Senior Director, Client Services (Major Accounts Services)

ADP•Schaumburg, IL

2d•Hybrid

About The Position

ADP is hiring a Senior Director -- Client Services within our Major Accounts Services organization. In this position, 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.

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%

Nice To Haves

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

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.
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