Director, Client Services (Retirement Services)

ADP is hiring a Director – Client Services within our Small Business Services (Retirement Services) organization.

• Are you passionate about delivering excellent results?
• Do you love satisfying and exceeding client expectations?
• Is collaborating and leading by influence a passion?

In this role as the Director - Client Services, you will support and assist in the  overall strategy for servicing and supporting their assigned market segment within our Retirement Services organization. Responsible for the direct management and support of client service teams within a defined market segment. Ensures performance results across a variety of metrics and measures, including NPS, client retention, productivity, and associate engagement. Drives associate development and performance through the direct management of the service teams and service managers.

 

Leverages the available analytics, client feedback and associate input to create a superior experience for clients and associates. Uses experience, as well as anecdotal and empirical data, to recommend initiatives to improve service experience. Continuously reviews the quality and productivity results by individual, team, and market segment. Reviews performance on a daily basis, coaching where improvement is needed and providing recognition as appropriate.

 

The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams.

 

You will also engage in the direct support, guidance, and development of assigned direct reports. As the Director, you will manage people leaders with a total headcount of ~60 across the US.

  

Ready to #MakeYourMark? Apply now!  

WHAT YOU'LL DO: Responsibilities

• Daily call center activities including: WFM Planning, resource allocations, performance management - ultimately focused on core KPIs (Average speed to answer, average handle time, schedule adherence, OSAT).  Team Meetings, 1:1, skip levels, round tables
• Represent participant persona on key organizational initiatives designed to improve the participant’s experience
• Responsible for the measurement of the New Hire experience, their engagement, and knowledge transfer to be productive
• Partners with other Service Senior Leaders, GMs, and VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development
• Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining strategies that will ensure associate and client satisfaction and retention through effective management within the RS environment
• Provides guidance, coaching and assistance as needed to ensure Knowledge and Continuous Learning team 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
• Strategic business partner that works with business unit leadership to assist in achieving mission and objectives through learning and performance management services.
• Anticipates business unit needs and recommend effective solutions.
• Coaches’ senior and mid-level managers and provides them recommendations for action to improve organizational performance
• Human performance improvement conducts business, performance, and cause analysis. Selects and implements learning interventions to enhance associates' performance and business results in line with business unit strategies and goals.
• Identifies and recommends other interventions needed to enhance associate performance such as role clarification, process standardization, management feedback and coaching, etc.

TO SUCCEED IN THIS ROLE: Requirements

• This position will sit in our El Paso, TX location. We support a hybrid working arrangement; 3 days in the office (minimum) and 2 days at home.
• 10+ years of related direct experience in a call center/client service environment with at least 3 years of direct leadership or managerial experience
• Must possess strong business acumen and a passion for talent development
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• Develop and maintain high engagement with not only your direct leadership team but indirect reports as well
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries
• Leads and inspires a highly 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.
• Experience leading a contact center across diverse markets with an understanding of contact center technologies, key performance metrics, and a track record of delivering results in productivity, quality, and talent development
• Ensure client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual client service teams
• Collaborating with members of their Senior Teams on all strategy regarding client support requirements
• Proactively manages staff hiring and development to move within the organization
• Prepares associates for growth opportunities and acts as a mentor
• 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
• Travel 10-20% as needed

A college degree is preferred but not required. What is 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.

Qualifications

BONUS POINTS FOR THESE: Preferred Qualifications

• FINRA certifications a plus
• Retirement industry experience, specifically working with 401(k) plan sponsors or plan participants 
• Creative thinker with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives.
• Excellent communication, time management, project management and change management skills.
• Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements.
• Knowledge of HCM (Human Capital Management).
• Ability to anticipate and adapt to changing conditions and opportunities.
• Ability to prioritize issues and work under the pressure of time constraints.
• Ability to leverage data to make strategic business decisions.
• Business acumen and financial knowledge.
• Ability to deliver results in a fast paced, high volume, and high pressure environment.
• Proven ability to influence without direct authority across matrixed global organizations.
• Experience leading large, strategic, or multi‑disciplinary initiatives with enterprise‑level impact.
• Experience shaping future‑state operating models and service strategies to support organizational scale
• Strong talent acquisition skills for entry level roles with the ability to attract, develop, and retain talent consistently. 
• 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

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• 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 nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to integrate your work and your life more easily.
• Focus on your mental health and well-being. We are 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 are you waiting for? Apply today!