ADP is hiring a Director, Client Service in Employment Tax!

Do you thrive in a results-driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued?

Are you looking for an opportunity to make a difference by using your communication, problem-solving, and technical abilities to drive results for our clients?
o Are you looking for an inclusive environment with a culture of collaboration and belonging?

Well, this may be the role for you. Ready to make your mark?

 

 

In this role, you'll leverage your business management and leadership expertise to guide multiple teams, ensuring efficient operations and an overall productive and enjoyable employee working environment. 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 team members to build rapport, establish trust, and shine with professionalism. You will partner with Implementation, GPT, and other internal partners to ensure that clients derive the full value of their ADP products and services. Our client satisfaction scores and client team sentiment will make you proud when done successfully. We'll also have a healthy dose of fun along the way. You can find a career here and relationships that last in a company that values inclusion.

 

Ready to #MakeYourMark? Apply now!

 

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

 

 

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 book of business.

Evaluate, implement, and communicate strategies to improve availability for and resolution of all client inquiries.

Partner with GM to create, define, and communicate goals, establish and manage budgets, formulate incentive initiatives, and implement new procedures.

Ultimately responsible for the client experience, NPS, and 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 Client Services management.

Partners with other Service Directors to drive associate engagement, retention, talent development (including succession planning) and create programs to enhance the service function, performance, and associate development. Ensures the client services leadership team is held accountable to productivity goals by effectively balancing call and case activity and resources among Account Managers.

Collaborate with members of their Senior Teams on all strategies regarding client support requirements.

Partner with managers, technical support, and associates on escalated client situations as required.

Works closely with the Relationship Management, Sales, and Implementation teams on strategic initiatives related to client retention.

Helps to identify clients at risk and provides resources to assist client retention. Partner with Sales, Implementation, Product, and related teams to maintain effective touch points to provide excellence in all service delivery areas.

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 to ensure associate 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.

Responsible for financial knowledge of the service organization within the market segment they are responsible for, including budget preparation and analysis, expense reports, administration/monitoring of accounting processing, and forecasting.

Partner with Sales teams in prospect calls to drive in additional business.

Function as a consultant and business partner to other organizations within ADP

Possesses broad-scope decision-making based on understanding 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.

 

 

TO SUCCEED IN THIS ROLE: Requirements

At least 8 years of experience in a service or HCM consulting organization

At least 5 years of people leadership experience

Bachelors degree preferred but will consider some college and/or experience in lieu of college degree

 

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

 

MBA or advanced degree
o 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 fundamental 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 in 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

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.