Sr Manager - Client Service

adpinternalcareers; Norfolk (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ADP is hiring a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists responsible for implementing and optimizing Talent Technology solutions - including Recruitment, Performance, Compensation, and Succession Planning modules - aligned to client business needs.

This leader drives operational excellence, client satisfaction, and team development while ensuring the delivery of best practice talent consulting and scalable, high-quality service.

Qualifications

• 2–3+ years of people leadership experience.
• Strong understanding of Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning) or similar HR tech platforms.
• Experience in financial reporting, forecasting, and business operations management.

Responsibilities

• Lead, coach, and develop a team of Talent Activation Specialists to achieve productivity, quality, and client satisfaction goals.
• Oversee activation of Talent Technology modules ensuring solutions align with client needs and objectives.
• Serve as the primary leader, driving in-service consulting and continuous improvement initiatives.
• Partner with internal stakeholders to enhance client experience and understanding of Talent Activation.
• Own operational excellence: optimize capacity, workflows, and processes for scalable, high-quality results.
• Reconcile billing, forecast, and deliver accurate financial reports to leadership.
• Manage case queues, escalations, and service metrics to meet targets.
• Champion the brand of the Talent Activation team and relaunch best practices.

Skills

People leadership

Financial reporting

Forecasting

HR technology

Project management

Communication

Executive presence

Tools

WFN Talent Technology

Job description

ADP is hiring a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists responsible for implementing and optimizing Talent Technology solutions - including Recruitment, Performance, Compensation, and Succession Planning modules - aligned to client business needs. This leader drives operational excellence, client satisfaction, and team development while ensuring the delivery of best practice talent consulting and scalable, high-quality service.

This role requires a hands-on, business-minded leader who thrives in a fast-paced environment, can balance operational rigor with strategic vision, and embodies the team's core values of Accountability, Resilience, and Connection.

• Do you thrive in a results-driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued?
• Are you looking for an opportunity to make a difference by using your communication, problem-solving, and project management skills to drive results for our clients?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

Key Responsibilities

• Lead, coach, and develop a team of Talent Activation Specialists to achieve productivity, quality, and client satisfaction goals.
• Oversee activation and support of Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning), ensuring solutions align with client needs and business objectives.
• Serve as the primary leader of the Talent Activation team, managing in-service best practice consulting and continuous improvement initiatives.
• Partner with internal stakeholders across Implementation, Service, and Client Success to enhance the client experience and increase internal understanding of Talent Activation.
• Own operational excellence: optimize team capacity, workflows, and processes to deliver consistent, scalable, high-quality results.
• Oversee financial stewardship: reconcile billing, manage forecasting, and deliver timely, accurate financial reports to VP and GM leadership.
• Manage case queues, client escalations, and service metrics to meet tNPS, case age, and SLA targets.
• Drive a culture of accountability, learning, and collaboration that empowers associates to perform at their best.
• Manage vendor relationships for Talent Technology, ensuring strategic alignment and partnership outcomes.
• Monitor team KPIs, capacity planning, and performance data to inform decision-making and ensure operational sustainability.
• Champion the brand of the Talent Activation team — lead efforts to rebrand, refresh, and relaunch in-service best practice consulting offerings.
• Foster a positive, high-performance culture characterized by ownership, optimism, and a “find the yes” mindset.
• Ensure team readiness through proactive training, process adoption, and continuous improvement initiatives.
• Act as a trusted advisor and communicator with senior leadership, demonstrating strong business acumen, executive presence, and sound judgment.

TO SUCCEED IN THIS ROLE:

Required Qualifications

• 2–3+ years of people leadership experience with a track record of developing and motivating high-performing teams.
• Strong understanding of WFN Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning) or similar enterprise HR technology platforms.
• Demonstrated experience in financial reporting, forecasting, and business operations management.

Preferred Qualifications

• Proven ability to manage vendor relationships and drive strategic outcomes.
• Exceptional communication and presentation skills, with executive presence and influence.
• Highly organized, detail-oriented, and able to balance multiple priorities under pressure.
• Demonstrated ability to lead through change, inspire accountability, and foster resilience and connection within teams.
• Operates with high impact and low ego - someone others want to work with.

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