Sr Manager - Client Service

ADP; Norfolk (VA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Matched Retirement Savings

Wellness Program

Short-and Long-Term Disability

Charitable Contribution Match

Holidays

Personal Days & Vacation

Paid Volunteer Time Off

Job summary

ADP is seeking a Senior Manager – Client Service to lead a high-performing team of Talent Activation Specialists delivering Talent Technology solutions across Recruitment, Performance, Compensation, and Succession Planning. The role balances operating rigor with strategic vision and emphasizes accountability, resilience, and collaboration.

The leader will drive client satisfaction, financial stewardship, and continuous improvement, partnering across Implementation, Service, and Client Success to

Qualifications

• 2–3+ years of people leadership experience.
• Strong understanding of Talent Technology modules 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 meet goals.
• Oversee activation of Talent Technology modules aligning with client needs.
• Serve as the primary leader, driving best-practice consulting and improvements.
• Partner with internal stakeholders to enhance client experience and understanding.
• Own operational excellence: optimize capacity, workflows, and processes.
• Oversee financials: reconcile billing, forecast, and deliver reports to leadership.
• Manage case queues, escalations, and service metrics to meet targets.
• Foster accountability, learning, and collaboration within the team.
• Manage vendor relationships for Talent Technology and partnerships.
• Monitor KPIs and drive data-informed decision-making.
• Champion rebranding and refresh of in-service offerings.
• Foster a high-performance culture with ownership and resilience.
• Ensure readiness through training and process adoption.
• Act as trusted advisor with senior leadership and sound judgment.

Skills

Leadership

Talent modules

Financial reporting

Tools

Talent Activation Platform

Recruitment module

Performance module

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.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $99,600.00 - USD $185,800.00 / Year*

• Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.