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.
WHAT YOU'LL DO EVERYDAY: Responsibilities
Reporting to the Service Executive of Key Accounts, you will be responsible for driving the vision, execution, and performance of ADP's scalable advisor/partner service teams. This leader will develop and evolve service delivery models that increase capacity, improve consistency, and elevate the advisor/partner experience while creating sustainable growth opportunities for associates and leaders.
The role partners closely with Sales, Operations, Product, and Implementation teams to ensure scalable support models deliver measurable business outcomes, operational efficiency, and exceptional service experiences across the advisor/partner portfolio.
Service Strategy & Model Evolution- 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.
Operational Performance & Execution- 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.
Leadership & Talent Development- 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.
Advisor/Partner Experience & Relationship Management- 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.
Cross-Functional Partnership & Innovation- 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.
TO SUCCEED IN THIS ROLE/REQUIREMENTS:- We operate on a hybrid working arrangement of 3 days in the office and 2 days at home. This is not a remote position.
- 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
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