Director, Client Services - Retirement Services

ADP, Inc.; Louisville (TN); Hybrid; USD 140,000 - 190,000; Full time

Job summary

ADP, Inc. is seeking a Director of Client Services for Retirement Services within the Key Accounts organization.

This role will oversee a ~40-person team, including 4 direct reports, ensuring exceptional service delivery and strong client retention across advisor and partner portfolios. The successful candidate will partner with Sales, Operations, Product, and Implementation to drive scalable service models, improve efficiency, and deliver measurable business outcomes, while cultivating

Qualifications

• Leadership in client services or retirement services
• Strong data analytics to inform service decisions
• Effective communication with senior leaders
• Experience shaping scalable service delivery models
• Coaching and developing leaders and teams

Responsibilities

• Lead the Retirement Services Key Accounts Service team (>40 total across roles)
• Define vision for scalable service models and drive execution
• Partner with Sales, Operations, Product, and Implementation to deliver measurable outcomes
• Establish KPIs and monitor service standards and performance
• Coach leaders and build leadership bench strength
• Enhance advisor/partner experience and address service opportunities and risks
• Collaborate with senior leaders across Service, Operations, Sales, Product, and Technology

Skills

Leadership

Data analysis

Communication

Strategic thinking

Change management

Talent development

Relationship management

Cross-functional collaboration

Presentation skills

Coaching

Job description

ADP is hiring a Director, Client Services (Retirement Services) within our Key Account organization

• Are you an experienced Leader that can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs?
• Do you have a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands?
• Can you develop new and innovative ways to increase revenue and long-term retention opportunities?

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

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.