We are hiring a Director -- Client Services

• Are you passionate about delivering excellent results?
• Do you love satisfying and exceeding client expectations?
• Is collaborating and leading by influence a passion?

In this role as the Director - Client Services, you will support and assist 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.

You will also engage 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. 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. Reports directly to the VP of Client Services and coordinates efforts with peers supporting adjacent market segments.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

• Supports, directs, and implements the overall strategy for how HRO-CS Associates access Knowledge to provide support to clients
• Supports, directs, and communicates headcount management processes, access provisioning, and location strategy to ensure successful onboarding for all newly hired HRO-CS associates
• Evaluates, implements, and communicates strategies to improve New Hire Programs that enable New Hires with the tools, knowledge and learning to support Alex
• Partner with Director of Knowledge in HRO-Shared Service to create, define and communicate Knowledge Center Service methodology, define goals, and establish measurable outcomes that provide associates with accurate and easy to use knowledge articles to support Alex
• 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 Knowledge and Learning strategies that will ensure associate and client satisfaction and retention through effective management of HRO-Comprehensive Services associate knowledge and continuous learning
• 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: Works with business unit leadership to assist in achieving mission and objectives through learning and performance management services. Anticipates business unit needs and recommends 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.

TO SUCCEED IN THIS ROLE: Requirements

• 5+ years of related direct experience in a client service or implementation 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 building 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 not only your direct leadership team but indirect reports as well
• Bachelor's degree

Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE: Preferred Qualifications

• Creative thinker with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives.
• Excellent communication, time management, project management and change management skills.
• Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements.
• Knowledge of HCM (Human Capital Management) and Talent Industry preferred, but not required.
• Ability to anticipate and adapt to changing conditions and opportunities.
• Ability to prioritize issues and work under the pressure of time constraints.
• Ability to leverage data to make strategic business decisions.
• Business acumen and financial knowledge.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to integrate your work and your life more easily.
• Focus on your mental health and well-being. We are here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What are you waiting for? Apply today!

• 5+ years of related direct experience in a client service or implementation environment with at least 3 years of direct leadership or managerial experience
• Leader of Leaders experience preferred
• 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 building 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 not only your direct leadership team but indirect reports as well
• Other acceptable experiences could include:
  
  
  • Experience noted above, OR
  • Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.