Sr. Director Client Services - Retirement Services

ADP is a leading global provider dedicated to offering comprehensive cloud-based human capital management (HCM) solutions that seamlessly unify HR, payroll, talent, time, tax, and benefits administration. Recognized as a pioneer in business outsourcing services, analytics, and compliance expertise, ADP has established itself as a forward-thinking organization deeply committed to fostering a corporate culture that cherishes innovation, diversity, equity, inclusion, and belonging. The company values each employee's unique perspectives and talents, building a down-to-earth environment that encourages fresh ideas and supports continuous growth. ADP has attracted recognition from numerous esteemed bodies within the industry for its exemplary workplace and impactful initiatives, making it not only a preferred employer but also an organization that values ethical standards in every facet of its operations.

The role of the Senior Director - Client Services within ADP's Small Business Services, particularly in the Retirement Services organization, is a pivotal leadership position. This role focuses on shaping and executing overarching strategies to service and support designated market segments effectively. The Senior Director manages multiple service teams and is responsible for overseeing key performance indicators such as Net Promoter Score (NPS), client retention, productivity, and associate engagement. This individual leverages analytical insights, client feedback, and input from associates to enhance both client and employee experiences substantially.

In this capacity, the Senior Director is charged with driving the professional development and performance of service teams and managers, maintaining a detailed daily review of quality and productivity metrics, and providing relevant coaching and recognition. The position commands leadership over approximately 75 associates across the United States, distributed among four direct reports. This role requires a proactive, data-driven leader who thrives on fostering strong relationships, both internally with senior leaders and team members, and externally with clients.

This hybrid work opportunity is based in El Paso, TX, and involves overseeing call center operations including workforce management planning, resource allocation, and continuous engagement strategies to optimize customer service metrics. The role also involves significant collaboration with senior organizational leaders to promote associate engagement, retention, talent development, and the overall enhancement of service delivery.

Ideal candidates for this role will bring over 12 years of direct experience in client service or call center environments, with a minimum of 3 years in a leadership capacity, and possess FINRA licensing including SIE, Series 6, 63, and 26. They must demonstrate outstanding leadership qualities, strategic business acumen, excellent communication skills, and an ability to influence across matrixed global organizations without direct authority. The Senior Director will also focus on mentoring and developing talent within the organization to ensure high performance and seamless succession planning.

ADP provides a supportive work environment where employees are encouraged to be themselves and engage in numerous business resource groups that foster connection and belonging. The company also emphasizes work-life balance, mental health, continuous learning, and community involvement with initiatives such as paid time off for volunteering. Joining ADP means becoming part of a company that not only delivers industry-leading solutions but also prioritizes its employees' growth, health, and inclusiveness in a collaborative culture dedicated to ethical business practices and social responsibility.