Senior Director, Client Services (Major Accounts Services)

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 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.
• Ensures 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.
• 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.
• 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.

Requirements

• This is a hybrid role (3 days in the office).
• Candidates will sit in either our Schaumburg, IL or Norfolk VA office with a proven track record of managing teams in both a virtual and in-office setting.
• 12+ years in a service or implementation environment with hands on experience in management of service and operational teams.
• Within the years of experience, must possess at least 5+ years of successful and progressive managerial experience (Leader of Leaders).
• Strong ability to hire, assess and develop talent.
• Must possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive culture.
• Must have a demonstrated ability in the following areas: Setting and meeting aggressive goals for operational effectiveness Identify and develop talent across an organization.
• Must possess an “executive” presence and skills to build strong, working relationships from front-line associates to senior executives as well as clients.
• Excellent time management, communications, decision making, presentation, leadership and organization skills.
• Acts as the executive escalation point for sales and client related implementation issues.
• Skilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused results.
• Excellent written and oral communication skills.
• Ability to manage clients and associates virtually in an effective way.
• Ability to travel quarterly to other ADP offices ~20%.

Qualifications

• A college degree is great but not required.