Director Client Loyalty ADP Los Angeles

Job Description: • 2-minute read •
ADP is hiring a Director-Client Loyalty. In this position you will assist the Relationship Management Executive in directing the overall client retention strategies through the leadership of the Relationship Managers. Demonstrates awareness and understanding of strategic goals and priorities. Focuses team on the most important organizational priorities.

Gains commitment, alignment and engagement in Major Accounts' mission, vision and values. Ensures the delivery of World Class Service and the improvement of the overall client relationships including satisfaction and retention. Understands the perspective of the client and takes proactive steps to maximize client satisfaction, including client outreach programs as applicable. Staffs the Relationship Manager positions with highly effective and professional service associates. Contributes to achieving growth objectives through loss prevention programs. Travel required to support client visits and strengthen client relationships.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:
Responsible for executing the direction of client retention strategies through the leadership of the Relationship Managers.
Collaborates with MA Division staff, Sales, Implementation Service Centers, Support Centers and Utility partners (across all business segments) to ensure strategic processes and client satisfaction.
Ensures alignment to the Client Service Executives and service center model.
Implements relationship management tools, initiatives and organizational structures to meet changing client demands.
Executes and upholds relationship management program standards.
Responsible for the Mentoring Program for all HR Services Relationship Managers.
Proactively manages staff hiring and development.
Prepares associates for growth opportunities and acts as a mentor.
Provides guidance, coaching and assistance as needed to ensure their development and professional growth.
Responsible for training of Relationship Managers.
Partners with TPS on curriculum design.
Collaborate with other MAS Outsourcing Executives on operational, financial, staffing and/or training strategies.
Responsible for evaluating the success of the service initiatives and tools and establishing goals for continuous improvements.
Build and effectively manage the MAS Outsourcing Relationship Management operational performance metrics.
Enrich the service delivery model by collaborating with Sales and Product Management on opportunities for future growth initiatives.
Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:
Over 5 Years, Up to 8 years in a client service or implementation environment.
Bachelor's Degree or its equivalent in education and experience

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
Prior service center management experience preferred. PHR, SPHR, CPP, CEBS preferred
Organizational Savvy: Maintains a good rapport with all departments; knows the people and resources that can provide assistance and appropriately escalate issues.
People Management: Adapts management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize department results.
Judgment
Probing and Analysis
Strategic Planning
Presentation skills which includes superior verbal and written Communication

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