ADP is hiring a Director -- Client Services. In this position you will support and assist in the formulation of the overall strategy for servicing and supporting their assigned market segment, and responsible for the direct management and support of several service teams. 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. Continuously reviews the quality and productivity results by individual, team and market segment. Reviews performance on a daily basis, 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. Reports directly to the VP of Operations and coordinates efforts with peers supporting adjacent market segments.
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 VP's 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.
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
QUALIFICATIONS REQUIRED:
5+ years of directly related experience in a client service or implementation environment with at least 3 years of direct leadership or managerial experience.
Bachelor's Degree or its equivalent in education and experience with a Major Area of Concentration in Accounting or Business Administration.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Prior service center management is preferred.
Mentoring and Talent Development
Strong ability to hire, assess and develop talent
Business acumen and financial knowledge
Leverages data to make strategic business decisions
Communication -- written and verbal
Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements
LI-AJ1
LI-Hybrid
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 (https://www.adp.com/about-adp/awards-and-recognition.aspx) .
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.
