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Implementation Team Lead
ADP • Elk Grove Village, IL 60007 • Posted 11 days ago
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In-person • Full-time • Mid Level Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Implementation Team Lead at ADP is responsible for providing expert support and guidance to the implementation team, ensuring customer success by simplifying complex information and enhancing their skills to use ADP's products effectively. This role involves technical support, problem resolution, team management, and coaching associates to meet quality and productivity goals. The position requires a strong understanding of ADP's products and services, project management skills, and the ability to work under pressure.
Responsibilities
- Provides technical support to the team by answering questions and resolving issues.
- Works with Technical Support Specialists and/or other departments to ensure accuracy and client satisfaction.
- Assists Team Managers to maintain smooth workflow.
- Monitors productivity and performance standards.
- Participates in strategic initiatives and collaboration opportunities.
- Identifies developmental needs and recommends training.
- Coaches associates to meet quality and productivity goals.
- Serves as a resource for team members.
- Participates in screening, interviewing, and onboarding of new associates.
- Acts as a backup to the Implementation Team Manager.
- Escalates issues for manager intervention.
- Works directly with sales partners to support clients.
- Edits, modifies, and approves timecards on eTimecard.
- Facilitates Team Meetings and associate 1:1's.
- Generates daily reports of statistics for performance analysis.
Qualifications
Required
- Two to three years of experience in senior levels of Implementation Job Family.
- In-depth knowledge of the department's operation.
- Proven proficiency in mentoring associates.
- Ability to manage time and prioritize operational issues.
- Strong knowledge of SBS products and services.
- PC literacy.
- Effective communication skills.
- Ability to work under pressure of time constraints.
Preferred
- Bachelor's degree or equivalent in education and experience.
- Strong project management skills.
- Ability to multi-task.
- Strong client relationship building skills.
- Comfortable working in a performance-based and structured environment.
- High ethical standards.
- Ability to recognize procedural issues and escalate appropriately.
- Learning agility and critical thinking skills.
About ADP
ADP is a leading global provider of Human Capital Management solutions and Business Process Outsourcing services in the HR management industry. The company offers a wide range of services, including payroll processing, HR management software, talent management, time and attendance management, retirement services, and benefits administration. ADP has a strong market presence, serving over 810,000 clients in more than 140 countries and partnering with industry leaders like Microsoft, Salesforce, Oracle, and SAP.
Full Job Description
**Unlock Your Career Potential: Implementation at ADP** . Do you have a passion for out-of-the-box thinking and a commitment to making sure customers get the most for their investments? At ADP, the Implementation team is driven by our customers' success. With us, you'll combine your analytic and project management skills with your ability to simplify complex information -- helping customers develop the skills and confidence to use our products with ease. You provide the expert support that makes our integrated solutions stand out in an increasingly competitive global marketplace.
**ADP is hiring a Team Les** . In this position, you'll couple your expertise with our innovative solutions to support the implementation team, providing guidance, insight and coaching to associates, as well as identifying opportunities for improvement.
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, and Social Responsibility.**
**RESPONSIBILITIES:**
+ Provides technical support to the team by answering their questions and resolving issues, including all areas pertaining to the Center's operations. Stays abreast of system and service features, changes and enhancements.
+ Works with the Technical Support Specialists and/or other internal departments to ensure accuracy and total client satisfaction. Assist associates in researching complex issues and assist with resolution and communication. Works directly with clients to handle escalated issues.
+ Assists Team Managers to ensure a smooth workflow is maintained.
+ Monitors various productivity and performance standards and ensures that established levels are achieved, especially during peak activity periods.
+ Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
+ Identifies developmental needs and makes recommendations regarding the team's training requirements. Works with Leadership to coordinate and even create training as needed to enhance productivity and performance levels.
+ Coaches associates to meet quality and productivity goals, using the quality monitoring system as appropriate. Provide direct feedback to associates on areas of opportunity to enhance client service. Tracks errors and provides immediate feedback to help determine potential problems. Provides input into the performance appraisal process.
+ Serve as a resource for team members, based on a strong working knowledge of team's responsibilities, goals and associates individual development plans and training needs.
+ Participates in screening, interviewing and onboarding of new associates.
+ Act as a backup to the Implementation Team Manager
+ Escalates issues which may require intervention by the Implementation Team Manager. May make operational decisions in the managers absence. Work directly with sales parterns to provide solutions and support clients.
+ Edit, modify, and approve timecards on eTimecard for associates.
+ Facilitate Team Meetings and associate 1:1's.
