Vice President, Client Services (UpMarket) - Major Accounts Services

ADP is hiring a Vice President – Up Market Service within our Major Accounts Services organization.

In this role as Vice President, Up Market Service, your primary responsibility is to ensure the effective management of the Client Service organization that supports the ongoing service needs for the highest revenue clients within the Major Accounts Services business unit. You will ensure the delivery of world class service and the continuous improvement of overall client metrics including satisfaction and retention.

As the Vice President, you will have responsibility for 3 direct reports and ~175 associates across different locations that support ADP WorkForce Now clients in the mid-market space. The team is comprised of dedicated Account Managers and support professionals that possess expertise in the Workforce Now product, payroll and tax. In addition to these teams, this leader will oversee the client loyalty team consisting of Executive Relationship Managers and ancillary roles that provide strategic oversight for a subset of the client-base. All teams are responsible for the overall satisfaction of their assigned portfolio of clients. This includes the resolution of client inquiries through various communication channels from key partners in the areas of, but not limited to, HR, Benefits and Workforce Management. 

Ready to #MakeYourMark? Apply now!

WHAT YOU'LL DO: Responsibilities

• Ensure long-term client satisfaction and retention by reinforcing a culture of quality and client relationship building. Manage client satisfaction survey delivery and feedback by survey analytics. Monitor client satisfaction through regular, proactive internal and external meetings to discuss areas of service delivery improvements.
• Ensure the team acts as the client advocate by understanding product opportunities and connect internally to help prioritize product enhancements
• Manage the business process framework/foundation for the Major Accounts Client Service organization including Loyalty, in alliance with peers across the other hubs. This includes implementation, sales, service, training, and operational processes.
• Lead and inspire a highly virtual and matrix-managed organization in human resource management activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals, employee relations, mentoring, talent/career development, and rewards/recognition based on achievement of goals. Ensure alignment to the service center model guide thus promoting standardization. Implement service center tools, initiatives, and organizational structures to meet changing client demands.
• Ensure the incorporation of associate communication channels in alignment with the other Major Accounts Services functional areas.
• Gain commitment, alignment, and engagement in the pursuit of Major Accounts Services' mission, vision and values. These principles are at the forefront of decision-making and all other hub activities to ensure overall success.
• Collaborate with Major Accounts Division staff and Support/Hub/Utilities partners to ensure strategic processes and client satisfaction.
• Demonstrate awareness and understanding of strategic goals/priorities and focus the team on the most important organizational priorities.
• Proactively communicate service center objectives and results with clients, leadership team, and all functional areas.
• Ensure client services leadership team is held accountable to service center productivity goals by effectively balancing call activity and resources among virtual client service teams. Proactively plan staffing requirements across virtual sites to meet service level agreements and leverage talent in assigned hub and across the Major Accounts enterprise.
• Recognize and monitor service center metrics to identify trends, strengths and opportunities.
• Plan and monitor service center financials: ongoing labor allocation and expense analysis, planning and forecasting.
• Proactively manage staff development. Prepare associates for growth opportunities and encourage associates to move within the organization. Ensure adherence to the skill-based pay program.
• Manage rewards and recognition based on achievement of goals.
• Perform other related duties as assigned, including participation in councils, strategic initiatives, acquisitions, alliances, stretch assignments for strategic opportunity and collaboration opportunities with other Business Units.

 TO SUCCEED IN THIS ROLE: Requirements

• This is a hybrid role (3 days in the office minimum). The qualified candidate will sit in our Norfolk VA office and should have a proven track record of managing teams in a virtual and in-office setting.
• BA/BS in Business Administration, or the equivalent in education and experience.
• 15+ years in a service or implementation environment with hands on experience in management of service and operational teams.
• Leader of Leader experience.
• Within the years of experience, must possess at least 5 years of successful and progressive managerial experience (Leader of Leader)
• Must possess great leadership qualities with the focus on a team-based approach using collaboration and driving an engaging and inclusive culture
• Must possess integrity, ambition, and be results-oriented
• Must have a demonstrated ability in the following areas:
• Set and meet aggressive goals for operational effectiveness
• Identify and develop talent across an organization
• Must possess an “executive” presence and skills to build strong, working relationships from front-line associates to senior executives
• Excellent time management, communications, decision making, presentation, leadership and organization skills
• Acts as the executive escalation point for sales and client related implementation issues. Ability to communicate strategy and create a shared vision
• Maintains highly collaborative and effective business relationships within ADP; knows the people and resources that can provide assistance and appropriately escalate issues
• Ability to work effectively as part of a team working toward a common goal
• Acts as a catalyst for change and continuous improvement
• Skilled in setting aggressive measurable goals and objectives and being measured against them; motivated by the challenge of achieving specific, challenging, and focused results
• Encourages different and innovative approaches to addressing business opportunities; channels innovations into smart standards for Hubs
• Business acumen, knowledge of the industry and competition or ability to get up-to-speed quickly, strong comprehension of ADP's products and process, and demonstrated proficiency in conflict resolution
• Excellent written and oral communication skills
• Ability to manage clients and associates virtually in an effective way
• Ability to travel 1-2 times per month

 A college degree is great but not required. What's 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

 SUCCESS FACTORS:

 Leadership -- Alignment, Talent Development

• Demonstrated capacity for innovative and out-of-the box thinking
• Embrace ideas, questions, challenges, feedback and prudent risk-taking without the fear of occasional failure
• Ability to focus and guide others in accomplishing work objectives
• Ability to build and lead a team
• Reputation for developing other people
• Maintains an environment where top performers can progress

 Personal -- Adaptability, Service Orientation/Client Focus

• Respects the rights of fellow associates and others
• Committed to the highest ethical standards
• High learning agility
• Demonstrated mental ability
• Views learning as a continuous process
• Ability to be decisive when faced with tough decisions involving difficult tradeoffs
• High degree of emotional resilience
• Works as an effective agent of change

Interpersonal -- Collaboration

• Fosters collaboration among team members and among other ADP businesses
• Use effective interpersonal styles and communication methods to gain followership
• Encourages an open, honest, and informal flow of communications
• Ability to listen and respond with empathy
• Motivates and inspires others to act

BONUS POINTS FOR THESE: Preferred Qualifications

• Advanced degree preferred
• Understands the Major Accounts' operations, ADP product capabilities and sales process.
• HCM Industry a plus
• Ability to motivate and lead others; highly collaborative planning ability; superior business acumen, communication, and business judgment. Experience in a matrix organization
• Ensure business partnering with key stakeholders to set the standards to achieve and lead