In this role as the
Sr, Director, 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. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you'll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day.
The nature of what you do every day will not change -- your #1 goal is to drive product, tool, and service enhancements. Still, every day will be different because the projects, strategic initiatives and collaboration opportunities will change, as will the solutions you provide each client
To thrive in this role, you must have a way with clients and client team members that builds rapport, establishes trust, and shines with professionalism. You will partner with Implementation, GPT and other internal partners to ensure clients derive the full value of their ADP products and services. When done successfully, our client satisfaction scores and client team sentiment will make you proud. We'll also have a healthy dose of fun along the way. Not only can you find a career here but friendships that last in a company that values inclusion.
In this role, you will report directly to the Vice President/General Manager of Client Services, Lyric HCM. You will have ~3 direct reports with several indirects across US locations.
Ready to #MakeYourMark?
Apply now!WHAT YOU'LL DO: 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.
TO SUCCEED IN THIS ROLE: 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%
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:- Experience noted above, OR
- Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact
BONUS POINTS FOR THESE: Preferred Qualifications
- 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
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.
What are you waiting for?
Apply now!
