Sr. Director

Job description

**Job Title: Sr. Director, Client Services – Major Account Services (MAS)** **Function:** Client Service **Business Unit:** Major Account Services (MAS) **Location:** Pune **Position Summary** The Sr. Director, Client Services is a senior leadership role within **HCM Major Account Services (MAS)** , responsible for driving the **end-to-end service strategy and delivery** for a portfolio of Mid, large, complex, enterprise-level clients. This role ensures a **high-touch, consultative service model** that aligns with client business objectives, delivering measurable outcomes across **client satisfaction (NPS), retention, service quality, and operational excellence** . The leader operates as a **strategic partner** , influencing cross-functional teams across Sales, Implementation, Product, and Operations while developing a **high-performing leadership organization** to support client success at scale. **Key Responsibilities** **1. Strategic Client Leadership** - Own the **service experience for a portfolio of MAS HCM clients** , ensuring alignment to client business goals and workforce strategies - Establish and maintain **executive-level client relationships** , acting as a trusted advisor - Drive **client retention, growth, and advocacy** through differentiated service delivery - Represent the **voice of the client** in enterprise initiatives, influencing product and service enhancements **2. Service Strategy & Delivery** - Define and execute **enterprise service strategies** tailored for complex HCM clients - Ensure delivery against **SLAs, service quality standards, and client expectations** - Lead **continuous improvement initiatives** leveraging analytics, client insights, and operational data - Partner cross-functionally to drive **seamless end-to-end client lifecycle support** **3. Operational Excellence** - Oversee performance across teams, including **client satisfaction, case resolution, productivity, and quality metrics** - Drive **data-informed decision-making** through analysis of performance trends and service insights - Optimize **resource allocation and service models** to address scale and complexity in MAS - Ensure effective **escalation management and risk mitigation** for high-impact client issues **4. Leadership & Talent Development** - Lead and develop a **multi-layered leadership team** , fostering a culture of accountability and excellence - Drive **associate engagement, retention, and succession planning** - Build leadership capability to manage **complex, enterprise client environments** - Champion a **client-centric culture** across the organization **5. Enterprise & Cross-Functional Partnership** - Collaborate with senior leaders across **Sales, Product, Implementation, and Operations** to align on client strategies - Influence enterprise-wide initiatives related to **client experience, service transformation, and scalability** - Anticipate evolving client and market needs, recommending **innovative solutions and service enhancements** **Success Measures (KPIs)** - Client Satisfaction (NPS) - Client Retention & Revenue Protection - Service Quality & SLA Performance - Operational Productivity & Efficiency - Associate Engagement & Retention - Leadership Bench Strength & Succession Readiness **Required Qualifications** - 15+ years of experience in **client service, account management, or service delivery** - Graduation/Post Graduation - 5+ years in **senior leadership roles** , managing leaders and large teams - Strong **HCM domain knowledge** (Payroll, Workforce Management, HR, Benefits) - Proven track record of driving **client retention, satisfaction, and service delivery excellence** - Experience in **matrixed, cross-functional environments** - Strong **business, financial, and operational acumen** - Ability to influence **executive stakeholders internally and externally** **Preferred Qualifications** - Proven success managing **large, multi-state or global client portfolios** - Experience leading **service transformation or operating model redesign** - Advanced **analytics and data-driven decision-making capabilities** - Strong **executive presence and communication skills** - Experience shaping **future-state service delivery models** **Leadership Competencies (align to ADP values driven leadership)** **Leadership Competencies (Aligned to ADP’s Values-Driven Leadership Model)** **Build Trust & Belonging** Creates an inclusive, engaging environment where associates feel valued and empowered. **Key behaviors:** Includes diverse perspectives, mitigates bias, builds team connection **Foster Collaboration** Drives cross-functional alignment with an enterprise mindset. **Key behaviors:** Builds relationships, brings teams together, embraces curiosity **Grow Our People** Develops strong, future-ready teams through coaching and growth opportunities. **Key behaviors:** Elevates performance, provides strengths-based feedback, supports career development **Champion Change** Leads transformation and continuous improvement with clarity and empathy. **Key behaviors:** Seeks input, drives improvements, communicates change effectively **Act Decisively** Uses data and judgment to make timely, informed decisions. **Key behaviors:** Gathers insights, evaluates impact, takes accountable action **Execute Every Day** Delivers consistent results through accountability and clear expectations. **Key behaviors:** Sets priorities, coaches effectively, drives and shares outcomes **Career Level Alignment (Internal Architecture)** - **Career Stage:** Senior Leadership - **Scope:** Multi-team leadership, enterprise client portfolio ownership, span of control - **Impact:** Direct impact on **revenue retention, client outcomes, and strategic growth** - **Complexity:** High (large clients, multi-product HCM environment, matrixed organization)