Director Client Service & Product Support

ADP is hiring a Director Client Service & Product Support.

 

 In this role, you’ll provide the strategic focus of the Wisely Card organization to ensure delivery of optimal service and improvement of overall client and associate satisfaction and financial goals. You will also provide overall direction and leadership to your team and manage the activities of team members through guidance, direction, development and coaching. You will handle complex, escalated and unresolved client issues. You will anticipate business and regulatory issues, and recommend product, process or service improvements. You may occasionally serve as backup for the Service Executive to whom you report.

 

No two days are the same, you are responsible for ensuring ADP’s compliance with regulatory (e.g., regulation E) and third-party requirements.  You should have knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.  Escalating operational gaps or compliance concerns with management.  You will participate in compliance related training and communication programs, as needed.  You will implement compliance training to associates based on job responsibilities and monitor and evaluate associate performance, including compliance related matters, provide learning or coaching opportunities, and take corrective action, if necessary.

 

To thrive in this role, you must have a way with clients and team members to build rapport, establish trust, and shine with professionalism. You will partner with Implementation, Product, and other internal partners to ensure that clients derive the full value of their ADP products and services. Our client satisfaction scores, and client team sentiment will make you proud when done successfully. We'll also have a healthy dose of fun along the way. You can find a career here and relationships that last in a company that values inclusion.

 

Ready to #MakeYourMark? Apply now!

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

 

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

 

Service Support: You will provide back-end support to the Service organization, and they have some of the world's largest and most prestigious organizations in their book of business. You will be responsible for delivering on the execution of organizational excellence and profitable growth. You will serve as a consultant and business partner to Senior Management internally and to the Client's Executive Management. You work with a distributed service team, consult with internal clients and evaluate worksite needs in regard to services, proactively developing, implementing, and monitoring service plans which will directly impact the effectiveness of client companies. As necessary, you will act as an escalation point person.

 

Client Relationship Policy Management: You will provide continual communication and coordination for functional activities to other departments to ensure effective client support. You will coordinate with Enterprise Learning, Global Product & Technology, Sales, Implementation and other supporting departments on all product and program changes and provide technical support for resolution of issues as they arise. You will collaborate with other departments on strategic objectives and coordinate efforts between departments to meet those objectives.

 

Department Leadership: You will serve as leader, and role model, leading, directing, motivating, coaching, counseling, and mentoring while providing daily support and direction to your team. You will be tasked with managing more complex situations and escalated issues, leading projects for clients internally that involve the Wisely Card offering. You will assist with performance planning and associate development and take a front-line role in training all new associates in your space. You will routinely conduct performance evaluations, succession planning and take corrective action when appropriate. You will also prepare, monitor, and maintain reports, project plans, and budgets.

 

Drive Strategic Programs: You will part