ADP is hiring a Senior Director, Professional Services (Major Accounts).

 

In this role as a Senior Director, Professional Services, you will lead key business lines within ADP’s Professional Services portfolio for Mid-Market companies, including value-add consulting during System Implementation, Advisory and Optimization Services, and our 3rd-Party Partner network.  You will serve as a key member of the Professional Services leadership team in the Mid-Market segment, reporting directly to the GM/ VP of Professional Services.  Responsibilities include strategy formulation, direct people leadership and associate development of Managers and their teams, and management of performance results across a variety of financial and operational metrics, including Sales, Revenue, NOI, NPS, productivity, and associate engagement.  

 

As the Sr. Leader, you are expected to leverage available analytics, client feedback, and associate input to create a superior experience for clients and associates.  You will use your experience, as well as anecdotal and empirical data, to develop and execute initiatives to further accelerate growth and enhance operational performance.  Additionally, you will collaborate with a wide network of associates across Implementation, Client Service, Loyalty, Product, Sales, and other Professional Services businesses to achieve short- and long-term goals.   

 

You will report directly to the Vice President/GM and have ~8 direct reports across the Professional Services organization.

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 servicing and supporting their assigned market segment Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries Partner with VP to create, define and communicate goals, establish, and manage budgets, formulate incentive initiatives and implement new procedures Ultimately responsible for the client experience, NPS, client retention within their assigned market segment Leads and inspires a highly virtual and matrix-managed organization including developing, implementing, and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services Partners with other Service VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development Ensures 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 members of their Senior Teams on all strategy regarding client support requirements Partners with managers, technical support and associates on escalated client situations as required Works closely with the Relationship Management and Finance Executives on strategic initiatives related to client retention Helps to identify clients at risk and provides resources to assist the center's retention team Partners with Sales, Implementation, Financial Services, and related Service Centers to ensure effective touch points are maintained to provide excellence in all areas of service delivery Closely aligns with corporate business partners and other Service Centers regarding service challenges, production quality and solutions Ultimately responsible for the client experience, NPS, client retention within their assigned market segment Proactively manages staff hiring and development to move within the organization Prepares associates for growth opportunities and acts as a mentor Provides guidance, coaching and assistance as needed to ensure their 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 Financial knowledge of the service organization within the market segment they have responsibility for including budget preparation and analysis, expense reports, and administration/monitoring of accounting processing including forecasting Broad scope decision making based on understanding of ADP and regions income summary Performs other related duties as assigned

 

TO SUCCEED IN THIS ROLE: Requirements

12+ years of directly related experience in a client service, operations, or implementation environment with at least several years of direct leadership or managerial experience; Leader of Leader experience preferred 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 Travel 20-25%

A college degree is preferred but not required. What's more important is having the skills to do the job. 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

Advanced degree preferred Prior service /call center management is preferred Strong ability to hire, assess, coach, and develop talent Business acumen and financial knowledge Leverages data to make strategic business decisions Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements Knowledge of HCM (Human Capital Management) preferred, but not required 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 Ability to anticipate and adapt to changing conditions and opportunities Ability to prioritize issues and work under the pressure of time constraints

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 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.

 What are you waiting for? Apply today!

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.