Client Service Director/VP

ADP TotalSource is one of the nation's largest and most innovative HR outsourcing firms providing both a Professional Employer Organization (PEO) and Administrative Services Organization (ASO) model. We provide small and mid-sized businesses with an integrated suite of services including HR administration, compliance management, safety and risk management, payroll and tax administration and employee benefits.



With more than $700 million in revenues and a current annual growth rate of over 20%, we provide a dynamic work environment and great personal growth opportunities. ADP TotalSource is part of ADP, which has more than $8 billion in revenues and 600,000 clients worldwide and is one of the largest providers of a broad range of premier, mission-critical, cost-effective transaction processing and information-based business solutions.
ESSENTIAL RESPONSIBILITIES

1. Develops and implements long and short-term strategies for the client service organization to ensure efficient and effective delivery of optimal service to the client base. Collaborates with other regional departments on strategic objectives and coordinates efforts between departments to meet those objectives. Consults with corporate partners and other ADP regional Client Relations Executives regarding business service challenges and solutions to enhance the service delivery platform, performance and associate development. Establishes quality and efficiency standards in all areas of responsibility and ensure that these standards are measured and reviewed on an ongoing basis

2. Develops a field service model, which includes all operating policies, procedures and standards required for the support of ADP's payroll product in the region. Analyzes and implements technological, strategic and tactical improvements that enhance ADP's service delivery platform and associate performance. Secures all necessary technical and training support services

3. Directs the activities of the client service organization in local, and possibly remote, locations to ensure the delivery of optimal client service. Provides leadership for superior client service delivery and client retention through the implementation of ADP's World Class Service business model and business systems and tools within the region (i.e. ACCESS, Witness, SIS, IEX, etc.). Directs call center administration to ensure that service level standards are maintained and effective associate scheduling policies are in place.

4. Manages and controls the Client Service Department's expenses and budget. Allocates capital resources based on associates/equipment needs ultimately responsible for the department's profit line.
REQUIREMENTS
1. Education: Bachelor's Degree required or the equivalent in experience and education. MBA preferred. SPHR certification preferred.

2. Experience: Strong understanding of HR practices and laws; Strong understanding of PEO concept, issues and operations; Strong client relationship management experience; Has run a sizeable organization

3. Generic Skills: Strong business skills and savvy Strong relationship and presentation skills
Strong analytical skills
Strong managerial and motivational skills
Strong communication skills
Ability to manage multiple priorities
Ability to lead other through tough situations

4. Skill Competency Requirements:
Service Oriented: Understands the perspective of the client and takes action(s) to integrate the client's needs with the products and strategic direction of ADP; builds a relationship of trust and respect with the clients.

Industry Knowledge: Applies the understanding of industry terminology, process flow and structure to problem solving and communications.

Decision Making: Makes decisions in a timely manner, after reviewing available information and alternatives. Sees beyond immediate effects when making a decision.
Organizational Savvy: Maintains a good rapport with all departments within ADP; knows the people and resources that can provide assistance and appropriately escalates issues.

People Management: Adapts management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize department results.

ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.