ADP is hiring a Senior Director - Client Services within our Major Accounts Services organization.
In this position as the Senior Director, Client Services, you will support and assist in the formulation of the overall strategy for servicing and supporting their assigned market segment within a Service Center Region. You will be responsible for the direct management and support of several service teams within a defined market segment. You will also ensure performance results across a variety of metrics and measures, including NPS, client retention, productivity and associate engagement.
In this role, you will drive associate development and performance through the direct management of the service teams and service managers. Engage in the direct support, guidance, and development of assigned direct reports. Leverage the available analytics, client feedback and associate input to create a superior experience for clients and associates. Use experience, as well as anecdotal and empirical data, to recommend initiatives to improve service experience. Continuously reviews the quality and productivity results by individual, team and market segment. Reviews performance on a daily basis, coaching where improvement is needed and providing recognition as appropriate.
The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams.
As the Senior Director, you will report directly to the VP of Service & Implementation and coordinate efforts with peers supporting adjacent market segments. You will manage a team of 5-6 people leaders with a span of control around ~ 50 to 60 associates across the Central Region.
Ready to #MakeYourMark? Apply now!
WHAT YOU’LL DO: Responsibilities
- Supports, directs and implements the overall strategy for servicing and supporting their assigned market segment.
- Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries.
- Partner with VP to create, define and communicate goals, establish and manage budgets, formulate incentive initiatives and implement new procedures.
- Ultimately responsible for client experience, NPS, client retention within their assigned market segment.
- Leads and inspires a highly virtual and matrix-managed organization including developing, implementing and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
- Partners with other Service VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance and associate development.
- Ensure client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual client service teams.
- Collaborate with members of their Senior Teams on all strategy regarding client support requirements.
- Partners with managers, technical support and associates on escalated client situations as required.
- Works closely with the Relationship Management and Finance Executives on strategic initiatives related to client retention.
- Helps to identify clients at risk and provides resources to assist the center's retention team. Partners with Sales, Implementation, Financial Services and related Service Centers to ensure effective touch points are maintained to provide excellence in all areas of service delivery.
- Closely aligns with Corporate business partners and other Service Centers regarding service challenges, production quality and solutions.
- Ultimately responsible for client experience, NPS, client retention within their assigned market segment.
- Proactively manages staff hiring and development to move within the organization.
- Prepares associates for growth opportunities and acts as a mentor.
- Provides guidance, coaching and assistance as needed to ensure their development and professional growth.
- Reviews and evaluates data from key business metrics - action plans to improve quality, client retention and associate engagement based on data.
- Financial knowledge of the service organization within the market segment they have responsibility for including budget preparation and analysis, expense reports, and administration/monitoring of accounting processing including forecasting.
- Broad scope decision making based on understanding of ADP and regions income summary
- Performs other related duties as assigned
TO SUCCEED IN THIS ROLE: Requirements
- This is a hybrid role (3 days in the office). Candidates will sit in either our Schaumburg, IL or Norfolk VA office with a proven track record of managing teams in both a virtual and in-office setting.
- 12+ years in a service or implementation environment with hands on experience in management of service and operational teams
- Within the years of experience, must possess at least 5+ years of successful and progressive managerial experience (Leader of Leaders)
- Strong ability to hire, assess and develop talent
- Must possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive culture
- Must have a demonstrated ability in the following areas:
- Setting and meeting aggressive goals for operational effectiveness
- Identify and develop talent across an organization
- Must possess an “executive” presence and skills to build strong, working relationships from front-line associates to senior executives as well as clients
- Excellent time management, communications, decision making, presentation, leadership and organization skills
- Acts as the executive escalation point for sales and client related implementation issues.
- Skilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused results
- Excellent written and oral communication skills
- Ability to manage clients and associates virtually in an effective way
- Ability to travel quarterly to other ADP offices ~20%
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
- Experience noted above, OR
- Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success
BONUS POINTS FOR THESE: Preferred Qualifications
- MBA or Advanced degree preferred
- Business acumen
- Understands the Major Accounts' operations, ADP product capabilities
- Knowledge of the HCM industry and competition
- Prior service center management is preferred
- Experience in a matrix organization
- Business acumen and financial knowledge
- Leverages data to make strategic business decisions
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
- Be yourself in a culture that values equity, inclusion, and belonging and create a safe space for diverse perspectives and insights.
- Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
- Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
- Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
- Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
- Balance work and life. Resources and flexibility to more easily integrate your work and your life.
- Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
- Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
- Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
#LI-EXEC
#LI-HYBRID
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Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $131,700.00 - USD $245,500.00 / Year*
- Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.
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.
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