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Client Service Manager - Implementation


San Dimas, CA
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Job Details

Company ADP USA

Job Title: Client Service Manager - Implementation

JobID: 5000184330006

Location: San Dimas, CA, 91773, USA

Unlock Your Career Potential: Leadership at ADP. At ADP, we're passionate about leading the way in Human Capital Management. Through leading-edge innovation, we're quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you'll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day. ADP is hiring an Client Service Manager - Implementation. In this position, you'll leverage your project management and leadership expertise to assist the Vice-President of Implementation in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for employees. 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.


* Manages all daily activities for an Implementation team, ensuring appropriate support is delivered in an effective and timely manner to both clients and associates. Ensures alignment to the Implementation Breakthrough methodology thus promoting standardization and reinforcing a unified ADP framework. Leverages relationships and collaborates with various cross-functional business partners to enhance the client experience.
* Responsible for the human resource management activities including maintenance of proper staffing levels, resource optimization, dynamic load-sharing, employee relations, mentoring, talent/career development and rewards/recognition. Ensures that timely and effective training is provided to enhance the skill base of the team and overall department. Encourages, recognizes and rewards ongoing associate development. Uses coaching opportunities to further enhance the associate's performance. Prepares associates for growth opportunities.
* Works directly with large, geographically dispersed Sales Teams, department/team leaders and clients on escalated situations that require management level involvement, including issue resolution. Continually cultivates, develops and maintains positive business relationships with the Sales organization at all levels.
* Leads, inspires and ensures appropriate associate ownership and accountability in a geographically-dispersed virtual matrix-managed organization. Establishes and attains clearly defined team and individual goals and objectives. Provides performance feedback versus objectives and conducts annual performance reviews on all associates.
* In partnership with other Implementation Managers, responsible for meeting performance targets such as new business revenues, associate engagement/ retention and other metrics. Takes a proactive approach to new business management to anticipate and mitigate issues and accurately assess, communicate and address trends.
* Manages client expectations and monitors deliverables to client. Works as a business partner with client to resolve issues and achieve project goals. Acts as focal point for clients to discuss changes, handle client escalations, and manages strategic changes in business.
* Proactively contacts clients during implementation process to access their satisfaction and the team's ability to deliver comprehensive solutions. Monitors Implementation quality and productivity using established metrics. Participates in the analysis of client feedback to identify trends, strengths and opportunities. Identifies and implements changes to improve the overall client experience.
* Participates actively/leads task force teams, advisory boards, kaizens and councils.


* Minimum of 5 years of directly related experience to the responsibilities of the role
* Minimum of 5 years of direct people leadership experience
* Bachelor's degree or the equivalent in education and experience
* Must sit in the San Dimas, CA or El Paso, TX office. #LISERVICE

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