Senior Director, Client Services (Major Accounts Services)

Overview ADP is hiring a Senior Director – Client Services within the Major Accounts Services organization. In this role, you will support the overall strategy for servicing and supporting your assigned market segment within a Service Center Region. You will be responsible for the direct management and support of several service teams within a defined market segment, ensuring performance results across metrics such as NPS, client retention, productivity, and associate engagement. Responsibilities Supports, directs, and implements the overall strategy for servicing and supporting the assigned market segment. Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries. Partners 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, and client retention within the assigned market segment. Leads and inspires a highly virtual and matrix‑managed organization, developing, implementing, and sustaining service strategies that ensure client satisfaction and retention. Partners with other Service VPs to drive associate engagement, retention, talent development (including succession planning), and appropriate programs to enhance the service function and associate development. Ensures the client services leadership team is held accountable to productivity goals by balancing call and case activity and resources among virtual client service teams. Collaborates with 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 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, partnering with Sales, Implementation, Financial Services, and related Service Centers to maintain effective touch points. Aligns closely 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 to ensure associate development and professional growth. Reviews and evaluates data from key business metrics to implement action plans that improve quality, client retention, and associate engagement. Applies financial knowledge of the service organization within the market segment, including budget preparation and analysis, expense reports, and accounting processing. Makes broad‑scope decisions based on understanding of ADP and regional income summaries. Performs other related duties as assigned. Requirements This is a hybrid role (3 days in the office). Candidates will sit in either the Schaumburg, IL or Norfolk, VA office with a proven track record of managing teams in both virtual and in‑office settings. 12+ years in a service or implementation environment with hands‑on experience in management of service and operational teams. At least 5+ years of successful and progressive managerial experience (Leader of Leaders). Strong ability to hire, assess, and develop talent. Leadership qualities focused on a team‑based approach using collaboration and an engaging, inclusive culture. Demonstrated ability in: Setting and meeting aggressive goals for operational effectiveness. Identifying and developing talent across an organization. Executive presence and skills to build strong, working relationships from front‑line associates to senior executives and 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 motivated by achieving specific, challenging results. Excellent written and oral communication skills. Ability to manage clients and associates virtually effectively. Travel quarterly to other ADP offices (~20%). Additional Qualifications College degree is desirable but not required; experiential learning and relevant skills are most important. Military experience with teamwork, adaptability, organization, and follow‑through is acceptable and valued. Bonus Points / Preferred Qualifications MBA or advanced degree. Business acumen. Understanding of Major Accounts operations and ADP product capabilities. Knowledge of the HCM industry and competition. Prior service center management experience. Experience in a matrix organization. Business acumen and financial knowledge. Ability to leverage data to make strategic business decisions. Benefits and Compensation Base salary ranges from USD $131,700.00 to USD $245,500.00 per year, with compensation varying by location, skills, and experience. Additional compensation may include bonus, equity, or commissions. Benefits include medical, dental, vision, life insurance, matched retirement savings, wellness program, short‑ and long‑term disability, charitable contribution match, holidays, personal days and vacation, paid volunteer time off, and more. Diversity, Equity, Inclusion & Equal Employment Opportunity ADP is committed to an inclusive, diverse and equitable workplace and to providing equal employment opportunities regardless of any protected characteristic. Hiring decisions are based on ADP’s operating needs, candidate merit, qualifications, experience, ability, availability, cooperation, and job performance. Ethics ADP upholds the highest ethical standards and compliance with all applicable laws. Employees are expected to act with integrity and foster an honest, respectful workplace. #J-18808-Ljbffr ADP