Sr. director

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)