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 ADPs 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)