ADP is hiring a Sr. Director Client Services.
The Sr. Director Client Services is responsible for providing effective leadership of the Payroll support functions within TotalSource. This role partners with the Market Leaders to ensure quality and productivity objectives are met consistently in the payroll function. Initiates and supports process and organization improvements based upon changing needs of the clients and business.
Supports management of the Payroll function to meet all business objectives including start volume, start timing, productivity, and quality. Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. Implements initiatives and processes to improve all aspects of Service Delivery. Provides feedback to Markets and other partners to make improvements.
Partners with Markets to set and communicate team goals. Develops tactical plans to reach these goals. Translates TotalSource service vision into meaningful associate messages and regularly communicates with associates. Provides input into overall Market vision/goals/objectives.
Creates a high performance team environment that supports/reinforces associate development and retention. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of the Payroll support staff. Determines the organization’s training requirements. Ensures timely and effective training is delivered to enhance skills of the Payroll teams.
Associate Engagement: Manages improvements in associate engagement scores through feedback processes, assuring action planning done with all teams and supporting region wide initiatives designed to improvement associate engagement. Targets frequency and content of communication to associates to assure they are well informed and have outlets for feedback and suggestions. Creates an open and safe environment.
Partners with Sales, Client Service, and other functional groups to deliver the best possible overall client experience. Communicates process/functional changes to groups outside of Implementation as needed.
Travel to offices as needed to support Payroll associates.
BA/BS, or equivalent combination of education and experience.
MBA or equivalent strongly preferred.
Experience: A minimum of 8 years’ experience in leadership roles
Experience with LEAN/Six Sigma to drive efficiency and process improvements preferred.
Prior payroll, implementation and/or call center management experience preferred.
Proven proficiency in prioritizing critical client issues and managing workflow.
Prior experience successfully interacting with sales function is strongly preferred.
Proven ability to develop and execute strategic business plans.
Proven ability to develop leaders.
Excellent verbal/written communication skills, including presentation skills.
Ability to build effective professional relationships.
Ability to travel as needed to remote locations.
Ideal candidate would have experience in a "PEO" and/or Working knowledge of WFN payroll and ancillary products as well as general knowledge of related tools
Ability to work under pressure of time constraints.
Effective time management skills, organization, and planning required.
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