Vice President – Service, MAS South Region (UpMarket) Position Available In Richmond, Georgia

264062

Date:

05/07/2025
Service

VICE PRESIDENT – SERVICE, MAS SOUTH REGION

(UPMARKET)
Augusta, Georgia, United States
, Description
ADP is hiring a Vice President, Service (South Region) – Major Accounts Services organization.
Do you get excited about working in an organization that is growing quickly and navigating uncertainty?
Do you enjoy working through complex challenges and providing innovative and optimized solutions that blend product, process, and people?
Are you a leader that is ready for a big leadership challenge/opportunity?
Well, this may be the role for you. Ready to make your mark?
In this role as the Vice President, Major Account Services (South Region) UpMarket. The primary responsibility is to ensure the effective management of the Client Service organization within the Major Accounts Service Hub. Ensures the delivery of World Class Service and the improvement of overall client metrics including satisfaction and retention. Responsible for evaluating the success of the service initiatives and tools regularly and establishing goals for continuous improvements. Ensures the client services organization has highly effective and professional associates to achieve service goals.
As a Leader of Leaders, your primary responsibility will be to ensure the effective leadership and management of a team comprised of 4 leaders and 1 individual contributor in several different ADP locations. You will manage ~155 indirects with about ~20 Front-Line Leaders.
Ready to #MakeYourMark? Apply now!

WHAT YOU’LL DO

Responsibilities
Acts as the executive escalation point for sales and client related implementation issues
Manages the business process framework/foundation for the Major Accounts Client Service organization, in alliance with peers across the other Hubs. This includes implementation, sales, service, training, and operational processes.
Leads and inspires a highly virtual and matrix-managed organization in human resource management activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals, employee relations, mentoring, talent/career development, and rewards/recognition based on achievement of goals.
Ensures the incorporation of associate communication channels in alignment with the other Major Accounts Services functional areas.
Gains commitment, alignment and engagement in the pursuit of Major Accounts Services’ mission, vision and values. Keeps these principles at the forefront of decision-making and all other hub activities to ensure overall success
Collaborates with MA Division staff and Support/Hub/Utilities partners to ensure strategic processes and client satisfaction
Ensures alignment to the service center model guide thus promoting standardization. Implements service center tools, initiatives, and organizational structures to meet changing client demands.
Demonstrates awareness and understanding of strategic goals/priorities and focuses people on the most important organizational priorities.
Proactively communicates service center objectives and results with clients, leadership team, and all functional areas.
Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing call activity and resources among virtual client service teams. Proactively plans staffing requirements across virtual sites to meet service level agreements and leverage talent in assigned hub and across the MA service enterprise.
Recognizes and monitors service center metrics identifying trends, strengths, and opportunities.
Plans and monitors service center financials: ongoing labor allocation and expense analysis, planning and forecasting.
Ensures long term client satisfaction and retention. Manages client satisfaction survey delivery and feedback by survey analytics. Monitors client satisfaction through regular, proactive internal meetings to discuss areas of service delivery improvements.
Maintains high level of focus on improving benchmark standards.
Proactively manages staff development. Prepares associates for growth opportunities and encourages associates to move within the organization.
Ensures adherence to the Skill Based Pay program. Manages rewards and recognition based on achievement of goals.
Performs other related duties as assigned, including participation on councils, strategic initiatives, acquisitions, alliances, stretch assignments for strategic opportunity and collaboration opportunities with other SBUs.

TO SUCCEED IN THIS ROLE

Requirements
BA/BS in Business Administration, or the equivalent in education and experience.
15+ years in a service or implementation environment with hands on experience in management of service and operational teams.
Leader of Leader experience.
Excellent leadership and motivational skills.
Extensive experience in operations or process improvement, with in-depth knowledge of delivering a high-quality client experience.
Creative thinking with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.
Excellent communication, time management, project management and change management skills.
Proven ability to develop and execute strategic business plans and a proven ability to develop leaders.
Must be recognized as an individual with outstanding leadership skills, professionalism, communication, business acumen and planning capabilities.
Proven partnership with other senior-level functional leaders to achieve results.
Ability to communicate strategy and create a shared vision.
Key attributes &

Success Factors:

Leadership – Alignment, Talent Development
Adaptability, Service Orientation/Client Focus
Interpersonal /Collaboration

BONUS POINTS FOR THESE

Preferred Qualifications
MBA and/or advanced degree.
C-Suite experience possessing responsive and concise communication skills, both verbal and written.
Demonstrated ability to work across organizations with limited supervision.
Strong analytical skills and ability to produce high quality and volume at a fast pace.
Prior service centre management experience preferred. Knowledge of the business services / enterprise software / human capital management industry.
Ability to influence and lead cross-functional teams.
A person who thinks and acts at the senior level.
Ability to travel up to 30% of time, depending on business needs.
Understands the Major Accounts’ operations, ADP product capabilities, and sales process.

YOU’LL LOVE WORKING HERE BECAUSE YOU CAN

Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
Focus on your mental health and well-being. We’re here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.
Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.
What are you waiting for? Apply today!
A little about

ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We’ve received recognition for our work by many esteemed organizations, learn more at .
Diversity, Equity, Inclusion & Equal Employment Opportunity at

ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at

ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP’s culture and our full set of values.