8+ years in a service or HCM consulting organization.
5+ years of people leadership experience.
Ability to travel up to 25%.
Responsibilities
Support and implement strategies for client service and support.
Evaluate and communicate strategies to enhance client inquiry resolution.
Collaborate with VP to set goals, manage budgets, and implement procedures.
Oversee client experience and retention metrics for assigned accounts.
Lead a virtual team to develop and sustain effective service strategies.
Drive associate engagement and talent development initiatives.
Ensure accountability for productivity goals within client service teams.
Benefits
Inclusive culture that values diversity and belonging.
Opportunities for career growth in a dynamic environment.
Ongoing training and mentorship for continuous learning.
Comprehensive health benefits starting on Day 1.
Support for mental health and well-being initiatives.
Company commitment to community service and volunteering opportunities.
Full Job Description
WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:
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.
TO SUCCEED IN THIS ROLE: Requirements
Bachelor's degree required.
At least 8 years of experience in a service or HCM consulting organization.
At least 5 years of people leadership experience required.
Ability to travel up to 25% required.
BONUS POINTS FOR THESE: Preferred Qualifications
Leader of leaders experience desirable.
MBA or advanced degree
8-12+ years of progressive leadership experience in client service, operations, workforce management, human capital management, payroll, or Time & Labor solutions.
5+ years leading leaders, including direct management of managers, senior managers, and large-scale service organizations.
Proven ability to drive client satisfaction, retention, and service excellence through measurable business outcomes.
Demonstrated success managing operational KPIs, including client satisfaction (CSAT), NPS, service levels, quality, productivity, and retention metrics.
Experience leading cross-functional initiatives involving Product, Sales, Implementation, Service, and Technology teams.
Strong business acumen with experience managing budgets, workforce planning, and resource allocation.
Proven track record of organizational change leadership, process improvement, and transformation initiatives.
Experience leveraging data analytics and insights to drive strategic decision-making and operational improvements.
Exceptional executive communication, presentation, and stakeholder management skills.
Ability to influence and build partnerships across multiple organizational levels.
Experience developing talent, succession planning, and creating high-performing, engaged teams.
Knowledge of Time & Labor Management, Workforce Management, Payroll, Human Capital Management (HCM), or related service industries preferred.
Demonstrated commitment to diversity, inclusion, associate engagement, and leadership development.
YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:
Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
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.
