Sr Manager - Client Service

apply; Norfolk (VA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

ADP is seeking a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists focused on implementing and optimizing Talent Technology solutions—Recruitment, Performance, Compensation, and Succession Planning—to meet client business goals. This hands-on leader balances operational rigor with strategic vision and upholds the team values of accountability and collaboration.

The role requires a proactive, business-minded manager who drives client satisfaction,

Qualifications

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

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, 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 to enhance the client experience and increase internal understanding of Talent Activation.
• Own operational excellence: optimize team capacity, workflows, and processes to deliver scalable, high-quality results.
• Oversee financial stewardship: reconcile billing, manage forecasting, and deliver timely financial reports to leadership.

Skills

People leadership

Talent Technology modules

Financial reporting

Forecasting

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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