Sr. Director, Client Services - ADP Lyric HCM (National Accounts)

ADP•Alpharetta, GA

1d•Hybrid

About The Position

ADP is hiring a Senior Director, Client Service in Lyric HCM within the National Accounts Service organization. This role is for someone who thrives in a results-driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued. The ideal candidate will use their communication, problem-solving, and technical abilities to drive results for clients in an inclusive environment with a culture of collaboration and belonging. In this role, you'll leverage your project management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable working environment for employees. The #1 goal is to drive product, tool, and service enhancements, with each day being different due to varying projects, strategic initiatives, and collaboration opportunities. Success in this role requires building rapport, establishing trust, and demonstrating professionalism with clients and client team members. You will partner with Implementation, GPT, and other internal partners to ensure clients derive the full value of their ADP products and services, aiming to improve client satisfaction scores and client team sentiment. The role reports directly to the Vice President/General Manager of Client Services, Lyric HCM, and will manage approximately 3 direct reports with several indirect reports across US locations.

Requirements

This is not a remote role. We support a hybrid working arrangement - 3 days in the local office and 2 days at home. Locations: Alpharetta and Augusta, GA.
12+ years' experience in a related management capacity in a high-performance service environment that has consistently demonstrated World Class Service comparable to ADP's mission with significant measurable results. HCM experience a plus
At least 8 years of people leadership experience
Management experience in matrix management and oversight of a highly professional or organization
Proven ability to assess performance, mentor, and counsel associates are essential. Strong leadership and people management skills are required.
Must be able to work under pressure of time constraints and be able to function in a flexible, constantly changing environment. Effective time management and conflict resolution skills are required. Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication, and business judgment
Travel required: 25%
Experience noted above, OR Military Experience.

Nice To Haves

MBA or advanced degree
Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to manage a team and develop leaders
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficient in the latest web technologies and working knowledge of various operating systems
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training

Responsibilities

Supports, directs, and implements the overall strategy for servicing and supporting their assigned book of business.
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 the client experience, NPS, client retention within their assigned book of business.
Leads and inspires a 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 Directors to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development.
Ensures client services leadership team is held accountable to productivity goals by effectively balancing call and case activity and resources among 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 Client Success and Implementation teams 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, Product, and related teams 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 team hiring and development to move within the organization.
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.
Function as a consultant and business partner to other organizations within ADP.
Broad scope decision making based on understanding of ADP and organizational priorities and goals.
Serve as an acting backup to other leaders, providing leadership, guidance, and direction to team members in the absence of the leader.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.
Performs other related duties as assigned.