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)