Implementation Manager

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WIN Waste Innovations is hiring an Implementation Manager to lead the Implementation team onsite in Cremorne, reporting to the Implementation Director, and to ensure the timely delivery of services across multiple market segments. The role focuses on planning operations, resolving client issues within agreed timeframes, driving process improvements, and upholding standard methodologies and SLAs while managing the talent lifecycle from onboarding through development. You’ll run regular team check-ins, respond to NPS and Medalia feedback with action plans, coordinate with offshore teams, and provide escalation support for critical issues including go-live transitions with Transition Consultants. To apply, tailor your resume to highlight 3-5 years of implementation with leadership, payroll or time and attendance knowledge, change management, CIS expertise, policy creation and monthly reporting; demonstrate measurable results, experience coordinating offshore work, and a willingness to be onsite.

Position Title:  Implementation Manager

Reporting Line:  Implementation Director

Position Purpose:

Management of ADP’s Implementation team and associated activities to ensure timely and efficient delivery of all aspects of ADP’s implementation services to all new and/or existing clients across multiple market segments.

Key Responsibilities:

• Manage and plan operational and implementation activities to maintain appropriate levels of service, productivity and resourcing
• Engage and meet with clients in relation to the escalation and investigation/rectification of issues within timeframes
• Implement and recommend process improvement initiatives to drive performance improvements across the operation
• Ensure alignment to the implementation methodology and standard processes
• Manage all aspects of talent management for the associates in the team including on-boarding, up-skilling, development plans, performance reviews, career development, feedback and succession management.
• Facilitate regular team and one-on-one meetings with associates to develop strong feedback and communication channels, to maintain strong associate engagement
• Review NPS scores and Medalia feedback: respond to all clients, close loop detractors within allocated time period and create action plans to address detractor comments.
• Allocate and manage all client/employee issues logged to the implementation team by internal and external clients
• Monitor implementation activities to ensure all applicable work is sent to offshore teams.
• Provide an escalation point to resolve implementation critical issues.
• Escalate client priority 1 issues to, Sales, Relationship Manager and/or Director Implementation as necessary
• Monitor and quality control data entry to minimise security breaches.
• Conduct allocated implementations/projects as required (allocated during peak periods, for capacity reasons, and/or escalation requirements)
• Coach team members and clients in the correct use of applications, implementation standard processes and procedures.
• Work with Transition Consultants, MS teams, Relationship Managers and Support teams to ensure smooth transition to ‘go-live’ for all new clients
• Work with Implementation Director and Implementation team to identify & transition clients/work that can be re-allocated to our offshore team
• Keep abreast of technology developments as they relate to the implementation team processes.

Experience:

• 3 – 5 years’ Customer Service / Implementation experience
• Previous leadership / management experience is preferred
• Strong understanding and experience in time and attendance, payroll and/or other related systems.
• Demonstrated experience in building talent within teams
• Significant experience in change management (process and culture)
• Knowledge and understanding of the client contracts and Service Level Agreements
• Demonstrable experience acting as the escalation point both internally and externally, utilising effective problem solving skills
• Experience in Customer Information System (CIS) Subject Matter Expert
• Experience in creating /implementing processes and policy
• Sound experience with monthly reporting, analysis and team activity planning
• Solid experience in workload allocation and development of schedules
• Proficiency in Microsoft applications such as Word, Excel and Outlook
• Process improvement and change management techniques
• Experience with various coaching models, as leadership & communication/feedback mechanisms.