Director, Retirement Services - Client Experience & Growth

apply; Louisville (KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ADP is seeking a Director, Client Services (Retirement Services) in the Key Accounts Service team. This executive will lead ~40 team members, including 4 direct reports, to strengthen client retention and elevate service delivery for the Retirement Services segment.

The role requires building scalable service models, driving performance with KPIs, and collaborating with Sales, Operations, Product, and Implementation. A hybrid work arrangement is in place, with in-office and at-home days.

Qualifications

• 10+ years of experience in Client Services, Retirement Services, Relationship Management, or related field
• 5+ years of leadership experience managing client-facing associates or teams
• Demonstrated leadership excellence and talent acquisition ability
• Strong strategic thinking and ability to translate data into action
• Strong communication, collaboration, and influencing skills
• Ability to coach and mentor leaders and develop talent
• Ability to analyze data, identify trends, and drive improvements
• Ability to build trusted relationships with internal and external stakeholders
• Ability to adapt to changing conditions and manage competing priorities
• Proven ability to define and execute strategic business strategies

Responsibilities

• Define and execute scalable service models and a clear service vision
• Drive performance metrics, service standards, and operational goals for the team
• Lead transformation initiatives to position the organization for growth
• Develop leaders and career pathways to support organizational growth
• Champion the advisor/partner experience and ensure alignment with business demands
• Collaborate with Sales, Operations, Product, and Technology to enable scalable support models

Skills

Leadership

Data analysis

Communication

Strategic thinking

Change management

People development

Relationship management

Cross-functional collaboration

Executive presence

Job description

ADP is seeking a Director, Client Services (Retirement Services) in the Key Accounts Service team. This executive will lead ~40 team members, including 4 direct reports, to strengthen client retention and elevate service delivery for the Retirement Services segment.

The role requires building scalable service models, driving performance with KPIs, and collaborating with Sales, Operations, Product, and Implementation. A hybrid work arrangement is in place, with in-office and at-home days.