Director Implementation - Remote Mainland - Mercans

Description

The Director of Implementation Department is a strategic leadership role responsible for overseeing global payroll implementation projects within a fast-growing payroll outsourcing and SaaS company.

This position acts as the single focal point for all implementation management-related activities for both clients and internal teams, ensuring seamless execution of payroll and SaaS deployment across multiple geographies.

This role requires the development of a world-class implementation organization, focusing on the right team structure, project management methodologies, country-specific payroll expertise, and optimal utilization of product and implementation tools.

The role is accountable for achieving on-time, high-quality project deliveries while ensuring process excellence and operational efficiency.

The ideal candidate will provide strategic direction, governance, and leadership to implementation teams, while effectively managing client relationships, risk mitigation, and overall project P&L (Profit & Loss) performance.

Success in this role will be defined by effective implementation execution, stakeholder satisfaction, and continuous improvement in payroll implementation efficiency.

Responsibilities

Strategic & Leadership Responsibilities:
Develop and lead a highly effective and efficient global payroll implementation organization, ensuring alignment with business objectives.
Define and implement a Program Management Office (PMO) for structured governance, risk management, and quality assurance across projects.
Establish global payroll implementation best practices, incorporating automation and technological advancements in payroll SaaS deployment.
Design and execute an implementation framework that ensures compliance with country-specific payroll regulations, tax laws, and labor laws.
Lead resource planning, recruitment, and management of implementation consultants, project managers, and country-specific payroll specialists.
Develop an effective governance model for internal teams and strategic clients to drive project success.
Conduct regular health checks on implementations and report insights to the executive board.

Project & Implementation Management:
Oversee and manage global payroll implementation projects, ensuring on-time, on-budget, and high-quality delivery.
Implement a structured project management methodology, leveraging Agile, Waterfall, or hybrid models where appropriate.
Drive process optimization and standardization across implementation teams to reduce country-specific rollout timelines.
Lead weekly implementation health checks and monthly project reviews to assess performance, risks, and corrective actions.
Establish clear KPIs and SMART goals for project teams, ensuring adherence to project timelines, deliverables, and quality benchmarks.
Develop scalability strategies to efficiently onboard multiple clients across different geographies.

Client Engagement & Stakeholder Management:
Serve as the primary point of contact for clients' executive management during the implementation phase.

Work closely with key client stakeholders, including HR, Finance, and IT teams, to ensure seamless integration and configuration of payroll solutions.

Build and maintain strong relationships with strategic global clients to drive trust and long-term partnerships.
Provide escalation management and proactively address risks or challenges impacting project execution.
Ensure clear documentation, training, and knowledge transfer to client teams post-implementation.

Operational Excellence & Continuous Improvement:
Analyze current implementation processes and develop strategies for continuous improvement and efficiency.
Leverage automation and payroll SaaS technologies to enhance speed, accuracy, and compliance of global payroll implementations.
Monitor factory utilization for project deliverables, ensuring optimal resource allocation and cost efficiency.
Develop best-in-class implementation artifacts, including project plans, checklists, documentation templates, and compliance guidelines.
Drive change management initiatives within the implementation teams to ensure agility in response to evolving business needs.
Track and improve implementation profit margins, ensuring financial sustainability and cost-effectiveness.

Process Automation & Product Enhancement:
Identify and implement automation opportunities within payroll implementation processes to enhance efficiency and reduce manual effort.
Work closely with the Product & Technology teams to enhance payroll SaaS solutions, ensuring smooth integrations and configuration scalability.
Develop automation roadmaps for implementation processes, focusing on reducing errors and improving turnaround times.
Ensure implementation teams leverage AI and data analytics to enhance payroll accuracy, compliance tracking, and reporting.
Provide feedback and recommendations for product enhancements based on client needs and implementation insights.

Business Development Support:
Collaborate with Sales and Business Development teams to support pre-sales activities, including RFPs, client demos, and solution presentations.
Provide technical and implementation expertise during client negotiations to ensure smooth transition from sales to execution.
Develop case studies and client success stories to showcase successful implementations, aiding business growth efforts.
Support cross-functional teams in identifying new market opportunities and expansion strategies for payroll SaaS solutions.

Customer and Channel Partner Success Management:
Develop and execute a customer success strategy to enhance client satisfaction and retention post-implementation.
Establish best practices for onboarding, training, and ongoing support for customers and channel partners.
Work closely with channel partners to ensure alignment on project expectations, milestones, and issue resolution.
Monitor customer feedback and success metrics, proactively addressing concerns to drive continuous improvement.
Conduct regular business reviews with clients and partners to assess engagement levels, satisfaction, and opportunities for enhancement.
Drive initiatives that increase client lifetime value, ensuring a smooth transition from implementation to long-term success.
Qualification & Requirements
More than 10 years of experience managing and leading global payroll implementation projects
8 or more years of experience in an upper-management role, preferably in program management
Exceptional skills in leadership, time management, facilitation, and organization
Hands-on management experience
Excellent verbal and written communication skills
Proven knowledge of project management processes and best practices
Prior experience managing remote teams and leading projects with challenging requirements and timelines
Highly motivated and energetic
Able to adapt to changing priorities
Able to work extended hours, when required
High level of stress tolerance
Project management certification (PMI/CAPM or PMP, PRINCE2)