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Director, Strategic Initiatives

Company: ADP Brazil Labs
Location: Alpharetta
Posted on: February 22, 2021

Job Description:

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 multiple functions).
  • 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 high-quality deployment.
  • 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 engagement.
  • 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 global locations.
  • 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 investments.
  • 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 the organization.
  • Performs other related duties as assigned. QUALIFICATIONS REQUIRED:
    • 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 results.
      • 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 goals.
      • 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. Consistently named one of the 'Most Admired Companies' by FORTUNE-- Magazine, and recognized by DiversityInc-- as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity. 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, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Isn't this what life is all about? Finding something meaningful that you love doing in a place you enjoy doing it? ADP can give you that opportunity. Here's what our people are saying--- "It's cool to come here and not just sit here and say, 'I'm going to answer phone calls.' I'm actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I've made a lot of personal connections." To view a video in a different language, press play and click on the gear to select your language from the menu. Equal Employment Opportunity
        At ADP, we believe that our diversity fuels innovation and benefits our associates, clients, and communities. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, or protected veteran status and will not be discriminated against on the basis of disability.

Keywords: ADP Brazil Labs, Alpharetta , Director, Strategic Initiatives, Executive , Alpharetta, Georgia

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