VP Operations

Req Number: 163984
Category: Client Service
Posted Date: November 6, 2018

Group of associates collaborating at work.

Work Location(s): Alpharetta, GA, US

Norfolk, VA

ADP is hiring a VP Operations.  At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


Service and operating responsibility for a new HR product with aggressive growth targets. Manage centralized implementation and service delivery. Operations will support clients nationally and the sales forces from both TotalSource and Major Accounts.


  • Designs, develops, and directs the overall operation strategies for the TotalSource service organization to ensure the consistent attainment of a World Class Service delivery platform in alignment with multiple General Managers and geographic markets. Serves as an escalation point for client and operational issues. (Approx. Wt. 30%)
  • Leads a broad group of associates by providing high level, general direction to associates. Typically manages through subordinate managers. This includes pay, performance, leadership development, and hire/fire responsibilities. Responsible for defining policies, procedures, standards and tools for the implementation and on-going service operations of together with our product organization to meet our business goals. Develops career succession plans to ensure critical positions are staffed timely and allow talented associates to grow within the organization. (Approx. Wt. 20%)
  • Establishes clearly defined department and individual goals and objectives as measured by service metrics, quality survey results, business retention, profitability, etc. and communicates these to associates through department meetings and the performance planning process. Provides on-going performance feedback versus objectives and conducts annual performance reviews. Responsible for department hiring and terminations as required. (Approx. Wt. 10%)
  • Determines training requirements and ensures that the necessary training is completed to enhance the skill base of the department in a timely manner. Prepares associates for growth opportunities and serves as mentor to managers. Encourages, recognizes, and rewards on-going associate development. (Approx. Wt. 5%)

Determines staffing needed to meet sales plan and revenue plans. (Approx. Wt. 5%)
Develops the annual budget recommendations, including headcount plan, productivity goals, and other expenses. Controls and approves expenses against budget and within established guidelines. (Approx. Wt. 10%)

Creates business partnerships at senior levels within the TotalSource and Major Accounts sales organizations and the TotalSource Regions to ensure we’re executing to our business and revenue growth goals. (Approx. Wt. 5%)

Develops strong and effective working relationships with other ADP product areas that will service our clients. Takes accountability for ultimate problem resolution. Ensures service is World Class and delivery is seamless. (Approx. Wt. 10%)

Partners with TotalSource Internal Human Resources to manage all associate-related issues, policy administration, salary planning, promotions, recruiting, retention and terminations as required. (Approx. Wt. 5%)


Overall responsibility for performance of the implementation and service operation groups to ensure delivery of optimal service and to drive client satisfaction and retention. Must optimize the use of resources. Must ensure the department’s budget is met. Overall responsibility for client service associates’ development, engagement and retention.


Education: Relevant Bachelor’s Degree required or the equivalent in experience and education. MBA preferred.

Experience: 10+ years experience in a client service related management capacity, preferably in a high performance service environment that has consistently demonstrated World Class Service comparable to ADP’s mission with significant measurable results.

Must possess in-depth working knowledge of overall operations and have proven proficiencies in prioritizing critical client issues and identifying team training needs. Experience with multi-line implementation and new products are preferable.

Generic Skills: Excellent verbal and written communication skills necessary. Proven ability to assess performance, mentor and counsel associates essential. Strong leadership and people management skills required. Must be able to work under pressure of time constraints and be able to function in a flexible, constantly changing environment. Effective time management and conflict resolution skills required. Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication and business judgment.

Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.



It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.

NinaClient Support Consultant