Senior Manager, Outsourced Payroll (ADP RUN)

Baker Tilly•USA PA Remote, IN

6d•$70,300 - $169,900

About The Position

The Senior Manager, Payroll Outsourcing provides overall leadership for either the ADP RUN or ADP Workforce Now (WFN) recurring outsourced payroll service delivery group. The role is accountable for resolving complex client payroll escalations, leading and developing Account Managers and their teams, and ensuring consistent, high-quality service across the client portfolio. The Senior Manager owns client satisfaction and retention, with a target year-over-year renewal rate of 90% or better, and supports growth by expanding existing client relationships through appropriate cross-selling of Baker Tilly services. The role also manages staffing, margins, pricing, proposals, new business activity, and recurring client governance, balancing operational leadership, client relationships, people development, financial stewardship, and business growth. The Senior Manager leads the assigned service line and client portfolio, establishes operating priorities and service standards, handles escalations beyond first- and second-level support, and improves processes and controls. The role leads executive-level client conversations and business reviews, develops recovery plans for at-risk relationships, and ensures client feedback, risks, and opportunities are acted upon. The role directly manages at least two Account Managers, each supervising approximately 4–8 employees. It sets expectations, coaches performance, supports career development, and builds succession and coverage plans. It also monitors capacity, staffing, utilization, account economics, margins, scope, delivery risk, and operational metrics. In partnership with firm leadership and business development resources, the Senior Manager contributes to business development calls and develops pricing, scope assumptions, staffing models, and proposals. The role maintains knowledge of payroll practices, multi-state compliance, ADP platforms, and firm service offerings, participates in continuing education, and performs other responsibilities consistent with the role.

Requirements

At least eight years of experience leading, coaching, and mentoring teams, including direct management of people managers.
Bachelor's degree.
Certified Payroll Professional (CPP) certification.
Advanced proficiency in ADP RUN and/or ADP Workforce Now, with the ability to lead complex payroll issue resolution.
Demonstrated leadership of a client service portfolio, including client retention, service recovery, recurring business reviews, and executive-level communication.
Proven ability to manage capacity, staffing, utilization, pricing, scope, and account margins in a professional services environment.
Experience identifying and advancing cross-service opportunities that expand existing client relationships.
Strong payroll knowledge, including multi-state processing, controls, compliance, reconciliations, and vendor coordination.
Excellent problem-solving, judgment, organization, project management, negotiation, and written and verbal communication skills.
Ability to translate operational and financial data into clear decisions, priorities, and action plans.
Advanced Microsoft Office skills, especially Excel, and ability to learn and use firm and client systems.
Commitment to exceptional client service, quality, ethical conduct, continuous improvement, and timely execution.

Responsibilities

Lead the ADP RUN or ADP Workforce Now service delivery group and own its day-to-day performance and full client portfolio.
Establish operating priorities, service expectations, escalation protocols, and performance standards.
Resolve complex payroll escalations and client problems, coordinating with internal specialists, ADP, and other partners as needed.
Monitor service delivery trends and implement scalable process improvements, controls, and quality standards.
Maintain a year-over-year client renewal rate of 90% or better for the assigned group.
Lead executive-level client conversations, recurring business reviews, and recovery plans for at-risk relationships.
Identify and pursue opportunities to expand client relationships through additional Baker Tilly services aligned with client needs.
Ensure client feedback, service risks, and growth opportunities are documented, communicated, and acted upon.
Directly manage at least two Account Managers; set expectations, coach performance, support career development, and build succession and coverage plans.
Mentor Account Managers in client leadership, escalation management, workload planning, and team development.
Foster accountability, collaboration, continuous learning, and high standards of client service.
Identify labor and resource needs based on client demand, implementation pipeline, service complexity, and workload.
Monitor account economics and take action to maintain firm-standard margins across the portfolio.
Evaluate scope, effort, staffing, and delivery risk; address out-of-scope work and recurring inefficiencies.
Use operating metrics to inform staffing, prioritization, and process decisions.
Lead or participate in new business and recurring business calls.
Develop pricing, scope assumptions, staffing models, and proposals with firm leadership and business development resources.
Support the transition of sold work into implementation and ongoing service delivery.
Maintain current knowledge of payroll practices, multi-state compliance, ADP RUN and/or ADP Workforce Now capabilities, and firm service offerings.
Participate in continuing education, share relevant knowledge with the team, and perform other responsibilities consistent with the role.