Director, Retirement Services — Elevate Client Experience

Automatic Data Processing, 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, 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