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Position Title: Director ANZ Operational Transformation
Reporting Line: General Manager, ANZ and Japan
Position Purpose:
Responsible for leading ADP ANZ’s operational transformation agenda, redefining how the business delivers value while protecting the trust, loyalty, and long-term relationships of its existing client base. The role will define and drive a future-ready delivery model for the ANZ market that enhances client retention, responds to evolving customer and market expectations, and accelerates the adoption of Lyric, GenAI and other AI and automation capabilities to enhance scalability, service excellence, and customer experience.
This role will play a critical part in guiding ADP ANZ through the transition from legacy products to next-generation solutions, ensuring service quality, client confidence, and brand equity remain strong throughout the journey. In parallel, the role will apply leading practices in GenAI, automation, and transformation to strengthen organisational capability, accelerate innovation, and unlock new ways of delivering value.
Key Responsibilities:
- Lead ADP ANZ’s operational transformation agenda, shaping how the business evolves its delivery model to stay relevant, competitive, and trusted in market
- Strategically steer and shape enterprise thinking, aligning senior stakeholders, and driving the operational decisions required to evolve ADP ANZ's delivery model and position the business for its phase of growth, innovation, and client success
- Transform the ANZ service delivery model to meet evolving client needs, improve client outcomes, and strengthen long-term commercial resilience.
- Protect and enhance the experience of ADP’s existing clients, driving retention of legacy revenue while ensuring continued value and satisfaction as market product offerings evolve.
- Guide the transition from established legacy products to Lyric and other emerging solutions, ensuring a seamless customer experience while maintaining service excellence, client trust, and brand reputation.
- Bring external experience in GenAI, automation, and transformation to lift internal capability and drive new thinking on service delivery, operations efficiency and market value
- Drive cross-functional alignment across sales, service, operations, delivery, product, and partner teams to ensure transformation decisions are connected and executable across the business
- Translate emerging technology and transformation trends into practical strategic direction for ADP ANZ, strengthening market differentiation and positioning the business as a forward-thinking industry leader
- Influence leadership decisions on where to invest, adapt, simplify, or redesign operating approaches, ensuring the business is positioned to navigate the next phase with clarity and confidence
Experience:
- Significant leadership experience in operational transformation, business transformation, or service model redesign within a complex B2B or technology-enabled environment, driving measurable Improvements in business performance, customer outcomes, and operational efficiency.
- Proven strategic capability, with the ability to connect market shifts, client needs, emerging technology trends, and commercial priorities into a clear and actionable transformation agenda that delivers sustainable business value.
- Demonstrated experience leading transformational initiatives leveraging GenAI, automation, digital workflow, or emerging technology-enabled operating models
- Proven experience leading transformation while maintaining service quality, client trust, and revenue performance across an established client base
- Proven understanding of how delivery models, client experience, operational performance, and market positioning interact, with the ability to translate these insights into strategic decisions that drive customer value, operational excellence, and commercial success.
- Ability to work across multiple functions and influence senior stakeholders to align around a shared direction, even where priorities or incentives differ
- Proven commercial acumen, with the judgment to balance growth opportunities, client outcomes, operational risk, and brand reputation in complex decision-making environments.
- Ability to translate broad technology and transformation trends into practical choices that are relevant for the ANZ market
- Strong communication and influencing capability, with the credibility to challenge thinking, shape decisions, and bring the business along through change
- Proven experience leading transformation in environments where mature products, legacy revenue streams, and emerging platform or solution investments must coexist
Certifications / Qualifications:
Bachelor's degree in Business, Commerce, Management, Engineering, Technology, Economics, or a related discipline.
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
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. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
