Senior Director Of Client Services & Loyalty - Upmarket (major Accounts Services)

Senior Director Of Client Service And Loyalty

ADP is hiring a Senior Director of Client Service and Loyalty – UpMarket within our Major Accounts Services organization. In this role as Senior Director of Client Service and Loyalty, UpMarket Service, your primary responsibility is to ensure the effective management of the Client Service and Loyalty organization that supports the ongoing service needs for the highest revenue clients within the Major Accounts Services business unit. You will ensure the delivery of World Class Service and the continuous improvement of overall client metrics including satisfaction and retention.

As the Senior Director, you will have responsibility for approximately 8 direct and 50 indirect reporting associates across different locations that support our ADP WorkForce Now highest value clients in the mid-market space. The team is comprised of dedicated Account Managers, and a client loyalty team that provides additional strategic client support and is responsible for managing the relationship at the executive level within the client organization.

Ready to make your mark? Apply now!

What You'll Do:

• Ensures long-term client satisfaction and retention by reinforcing a culture of quality and client relationship building. Manages client satisfaction survey delivery and feedback by survey analytics. Monitors client satisfaction through regular, proactive internal and external meetings to discuss areas of service delivery improvements.
• Ensures the team acts as the client advocate by understanding product opportunities and connects internally to help prioritize product enhancements
• Provides direction and support to client loyalty team to provide executive briefings and updates on ADP’s relationship to client executive team
• Understands service and product support needs of the center’s top clients and acts as an advocate to provide solutions for any gaps to improve client retention
• Develop and enhance strategic business partnerships by building trust with our clients’ key decision makers to drive client retention/improve loss prevention.
• Possesses a complete understanding of our clients’ business objectives, strategic direction and requirements to proactively demonstrate and deliver increased value through life cycle of the client.
• Is introduced to the client during the implementation process.
• Acts as a liaison between the client and ADP, serving as an internal client advocate.
• Ensures the team maintains a comprehensive understanding of the entire ADP product suite and coordinates communication among the various business partners.
• Leverages data to accurately forecast month-over-month client retention and monitors progress against financial plan
• Understand risk factors related to client retention and work with the service organization to implement strategies to proactively address issues/client needs
• Gains commitment, alignment, and engagement in the pursuit of Major Accounts Services’ mission, vision and values. These principles keep at the forefront of decision-making and all other hub activities to ensure overall success.
• 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.
• Proactively manages staff development. Prepares associates for growth opportunities and encourages associates to move within the organization.
• 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.

To Succeed In This Role:

• This is a hybrid role (3 days in the office). Candidates will sit in either our Schaumburg, IL or Dallas, Texas office with a proven track record of managing teams in both a virtual and in-office setting.
• 12+ years in a service or implementation environment with hands on experience in management of service and operational teams
• Within the years of experience, must possess at least 5+ years of successful and progressive managerial experience (Leader of Leaders)
• Must possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive culture
• Must have a demonstrated ability in the following areas:
• Setting and meeting 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.
• Skilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused results
• Business acumen, knowledge of the industry and competition or ability 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 times per month

A college degree is great 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.

Success Factors:

Leadership -- Alignment, Talent Development

• Demonstrated capacity for innovative and out-of-the box thinking
• Embrace 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

Personal -- Adaptability, Service Orientation/Client Focus

• 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

Interpersonal -- Collaboration

• Fosters collaboration among team members and among other ADP businesses
• Use 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