ADP is hiring a Vice President - UpMarket Service within our Major Accounts Services organization.

In this role as Vice President, your primary responsibility is to ensure the effective management of the Client Service organization within Major Accounts Services UpMarket. You will ensure the delivery of World Class Service and the improvement of overall client metrics including satisfaction and retention.

As the VP, you are also responsible for evaluating the success of the service initiatives and tools regularly and establishing goals for continuous improvements. Ensures the client services organization has highly effective and professional associates to achieve service goals.

The Vice President will have responsibility for 3 direct reports and ~200 associates across different locations.

• Manages the business process framework/foundation for the Major Accounts Client Service organization including Loyalty, in alliance with peers across the other Hubs. This includes implementation, sales, service, training, and operational processes
• Leads and inspires a highly virtual and matrix-managed organization in human resource management activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals, employee relations, mentoring, talent/career development, and rewards/recognition based on achievement of goals.
• Ensures the incorporation of associate communication channels in alignment with the other Major Accounts Services functional areas.
• Gains commitment, alignment, and engagement in the pursuit of Major Accounts Services' mission, vision and values. Keeps these principles at the forefront of decision-making and all other hub activities to ensure overall success.
• Collaborates with Major Accounts Division staff and Support/Hub/Utilities partners to ensure strategic processes and client satisfaction.
• Ensures alignment to the service center model guide thus promoting standardization. Implements service center tools, initiatives, and organizational structures to meet changing client demands.
• Demonstrates awareness and understanding of strategic goals/priorities and focuses people on the most important organizational priorities.
• Proactively communicates service center objectives and results with clients, leadership team, and all functional areas.
• Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing call activity and resources among virtual client service teams. Proactively plans staffing requirements across virtual sites to meet service level agreements and leverage talent in assigned hub and across the Major Accounts enterprise.
• Recognizes and monitors service center metrics identifying trends, strengths and opportunities.
  Plans and monitors service center financials: ongoing labor allocation and expense analysis, planning and forecasting.
• Ensures long term client satisfaction and retention. Manages client satisfaction survey delivery and feedback by survey analytics. Monitors client satisfaction through regular, proactive internal meetings to discuss areas of service delivery improvements.
• Maintains high level of focus on improving benchmark standards.
• Proactively manages staff development. Prepares associates for growth opportunities and encourages associates to move within the organization. Ensures adherence to the Skill Based Pay program. Manages rewards and recognition based on achievement of goals.
• Performs other related duties as assigned, including participation on councils, strategic initiatives, acquisitions, alliances, stretch assignments for strategic opportunity and collaboration opportunities with other Business Units.

• This is a hybrid role (3 days in the office). Candidates will sit in either our Parsippany, NJ or Maitland, FL office.
• Bachelor's degree preferably in a business-related field
• At least 7-10 years of experience in a Senior Operations role in a fast-paced service environment; with P&L experience preferred
• Within the years of experience, must possess at least 5 years of successful and progressive managerial experience (Leader of Leader)
• Must possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive culture
• Must possess integrity, ambition, and be results-oriented
• Must have a demonstrated ability in the following areas:
• Set and meet aggressive goals for operational effectiveness
• Identify and develop talent across an organization
• Must possess an "executive" presence and skills to build strong, working relationships from front-line associates to senior executives
• Excellent time management, communications, decision making, presentation, leadership and organization skills
• Acts as the executive escalation point for sales and client related implementation issues. Ability to communicate strategy and create a shared vision
• Maintains highly collaborative and effective business relationships within ADP; knows the people and resources that can provide assistance and appropriately escalates issues
• Ability to work effectively as part of a team working toward a common goal
• Acts as a catalyst for change and continuous improvement
• Skilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused results
• Encourages different and innovative approaches to addressing business opportunities; channels innovations into smart standards for Hubs
• Business acumen, knowledge of the industry and competition or able to get up-to-speed quickly, strong comprehension of ADP's products and process, and demonstrated proficiency in conflict resolution
• Excellent written and oral communication skills
• Ability to manage clients and associates virtually in an effective way
• Ability to travel 1-2 a month

• 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.

• Demonstrated capacity for innovative and out-of-the box thinking
• Embraces ideas, questions, challenges, feedback and prudent risk-taking without the fear of occasional failure
• Ability to focus and guide others in accomplishing work objectives
• Ability to build and lead a team
• Reputation for developing other people
• Maintains an environment where top performers can progress

• Respects the rights of fellow associates and others
• Committed to the highest ethical standards
• High learning agility
• Demonstrated mental ability
• Views learning as a continuous process
• Ability to be decisive when faced with tough decisions involving difficult tradeoffs
• High degree of emotional resilience
• Works as an effective agent of change

• Fosters collaboration among team members and among other ADP businesses
• Uses effective interpersonal styles and communication methods to gain followership
• Encourages an open, honest, and informal flow of communications
• Ability to listen and respond with empathy
• Motivates and inspires others to act

• Advanced degree preferred
• Understands the Major Accounts' operations, ADP product capabilities and sales process.
• HCM Industry a plus
• Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication, and business judgment. Experience in a matrix organization
• Ensures business partnering with key stakeholders to set the standards to achieve and lead

• 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 nine 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're 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.