Senior Manager, Outsourced Payroll; ADP RUN

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards.

Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

The Senior Manager, Payroll Outsourcing provides overall leadership for either the ADP RUN or ADP Workforce Now (WFN) recurring, outsourced payroll service delivery group. This role is accountable for resolving complex client payroll escalations, leading and developing Account Managers and their teams, and ensuring consistent, high-quality service across the client portfolio. The Senior Manager owns client satisfaction and retention, including a target renewal rate of 90% or better year over year;

drives expansion of existing client relationships through appropriate cross-selling of Baker Tilly services; and manages the group's staffing, margins, pricing, proposals, new business activity, and recurring client governance. The role balances operational leadership, client relationship management, people development, financial stewardship, and business growth.

• Lead the ADP RUN or ADP Workforce Now (WFN) service delivery group
• Own overall performance and day-to-day leadership of the assigned service line and its full client portfolio.
• Establish operating priorities, service expectations, escalation protocols, and performance standards.
• Resolve complex payroll escalations and client problems that exceed first- and second-level support, coordinating with internal specialists, ADP, and other partners as needed.
• Monitor service delivery trends and implement scalable process improvements, controls, and quality standards.
• Own client satisfaction, retention, and relationship expansion
• Maintain a 90% or better year-over-year client renewal rate for the assigned group.
• Lead executive-level client conversations, recurring business reviews, and recovery plans for at-risk relationships.
• Identify and pursue opportunities to expand existing relationships through additional Baker Tilly services that align with client needs.
• Ensure client feedback, service risks, and growth opportunities are documented, communicated, and acted upon.
• Lead, coach, and develop the management team
• Directly manage at least two Account Managers, each of whom supervises approximately 4-8 employees.
• Set clear expectations, coach performance, support career development, and build succession and coverage plans.
• Mentor Account Managers in client leadership, escalation management, workload planning, and team development.
• Foster accountability, collaboration, continuous learning, and a consistently high standard of client service.
• Manage group capacity, financial performance, and operational health
• Identify additional labor and resource needs based on client demand, implementation pipeline, service complexity, and workload.
• Monitor account economics and take action to keep margins at firm-standard levels across the portfolio.
• Evaluate scope, effort, staffing, and delivery risk; address out-of-scope work and recurring inefficiencies.
• Use operating metrics to support staffing, prioritization, and process decisions.
• Support new and recurring business development:
  Lead or participate in new business and recurring business calls.
• Develop pricing, scope assumptions, staffing models, and proposals in partnership with firm leadership and business development resources.
• Support effective transition of sold work into implementation and ongoing service delivery.
• Maintain professional expertise and perform other duties as…