+ Generates a daily report of statistics to review daily performance (calls per hour, personal time, etc.). Analyze statistics and prepare reports.
+ Performs duties of an Implementation Specialist, especially during peak volume periods.
**QUALIFICATIONS REQUIRED:**
+ Two to three years of experience at senior levels of Implementation Job Family with in-depth knowledge of the daily operation of the department and a proven proficiency in mentoring associates
+ Demonstrated ability to manage time and prioritize operational issues.
+ Must have the ability to effectively communicate to both clients and internal staff and work under pressure of time constraints.
+ Strong knowledge of SBS products and services required. Must be very detail oriented and PC literate.
**PREFERRED QUALIFICATIONS:** Preference will be given to candidates who have the following:
+ Bachelor's degree or equivalent in education and experience
+ Strong project management skills and the ability to multi-task
+ Ability to work as part of a team to accomplish tasks
+ Strong client relationship building skills
+ Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
+ Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
+ Ability to demonstrate learning agility and critical thinking skills
**PREFERRED QUALIFICATIONS:** Preference will be given to candidates who have the following:
+ Bachelor's degree or equivalent in education and experience
+ Strong project management skills and the ability to multi-task
+ Ability to work as part of a team to accomplish tasks
+ Strong client relationship building skills
+ Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
+ Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
+ Ability to demonstrate learning agility and critical thinking skills
**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:** ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
**Ethics at ADP:** ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.
**ADP is hiring a Team Les** . In this position, you'll couple your expertise with our innovative solutions to support the implementation team, providing guidance, insight and coaching to associates, as well as identifying opportunities for improvement.
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, and Social Responsibility.**
**RESPONSIBILITIES:**
+ Provides technical support to the team by answering their questions and resolving issues, including all areas pertaining to the Center's operations. Stays abreast of system and service features, changes and enhancements.
+ Works with the Technical Support Specialists and/or other internal departments to ensure accuracy and total client satisfaction. Assist associates in researching complex issues and assist with resolution and communication. Works directly with clients to handle escalated issues.
+ Assists Team Managers to ensure a smooth workflow is maintained.
+ Monitors various productivity and performance standards and ensures that established levels are achieved, especially during peak activity periods.
+ Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
+ Identifies developmental needs and makes recommendations regarding the team's training requirements. Works with Leadership to coordinate and even create training as needed to enhance productivity and performance levels.
+ Coaches associates to meet quality and productivity goals, using the quality monitoring system as appropriate. Provide direct feedback to associates on areas of opportunity to enhance client service. Tracks errors and provides immediate feedback to help determine potential problems. Provides input into the performance appraisal process.
+ Serve as a resource for team members, based on a strong working knowledge of team's responsibilities, goals and associates individual development plans and training needs.
+ Participates in screening, interviewing and onboarding of new associates.
+ Act as a backup to the Implementation Team Manager
+ Escalates issues which may require intervention by the Implementation Team Manager. May make operational decisions in the managers absence. Work directly with sales parterns to provide solutions and support clients.
+ Edit, modify, and approve timecards on eTimecard for associates.
+ Facilitate Team Meetings and associate 1:1's.
+ Generates a daily report of statistics to review daily performance (calls per hour, personal time, etc.). Analyze statistics and prepare reports.
+ Performs duties of an Implementation Specialist, especially during peak volume periods.
**QUALIFICATIONS REQUIRED:**
+ Two to three years of experience at senior levels of Implementation Job Family with in-depth knowledge of the daily operation of the department and a proven proficiency in mentoring associates
+ Demonstrated ability to manage time and prioritize operational issues.
+ Must have the ability to effectively communicate to both clients and internal staff and work under pressure of time constraints.
+ Strong knowledge of SBS products and services required. Must be very detail oriented and PC literate.
**PREFERRED QUALIFICATIONS:** Preference will be given to candidates who have the following:
+ Bachelor's degree or equivalent in education and experience
+ Strong project management skills and the ability to multi-task
+ Ability to work as part of a team to accomplish tasks
+ Strong client relationship building skills
+ Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
+ Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
+ Ability to demonstrate learning agility and critical thinking skills
**PREFERRED QUALIFICATIONS:** Preference will be given to candidates who have the following:
+ Bachelor's degree or equivalent in education and experience
+ Strong project management skills and the ability to multi-task
+ Ability to work as part of a team to accomplish tasks
+ Strong client relationship building skills
+ Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
+ Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
+ Ability to demonstrate learning agility and critical thinking skills
**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:** ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
**Ethics at ADP:** ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.
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