Manager, New Business Implementation

Manager, New Business Implementation

ADP is hiring a Manager, New Business Implementation. Lead and develop a team of professionals to execute against the strategy and achieve core business results as outlined by the Retirement Services Implementation leadership team.

• Drive monthly new client implementation starts to align with revenue and unit targets.
• Forecast starts and improve starts year-over-year.
• Drive N/S rate to be below set goal overall for the business each fiscal year.
• Drive retention by creating innovative solutions to support the business.
• Measure and meet client satisfaction scores to be consistent with departmental goals and ADP overall (NPS scores better than 36% and driving engagement and overall score year-over-year).
• Respond to client escalations and triage with internal partners; drive internal research, root cause analysis and corrective action plans.
• Work with internal service partners to ensure service level commitments are met; drive response rate through additional client touchpoints.
• Develop associates and provide a career progression map to progress within implementation or ADP overall.
• Communicate effectively and frequently with the team; conduct employee performance appraisals and provide regular feedback.
• Manage change effectively and set clear expectations of goals.
• Foster associates to learn, develop and adapt to constantly changing work environments; provide coaching and mentoring for associate success.
• Provide team training opportunities for focal areas; encourage associates to think for themselves and make suggestions for improvements in their own processes.
• Align resources based on skills required to support the business plan; conduct annual performance reviews on associates.
• Drive stand-out check-ins and utilize strength-based development based on profiles.
• Execute revenue and cost savings initiatives based on new products, new ideas or process improvement opportunities identified.
• Coordinate activities related to chartered projects; complete project and issue tasks as assigned.
• Provide status against assigned deliverables in accordance with defined deadlines and procedures.
• Deliver overall organization improvements by looking for business process improvements.
• Drive additional revenue opportunities; utilize monthly dashboard reporting to review progress, areas of improvement and efficiency of implementation.
• Execute each implementation timely, accurately and compliant, as outlined in the overall business team goals.
• Drive both starts in units and sales dollars annually – this drives early billing.
• Ensure compliance guidelines are being met through participant notifications; reduce blackout timing.
• Monitor overall portfolio management of the team; actively look for opportunities to reduce E‑O.
• Pursue and develop effective partnerships with internal and external teams; support sales backlog, exceptions and general client questions and escalations.
• Forecast departmental staffing requirements; onboard new associates; manage poor performing associates and pipelining sourcing – college career fairs.
• Execute on SLT footprint strategy; manage capacity and resource allocation to support the business needs.
• Drive Kenexa scores to be equivalent or better than ADP’s overall average year-over-year.
• Facilitate associate engagement events; fully support quarterly associate engagement events; engage with all core associates via site representation.
• Performs other related duties as assigned.

• Minimum of 3‑5 years of retirement services experience.
• Minimum of 3‑5 years of direct or indirect people leadership experience.

A college degree is great but not required. If you don’t have a college degree, other acceptable experiences could include military experience where skills such as teamwork, adaptability, organization and follow‑through will help you build team and client relationships, identify solutions and achieve success.

• Bachelor’s degree or higher.
• Program management or workflow management experience.
• QKA certification.

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