUALIFICATIONS
- Over 5 Years, Up to 8 Years of Directly Related Experience
- Bachelor's Degree or its equivalent in education and experience
#LISERVICE PREFERRED QUALIFICATIONS: Preference will be given to
candidates who have the following:
- Lean, Six Sigma or similar experience strongly preferred.
- Experience in a related capacity in a high-performance service
environment that has consistently demonstrated World Class Service
comparable to ADP's mission with significant measurable
- In addition, the associate should have a working knowledge of
industry leading practices in the disciplines of Human Capital
Management. (Payroll, Human Resources, Time, Benefits, Recruiting
and Talent Management).
- Experience in matrix management environment.
- Results oriented, works to achieve the highest levels of
personal and organizational performance in order to exceed business
- Client Focus, understands the perspective of the client and
takes actions to integrate their needs
- Problem Analysis/Resolution, Gathers information necessary to
make decisions, anticipates, identifies, resolves problems in a
timely manner; knows and uses available resources We're designing a
better way to work, so you can achieve what you're working for.
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Keywords: ADP Brazil Labs, Alpharetta , Director, Strategic Initiatives, Executive , Alpharetta, Georgia
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