Sr Director Implementation, Small Business Services (Retirement Services)

Senior Director, Implementation (Retirement Services)

ADP is hiring a Senior Director, Implementation (Retirement Services) within our Small Business Services organization.

Are you an experienced Leader that can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs? Do you have a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands? Can you develop new and innovative ways to increase revenue and long-term retention opportunities?

In this role as Sr. Director, you will primarily be responsible for ensuring the effective leadership and management of the Implementation processes and functions for new and existing clients within the Retirement Services (RS) Small Market Implementation team. You will lead over ~50 team members in total including 4-5 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Implementation Organization.

Ready to Make Your Mark? Apply now!

What You'll Do : Responsibilities

In alignment with the VP of Implementation, you will set team goals and provide guidance to the Implementation Management Team to successfully achieve these goals. You will be responsible for supporting the Small Market RS Implementation organization working with the Sales, Operations and Service teams to ensure that Starts, No Starts and NPS goals are met. You will create strong partnerships with New Business Setup and Service organizations as stakeholders in our work on behalf of shared clients. You'll drive compliance to process and support process optimization in collaboration with the field along with continually measuring and communicating team performance against established goals providing guidance and course corrections, if necessary, with the goal of driving continuous improvement in delivering services to the client.

Client Relations

• Impact on Client Onboarding Experience and First Year Retention.
• Partner with Senior Leadership to continually assess, manage and improve the process of transitioning clients to service in a manner that creates client promoters and drives the increase of first-year client retention.
• Proactively manage risk by ensuring leaders are engaged in their assigned backlog, working directly with clients, associates, sales, and service partners, as appropriate, to drive successful client on-board and first year retention.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

Channel Management

Strategic Initiatives

To Succeed In This Role : Requirements

A college degree is preferred but not required. What's more important is having the skills to do the job. Other acceptable experiences could include :