Global Implementation Program Manager

Global Implementation Program Manager

ADP Celergo Organization is committed to providing World Class Service to clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.

The Global Implementation Program Manager is fully responsible for the end-to-end delivery of ADP Celergo's global implementation programs. The Program Manager acts as client Account Owner throughout the Client's ADP Celergo Implementation journey, acting as single point of Associate contact for the Client's Program leadership. They will ensure all Project teams are equipped to deliver their Projects in-line with the Program rollout, scope and budget.

Role objectives

• To stand as ADP single point of contact facing the Client (HQ/Program leadership) for the implementation Program for global clients.
• To manage efficient global implementation programs of ADP Celergo alongside multiple ADP product and/or service within the scope of the program (ADP Workforce Manager, ADP Integration solutions, Payment Support Services, etc.) across the Client organization.
• Typically >=10 Countries & multiple services OR >=20 countries and max 1 additional service <= 3k ees
  • These programs can either be in mid-market or up-market segment
• Monitor and manage the Client relationship and satisfaction at headquarters level throughout implementation.
• Provide a consultative approach to solve potential issues that may prevent the satisfactory and timely completion of the global program.
• To ensure a high-quality transition from implementation to service for all products/services with the assigned client.
• Success representative (at HQ level).
• To participate into business improvement projects, support pre‑engagement meetings with client and prospect clients.
• Develop and enhance strategic business partnerships, building trust with our client's key decision‑makers to understand their business and strategic objectives, as well as documentation requirements.

Responsibilities

The Program Manager should have a good understanding of the client, their global objectives for the program to enable them to communicate this internally, setting clear program objectives for the project teams.

• Work with other teams within ADP on all products to ensure clear status updates for the overall program.
• Develop, produce and manage the Program Charter to ensure timely achievements of all ADP Celergo countries and services within the Client's contract.
• If no GPD in scope, organize and lead Steering Committee and other meetings with key stakeholders as needed to review Program status and discuss issues, risk, resolutions, possible mitigation plan and workaround as needed (these updates should include all services & products in scope).
• Report to client HQ, internal stakeholders; includes Global Program Directors if applicable and other third parties involved in the Program (e.g. System Integrators/3rd party Consultants).
• Coordinate and act as an escalation point for all involved parties during the length of the implementation.
• Lead the different Project Teams, ensuring alignment with the Program objectives and supporting the Project Teams to deliver in line with client contractual commitments.
• Act as a mentor/role model for other colleagues and coach, give feedback effectively in a timely manner to the project teams to ensure ADP standards are met.
• Keep up to date with ADP product roadmap, service offerings and proactively work with the relevant internal teams to give feedback on enhancements/improvements.
• Survey each "go live" within a month for feedback, check Client satisfaction and develop an action plan to resolve any residual issues.
• Act from time to time as a sales support agent to advise on the fit of ADP Celergo solution to client needs at the selling process stage.
• Use logic and data to improve performance and operations of the project teams.

Qualifications

• More than 6 years experience in implementing global payroll or HR projects.
• Proven experience in Program management, Project Management.
• Strong communication skills with the ability to communicate at all levels, adapting style to audience.
• Ability and enthusiasm in animating virtual meetings involving international parties.
• Ability to work on complex environments and governance.
• International culture experience and ability to work in a multinational environment.
• Must be able to understand HR/Payroll processes and high‑level concepts.
• Proficient in at least English. Additional languages are a plus.
• Expert in managing and leading a remote team of people for the purposes of achieving program outcomes.
• Ability to work in a matrix organisation, working closely with senior executives.
• Ability to build and grow strong relationships with internal partners across technology, product, implementation, service, and legal.
• Demonstrated ability to effectively communicate and be strategic with executive level managers in a program‑oriented setting where project risk is substantial and communication requirements are complex.
• Manage escalations throughout the duration of the program, with a program leader mindset, bringing the best path and obtaining leaders' decisions, if necessary.

Education

• University degree or comparable education.
• Payroll (and HR) related training is an advantage.
• Project management certifications are an advantage.

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.