Director, Client Services

ADP • Tempe, AZ

19h

About The Position

In this role, you'll leverage your project management and leadership expertise
to guide multiple teams, ensuring efficient operations and an overall productive
and enjoyable working environment for employees. If you enjoy taking on
challenges, upholding values, energizing a team, and exceeding goals, you'll fit
right in with our dedicated team, who make amazing things happen for each other
and our clients every day.

The nature of what you do every day will not change -- your #1 goal is to drive
product, tool, and service enhancements. Still, every day will be different
because the projects, strategic initiatives and collaboration opportunities will
change, as will the solutions you provide each client

To thrive in this role, you must have a way with clients and client team members
that builds rapport, establishes trust, and shines with professionalism. You
will partner with Implementation, GPT and other internal partners to ensure
clients derive the full value of their ADP products and services. When done
successfully, our client satisfaction scores and client team sentiment will make
you proud. We'll also have a healthy dose of fun along the way. Not only can you
find a career here but friendships that last in a company that values inclusion.

Requirements

• At least 8 years of experience in a service or HCM consulting organization
• At least 5 years of people leadership experience
• 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.

Nice To Haves

• MBA or advanced degree
• Management in a call center environment
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Ability to work and thrive in a team environment, focused on achieving results
• Ability to manage a team and develop leaders
• Ability to assess team members' performance and provide motivational support
• Ability to work both independently and as part of a team
• Strong client relationship building skills
• Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Proficient in the latest web technologies and working knowledge of various operating systems
• Proficient using Microsoft Office
• CPP or FPC certification
• Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
• Prior leadership training

Responsibilities

• Supports, directs, and implements the overall strategy for servicing and supporting their assigned book of business.
• 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 book of business.
• Leads and inspires a 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 Directors 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 productivity goals by effectively balancing call and case activity and resources among 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 Client Success and Implementation teams 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, Product, and related teams 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.
• Proactively manages team hiring and development to move within the organization.
• 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.
• Function as a consultant and business partner to other organizations within ADP
• Broad scope decision making based on understanding of ADP and organizational priorities and goals.
• Serve as an acting backup to other leaders, providing leadership, guidance and direction to team members in the absence of the leader.
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units.
• Performs other related duties as assigned.

Benefits

• 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, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed