Director, Retirement Services — Elevate Client Experience

ADP, Inc.

Louisville (TN)

Hybrid

USD 140,000 - 190,000

Full time

3 days ago

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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