Head of Service Management

Client Service Team Manager Are you ready to grow your career and lead a team at a respected, global company? Are you empathic to client needs and to the people you lead, and can you collaborate with internal partners to drive success? In this role you will lead a team that serves as ADP's frontline for solving clients' challenges—including issue resolution, answering questions, training users on ADP technology, and more. Your team carries ADP's service reputation and client satisfaction in your hands.

What You’ll Do Lead the Daily Activities of Your Team You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines, quality standards, priorities, and overall goals. You will oversee the use of standard process workflows, track productivity and performance standards, analyze team statistics, and prepare reports for leadership.

Coach and Develop You will train and mentor team members, identify development needs, coordinate additional training as required, evaluate associates on performance, complete appraisals, establish Individual Development Plans, and administer corrective action and performance improvement plans. You may have hire/fire authority in partnership with Human Resources and oversee workforce management, including scheduling and succession planning.

Manage Escalations and Resolve Client Issues You will manage escalated client issues and direct your team to resolve them. Using strong interpersonal skills and product knowledge, you will communicate with customers and representatives, strive to exceed client expectations, and uphold ADP's core value of "Integrity is Everything."

Implement Strategic Goals and Partner Internally You will understand your Business Unit’s strategic goals and work to implement them. You will act as a consultant and business partner to other groups within ADP, collaborate with peers to establish best practices, and may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

To Succeed in This Role Required Qualifications At least five years of client‑service experience

Other experiences that demonstrate teamwork, adaptability, organization, and follow‑through—such as military service—are also acceptable.

Preferred Qualifications Certifications such as Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

Benefits and Why You’ll Love Working Here Equity, inclusion, and belonging are actively valued; you can join Business Resource Groups to connect with diverse communities.

Career growth opportunities exist in an agile, fast‑paced environment.

Ongoing training, development, and mentorship are provided.

Community impact through volunteer opportunities paid time off.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP ADP is committed to an inclusive, diverse, and equitable workplace and to providing equal employment opportunities regardless of any protected characteristic, including: race, color, genetic information, creed, national origin, religion, sex, sexual orientation, gender identity, lawful alien status, ancestry, age, marital status, protected veteran status, or disability. Hiring decisions are based on qualifications, experience, ability, and job performance.