Job Description

ADP is hiring a Director-Client Service Leader, Total Absence Management within our National Accounts Services organization.

• 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 a Director-Client Service Leader, you will support and assist in the formulation of the overall strategy for servicing and supporting our Total Absence Management (TAM) clients. You will have direct responsibility for the management and support of the service team, and performance results across a variety of metrics and measures, including NPS, client retention, productivity, and associate engagement. You will lead and motivate a high performing organization that supports and reinforces associate development, recognition, and retention. You will leverage the available analytics, client feedback and associate input to create a superior experience for clients and associates. You will use your expertise, as well as anecdotal and empirical data, to recommend initiatives to improve the service experience while continuously reviewing the quality and productivity results by individual, team, and client.

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 Service Director and coordinates efforts with peers.

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\xc2\xae Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. 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 clients.
• Partner with Service Director to create, define and communicate goals, establish, and manage budgets, formulate incentive initiatives, and implement new procedures.
• Lead strategic initiatives, task forces, stretch assignments and collaboration opportunities with other business units in pursuit of growth
• Creates a high-performance team environment that supports and reinforces associate development and retention.
• Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing case activity and resources among client service teams.
• Partners with managers, technical support and associates on escalated client situations as required.
• Works on identifying clients at risk and creating strategic initiatives related to client retention.
• Partners with Sales, Implementation, Product, Enterprise Learning, among others, to ensure effective touch points are maintained to provide excellence in all areas of service delivery and to grow the business.
• Liaise with PSC to ensure we provide unparalleled participant experience.
• Ultimately responsible for the client experience, NPS, client retention within their assigned clients.
• Reviews and evaluates data from key business metrics & action plans to improve quality, client retention and associate engagement.
• 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.
• Drives talent development, associate engagement, and performance management throughout organization in alignment to ADP\'s Pay for Performance Philosophy.
• Responsible for recruitment, selection, hiring, and compensation management.
• Performs other related duties as assigned.

TO SUCCEED IN THIS ROLE: Requirements

• 8+ years of directly related experience in a client service or implementation environment with at least 5 years of direct leadership or managerial experience.
• 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.

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

• Creative thinker with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.

• Ability to present ideas and proposals to Senior Leadership in the form of a succinct storyboard.
• 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.
• 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.
• Prior service /call center management experience.
• Business acumen and financial knowledge.

Y OU\'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.

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