Director, Client Services - Retirement Services

ADP•El Paso, TX

1d•Hybrid

About The Position

ADP is hiring a Director, Client Services (Retirement Services) within our Key Account organization. This role is for an experienced Leader that can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs. The ideal candidate has a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands, and can develop new and innovative ways to increase revenue and long-term retention opportunities. In this role as Director, you will primarily be responsible for ensuring the effective leadership and management of the service experience, playing a critical role in strengthening client retention and elevating service delivery within the Retirement Services (RS) Key Accounts Service team. You will lead ~40 team members in total including 4 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Service Organization. This team is comprised of a Helpdesk, dedicated and team support for our Advisors and strategic partners.

Requirements

10+ years of experience in Client Services, Retirement Services, Relationship Management, or a related field
5+ years of leadership experience managing client-facing associates or teams
Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
Proven ability and experience to develop and execute strategic business strategies
Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives
Ability to anticipate and adapt to changing conditions and opportunities
Highly analytical with the ability to tell the story based on the data and analytics
Ability to coach and mentor others
Ability to analyze data, draw conclusions, and create strategies based on the conclusions
Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting
Ability to collaborate effectively across business functions
Ability to prioritize issues and work under the pressure of time constraints
Ability to direct the design and implementation of processes and procedures

Responsibilities

Help define and execute the strategic vision for scalable service models.
Continuously evaluate service delivery approaches to improve efficiency, consistency and advisor/partner outcomes.
Identify opportunities to increase capacity, simplify processes and expand support capabilities.
Lead transformation initiatives that position the organization for future growth.
Own the performance, health and effectiveness of scalable service teams.
Establish and monitor key performance indicators, service standards and operational goals.
Drive execution against business priorities and ensure consistent delivery across teams.
Leverage data and insights to identify trends, mitigate risk and implement performance improvements.
Build, lead, and develop high-performing leaders and associates.
Create clear career pathways and development opportunities that support organizational growth.
Foster a culture of accountability, collaboration, innovation and continuous improvement.
Provide coaching and guidance to leaders while building leadership bench strength.
Champion the advisor/partner experience across all scalable service models.
Ensure support structures align with advisor/partner needs and evolving business demands.
Partner with Sales and Relationship Management teams to proactively address service opportunities and risks.
Utilize client and advisor feedback to inform service enhancements and operational improvements.
Collaborate with senior leaders across Service, Operations, Sales, Product, and Technology.
Drive adoption of tools, reporting, and workflow enhancements that improve visibility and efficiency.
Lead change management efforts associated with new programs, processes, and organizational initiatives.
Identify innovative solutions that enable scalability while maintaining a high-quality service experience.