Regional Market Director

The Regional Market Director is the senior operational and client-facing leader for a branch office, responsible for the overall performance, service delivery, and financial health of the regional ASO/PEO book of business. This role provides direct leadership over HR, payroll, and benefits administration, while serving as the primary steward of client relationships, retention, and regional execution.

The Regional Market Manager owns regional P&L performance, ensures consistent adoption of standardized workflows and systems, and drives accountability across teams to deliver a predictable, scalable, and high-quality client experience.

Key Responsibilities:

Regional Leadership & P&L Ownership

• Full accountability for branch P&L performance, with a primary focus on client retention, margin management, and cost control
• Translate organizational strategy into clear regional execution priorities
• Establish performance expectations tied to financial, operational, and service outcomes
• Partner with executive leadership to forecast growth, staffing needs, and capacity planning

Client Relationship Management & Retention

• Serve as the executive point of contact for high-value and at-risk clients
• Proactively engage clients to strengthen relationships, address concerns, and prevent attrition
• Insert directly into issue remediation, escalations, and complex service challenges when appropriate
• Champion a relationship-centered service model while reinforcing contractual and operational boundaries

Operational Excellence & Standardization

• Enforce consistent adoption of standardized workflows, SOPs, and service models across HR, payroll, and benefits administration
• Eliminate region-specific process variations that create inefficiencies or risk
• Promote disciplined case management, documentation, and accountability across teams
• Ensure the branch operates in alignment with enterprise systems, policies, and compliance standards

Systems Adoption & Enablement

• Act as a regional champion for HRIS, payroll, CRM, and third-party system adoption
• Drive system utilization consistency, data integrity, and operational visibility
• Partner with training and enablement resources to ensure teams are properly equipped
• Identify friction points and partner cross-functionally to improve workflows and tooling
• Direct hiring, performance management, and termination authority for branch staff
• Build, coach, and retain high-performing teams aligned to service expectations
• Ensure staffing levels and skill mix align with client complexity and workload demands
• Foster a culture of accountability, professionalism, and continuous improvement

Performance Metrics & Accountability

• Own and monitor regional KPIs tied to: Client retention and satisfaction, Service delivery performance, Financial results, Workforce productivity and capacity
• Use performance data to drive corrective action, coaching, and operational improvements
• Establish predictable reporting rhythms and reinforce outcome-based management

Key Strategic Alignment:

• Driving standardized systems and workflows to reduce operational friction and improve scalability
• Strengthening operational discipline and accountability across regions
• Improving client retention and lifetime value through proactive leadership engagement
• Enabling predictable growth through disciplined workforce planning and financial ownership

Education and/or Experience

• 8+ years of leadership experience in PEO, ASO, payroll, HR outsourcing, or professional services
• Demonstrated success owning P&L responsibility and managing client retention
• Strong understanding of HR, payroll, benefits administration, and employment compliance
• Proven ability to lead teams through change, standardization, and post-acquisition environments
• Exceptional client communication, escalation management, and executive presence
• Experience operating within structured SOPs, KPIs, and system-driven environments

Knowledge/ Skills/ Abilities

• Accountability-driven and financially minded
• Comfortable balancing client advocacy with operational discipline
• Skilled at driving consistency without eroding relationships
• Decisive, visible, and hands-on when needed
• Aligned with building scalable, repeatable service models