Sr. Director Client Services - Retirement Services

ADP is hiring a Sr. Director – Client Services within our Small Business Services (Retirement Services) organization.

• Daily call center activities including WFM Planning, resource allocations, performance management - focused on core KPIs (Average speed to answer, average handle time, schedule adherence, OSAT). Team Meetings, 1:1, skip levels, round tables
• Represent participant persona on key organizational initiatives designed to improve the participant’s experience
• Responsible for the measurement of the New Hire experience, their engagement, and knowledge transfer to be productive
• Partner with other Service Senior Leaders, GMs, and VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development
• Lead and inspire a virtual and matrix‑managed organization, developing, implementing, and sustaining strategies that ensure associate and client satisfaction and retention through effective management within the RS environment
• Provide guidance, coaching and assistance as needed to ensure Knowledge and Continuous Learning team development and professional growth
• Review and evaluate data from key business metrics & action plans to improve quality, client retention and associate engagement based on data
• Act as a strategic business partner that works with business unit leadership to assist in achieving mission and objectives through learning and performance management services
• Anticipate business unit needs and recommend effective solutions
• Coaching senior and mid‑level managers and providing them recommendations for action to improve organizational performance
• Select and implement learning interventions to enhance associate performance and business results in line with business unit strategies and goals (Human performance improvement)
• Identify and recommend interventions needed to enhance associate performance such as role clarification, process standardization, management feedback, and coaching

• FINRA licensing required (SIE, Series 6, 63, 26)
• This position will sit in El P O​‑​TX. Hybrid working arrangement: 3 days in office (minimum) and 2 days at home
• 12+ years of related direct experience in a call center/client service environment with at least 3 years of direct leadership or managerial experience
• Strong business acumen and a passion for talent development
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles, and a strong eye for talent acquisition to build successful teams and leaders
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• Develop and maintain high engagement with your direct leadership team and indirect reports
• Evaluate, implement, and communicate strategies to improve availability for and resolution of all client inquiries
• Lead and inspire a highly virtual and matrix‑managed organization, developing, implementing, and sustaining service strategies that ensure client satisfaction and retention through effective management of Client Services
• Experience leading a contact center across diverse markets with an understanding of contact center technologies, key performance metrics, and a track record of delivering results in productivity, quality, and talent 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 senior team members on all strategy regarding client support requirements
• Proactively manage staff hiring and development to move within the organization
• Prepare associates for growth opportunities and act as a mentor
• Provide guidance, coaching and assistance as needed to ensure their development and professional growth
• Review and evaluate data from key business metrics & action plans to improve quality, client retention and associate engagement based on data
• Travel 10‑20% as needed
• A college degree is preferred but not required. Other…