Sr. Director Client Services - Retirement Services

Sr. Director – Client Services

ADP is hiring a Sr. Director – Client Services within our Small Business Services (Retirement Services) organization. In this role as the Sr. Director - Client Services, you will support and assist in the formulation of the overall strategy for servicing and supporting their assigned market segment within our Retirement Services organization. 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.

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 service experience. Continuously reviews the quality and productivity results by individual, team, and market segment. Reviews performance on a daily basis, 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 also engage in the direct support, guidance, and development of assigned direct reports. As the Sr. Director, you will manage 4 leaders with a total headcount of ~75 across the US.

Daily call center activities including: WFM Planning, resource allocations, performance management - ultimately 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

Partners 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

Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining strategies that will ensure associate and client satisfaction and retention through effective management within the RS environment

Provides guidance, coaching and assistance as needed to ensure Knowledge and Continuous Learning team development and professional growth

Reviews and evaluates data from key business metrics & action plans to improve quality, client retention and associate engagement based on data

Strategic business partner that works with business unit leadership to assist in achieving mission and objectives through learning and performance management services.

Anticipates business unit needs and recommend effective solutions.

Coaches' senior and mid-level managers and provides them recommendations for action to improve organizational performance

Human performance improvement conducts business, performance, and cause analysis. Selects and implements learning interventions to enhance associates' performance and business results in line with business unit strategies and goals.

Identifies and recommends other interventions needed to enhance associate performance such as role clarification, process standardization, management feedback and coaching, etc.

FINRA licensing required. SIE, Series 6, 63, 26

This position will sit in our El Paso, TX. We support a hybrid working arrangement; 3 days in the 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

Must possess 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…