8 hours
2018-05-232018-06-21

VP Client Service MAS (Major Account Services)

ADP
Norfolk, VA
  • Job Code
    151950
JobId: 151950
Job Title: VP Client Service MAS (Major Account Services)
Location: Norfolk, VA
Category: Client Service
Employment: Full-Time
Open Date: 2018-04-11T06:06:44Z Close Date: 2023-04-10T00:00:00Z

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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.
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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.
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ADP is hiring for a Vice President of Client Services in our Major Accounts (MAS) business. This role reports to the Sr. DVP/GM and is responsible for the development and implementation of goals for our Service functions including P&L influence.
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The primary responsibility is to provide inspiring leadership to our Client Service organization within Major Accounts Service. Ensuring the delivery of World Class Service and the improvement of overall client metrics including satisfaction and retention. Responsible for evaluating the success of the service initiatives and tools regularly and establishing goals for continuous improvements. Ensures the client services organization has highly effective and professional associates to achieve service goals.
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Are you a client service/success advocate, are you passionate about disrupting status quo to ensure a seamless, superior client experience, if so this role is for you!
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Drives business process continuous improvement efforts to address emerging market demands, evolving product and service strategies and to achieve competitive success. Keen eye on talent, selecting, developing and motivating highly effective teams. Establishing an environment which nurtures growth
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Partners and collaborates with other senior service leaders to develop enhanced service models and strategies that maximize quality and with a strong focus on a superior client experience, drive proactive solutions, service levels, quality and other key metrics leading to increased client retention.
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  • Advocates for the client and the field with Product Management and Development to drive product simplification from a user and serviceability perspective.
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  • Acts as the executive escalation point for sales and client related service issues.
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  • Manages the business process framework/foundation for the Major Accounts Client Service organization, in alliance with peers across the other Hubs. This includes implementation, sales, service, training and operational processes.
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  • Leads and inspires 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.
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  • Ensures the incorporation of associate communication channels in alignment with the other Major Accounts Services functional areas.
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  • Gains commitment, alignment and engagement in the pursuit of Major Accounts Services' mission, vision and values. Keeps these principles at the forefront of decision-making and all other hub activities to ensure overall success.
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  • Recognizes and monitors service center metrics identifying trends, strengths and opportunities.
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  • Plans and monitors service center financials: ongoing labor allocation and expense analysis, planning and forecasting.
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  • Ensures long term client satisfaction and retention. Manages client satisfaction survey delivery and feedback by survey analytics.
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  • Monitors client satisfaction through regular, proactive internal meetings to discuss areas of service delivery improvements.
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Qualifications:
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  • BA/BS in Business Administration, Human Resources or other related field; or equivalent in education and experience.
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  • 10 years experience in a client service or implementation organization with at least 5 years of leader of leader experience.
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  • Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles.
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  • Proven ability and experience to develop and executive strategic business strategies
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  • Prior success in building talent/leaders
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  • Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
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  • Ability to influence at all levels within a large matrixed organization.
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  • A relationship builder who partners collaboratively across the enterprise to ensure we are providing the best client experience and are achieving our business objectives.
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  • Ability to clearly communicate strategy across a variety of audiences
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Intellectually Curious
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Disruptor who questions status quo
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Coach and Mentor
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Highly analytical with the ability to tell the story based on the data and analytics
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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.
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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, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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VP Client Service MAS (Major Account Services)

ADP
Norfolk, VA

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ADP
Norfolk, VA

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