Sr. Director Client Services, COS - National Accounts

ADP is hiring a COS Sr. Director, Client Services within the National Accounts organization.

In this role as Sr. Director
, you will report to the Division Vice President of Comprehensive Outsourcing Services and will sit on the organization’s SLT. You will be responsible for supporting and assisting in the formulation of the overall strategy for servicing and supporting their assigned market segment within a Service Center Region. Responsible for the direct management and support of several service teams within a defined market segment.

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.

As the Sr. Director
, you will continuously review the quality and productivity results by individual, team and market segment. Reviews performance daily, 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.

You will need to be an engaging leader that provides leadership, strategic focus, and alignment with COS standards to ensure an exceptional experience for ADP Clients! This client focus is critical, and you will primarily engage with C-Suite and other client leadership. You will have ~5 direct reports across several ADP locations.

We can’t forget that you will have strong talent management, change management, business/finance, and process analysis experience, which is essential to success

WHAT YOU'LL DO: 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 VPs to drive associate engagement, retention talent development (including succession planning) and appropriate programs to enhance the service function, performance and associate development.
• Ensure 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…