Sr. Director Client Services, COS - National Accounts

adpinternalcareers; Alpharetta (GA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ADP is seeking a Sr. Director of Client Services for the National Accounts organization. You will report to the DVP of Comprehensive Outsourcing Services and oversee service teams, drive client retention, and enhance client and associate experiences.

You will engage with C-Suite and senior client leadership, lead a matrix-driven organization, and guide strategic initiatives to improve service quality and productivity.

Qualifications

• Requires 12+ years in a high-performance service/operations leadership.
• Experience interacting with C-suite executives.
• Strong leadership, talent development and change management.
• Hybrid role with office + home in multiple U.S. locations.

Responsibilities

• Lead strategy for servicing assigned market segment and oversee service teams.
• Drive client retention, NPS, productivity and associate engagement.
• Partner with senior leaders to define goals, budgets and incentives.
• Mentor and develop direct reports and leaders across teams.
• Monitor performance metrics and implement improvement initiatives.

Job description

We are hiring a COS Sr. Director, Client Services within the National Accounts organization.

In this role as Sr. Director, you will report to the DVP of Comprehensive Outsourcing Services and will sit on the organization’s SLT. You will be responsible for supporting and assisting in the formulation of the overall strategy for servicing and supporting their assigned market segment within a Service Center Region. Responsible for the direct management and support of several service teams within a defined market segment. Ensures performance results across a variety of metrics and measures, including NPS, client retention, productivity and associate engagement. Drives associate development and performance through the direct management of the service teams and service managers. Engages in the direct support, guidance, and development of assigned direct reports. Leverages the available analytics, client feedback and associate input to create a superior experience for clients and associates. Uses experience, as well as anecdotal and empirical data, to recommend initiatives to improve the service experience.

As the Sr. Director, you will continuously review the quality and productivity results by individual, team and market segment. Reviews performance daily, coaching where improvement is needed and providing recognition as appropriate. The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams.

You will need to be an engaging leader that provides leadership, strategic focus, and alignment with COS standards to ensure an exceptional experience for ADP Clients! This client focus is critical, and you will primarily engage with C-Suite and other client leadership.

We can’t forget that you will have strong talent management, change management, business/finance, and process analysis experience, which is essential to success

WHAT YOU'LL DO: Responsibilities

• Supports, directs and implements the overall strategy for servicing and supporting their assigned market segment.
• 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 market segment.
• Leads and inspires a highly 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 VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance and associate development.
• Ensure client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual 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 Relationship Management and Finance Executives 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, Financial Services and related Service Centers 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.
• Ultimately responsible for the client experience, NPS, client retention within their assigned market segment.
• Proactively manages staff hiring and development to move within the organization.
• Prepares associates for growth opportunities and acts as a mentor.
• 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.
• Broad scope decision making based on understanding of ADP and regions income summary
• Performs other related duties as assigned

TO SUCCEED IN THIS ROLE: Requirements

• This is a hybrid role (3 days in the office and 2 days at home). Candidates will sit in either our Alpharetta, GA, Augusta, GA or Tempe, AZ office with a proven track record of managing teams in both a virtual and in-office setting.
• 12+ years' experience in a related management capacity in a high-performance service, implementation, and operational environment that has consistently demonstrated World Class Service comparable to ADP's mission with significant measurable results.
• Experienced Leader of Leader experience
• You will be interacting with C-suite (internally and externally), so a strong executive presence is a must
• 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
• Business acumen and financial knowledge
• Leverages data to make strategic business decisions
• Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements
• Travel ~20%

A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience (NCO+) where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success. 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 work and thrive in a team environment, focused on achieving results
• 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 escalates 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
  Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
• Prior leadership training