Sr. Director
ADP
Job Description
Job Description
Job Title: Sr. Director, Client Services – Major Account Services (MAS)
\nFunction: Client Service
\nBusiness Unit: Major Account Services (MAS)
\nLocation: Pune
\nPosition Summary
\nThe 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.
\nThis 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.
\nThe 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.
\nKey Responsibilities
\n1. Strategic Client Leadership
\n- \n
- Own the service experience for a portfolio of MAS HCM clients, ensuring alignment to client business goals and workforce strategies \n
- Establish and maintain executive-level client relationships, acting as a trusted advisor \n
- Drive client retention, growth, and advocacy through differentiated service delivery \n
- Represent the voice of the client in enterprise initiatives, influencing product and service enhancements \n
2. Service Strategy & Delivery
\n- \n
- Define and execute enterprise service strategies tailored for complex HCM clients \n
- Ensure delivery against SLAs, service quality standards, and client expectations \n
- Lead continuous improvement initiatives leveraging analytics, client insights, and operational data \n
- Partner cross-functionally to drive seamless end-to-end client lifecycle support \n
3. Operational Excellence
\n- \n
- Oversee performance across teams, including client satisfaction, case resolution, productivity, and quality metrics \n
- Drive data-informed decision-making through analysis of performance trends and service insights \n
- Optimize resource allocation and service models to address scale and complexity in MAS \n
- Ensure effective escalation management and risk mitigation for high-impact client issues \n
4. Leadership & Talent Development
\n- \n
- Lead and develop a multi-layered leadership team, fostering a culture of accountability and excellence \n
- Drive associate engagement, retention, and succession planning \n
- Build leadership capability to manage complex, enterprise client environments \n
- Champion a client-centric culture across the organization \n
5. Enterprise & Cross-Functional Partnership
\n- \n
- Collaborate with senior leaders across Sales, Product, Implementation, and Operations to align on client strategies \n
- Influence enterprise-wide initiatives related to client experience, service transformation, and scalability \n
- Anticipate evolving client and market needs, recommending innovative solutions and service enhancements \n
Success Measures (KPIs)
\n- \n
- Client Satisfaction (NPS) \n
- Client Retention & Revenue Protection \n
- Service Quality & SLA Performance \n
- Operational Productivity & Efficiency \n
- Associate Engagement & Retention \n
- Leadership Bench Strength & Succession Readiness \n
Required Qualifications
\n- \n
- 15+ years of experience in client service, account management, or service delivery \n
- Graduation/Post Graduation \n
- 5+ years in senior leadership roles, managing leaders and large teams \n
- Strong HCM domain knowledge (Payroll, Workforce Management, HR, Benefits) \n
- Proven track record of driving client retention, satisfaction, and service delivery excellence \n
- Experience in matrixed, cross-functional environments \n
- Strong business, financial, and operational acumen \n
- Ability to influence executive stakeholders internally and externally \n
Preferred Qualifications
\n- \n
- Proven success managing large, multi-state or global client portfolios \n
- Experience leading service transformation or operating model redesign \n
- Advanced analytics and data-driven decision-making capabilities \n
- Strong executive presence and communication skills \n
- Experience shaping future-state service delivery models \n
Leadership Competencies (align to ADP values driven leadership)
\nLeadership Competencies (Aligned to ADP's Values-Driven Leadership Model)
\nBuild Trust & Belonging
\nCreates an inclusive, engaging environment where associates feel valued and empowered.
\nKey behaviors: Includes diverse perspectives, mitigates bias, builds team connection
\nFoster Collaboration
\nDrives cross-functional alignment with an enterprise mindset.
\nKey behaviors: Builds relationships, brings teams together, embraces curiosity
\nGrow Our People
\nDevelops strong, future-ready teams through coaching and growth opportunities.
\nKey behaviors: Elevates performance, provides strengths-based feedback, supports career development
\nChampion Change
\nLeads transformation and continuous improvement with clarity and empathy.
\nKey behaviors: Seeks input, drives improvements, communicates change effectively
\nAct Decisively
\nUses data and judgment to make timely, informed decisions.
\nKey behaviors: Gathers insights, evaluates impact, takes accountable action
\nExecute Every Day
\nDelivers consistent results through accountability and clear expectations.
\nKey behaviors: Sets priorities, coaches effectively, drives and shares outcomes
\nCareer Level Alignment (Internal Architecture)
\n- \n
- Career Stage: Senior Leadership \n
- Scope: Multi-team leadership, enterprise client portfolio ownership, span of control \n
- Impact: Direct impact on revenue retention, client outcomes, and strategic growth \n
- Complexity: High (large clients, multi-product HCM environment, matrixed organization) \n