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Director of Service
Location: Our Staines office - 2, Causeway Park, The Causeway, Staines-upon-Thames, Staines TW18 3BF
Hybrid working: 3 days in office and 2 days from home
Closing date: 14th August
Job Purpose:
In this role, you will lead ADP UK's enterprise Service teams, where you will be responsible for developing and executing strategies that deliver exceptional outcomes for our clients while driving sustainable business growth. You will lead a large team of leaders and service professionals, ensuring operational excellence, strong client retention, high associate engagement and the achievement of key business objectives. Building on your deep operational expertise, you will continuously improve service delivery performance, strengthen client relationships and create an environment where associates can thrive and develop.
You will be focused on improving clients' day-to-day experience, increasing retention, improving Net Promoter Scores (NPS), driving operational efficiency and ensuring ADP continues to be viewed as a strategic partner by our clients. Through effective leadership, innovation and data-led decision making, you will help shape the future of Service within ADP UKISE.
Working as part of the Senior Service Leadership Team, you will play a key role in delivering our vision of being ADP's differentiator through world-class service delivery and outstanding client outcomes.
THINGS YOU’LL DO
- Lead the services teams to ensure delivery of outstanding client experiences and achievement of operational, financial, people and strategic objectives.
- Build strong relationships with Product teams to facilitate ever improving client outcomes
- Be a thought leader and advocate of new ways of working and new technologies such as artificial intelligence to improve client experience
- Develop and execute the service strategy, ensuring alignment with broader UKISE and business priorities.
- Deliver retention, revenue, NPS, operational efficiency and profitability objectives through effective leadership and execution.
- Lead, coach and develop a high-performing leadership team, creating a strong succession pipeline and future leadership capability.
- Build strong executive relationships with key clients and act as an escalation point where required.
- Partner closely with Sales, Implementation, Product, Finance and other functions to support business growth and client retention.
- Drive operational excellence through process improvement, technology adoption and automation opportunities.
- Use data, insights and management information to identify trends, mitigate risks and improve service delivery performance.
- Ensure strong governance, compliance and risk management disciplines across the organisation.
- Maintain accountability for client data security, audit readiness, business continuity and operational resilience.
- Identify and remove barriers to performance, creating an environment focused on accountability, innovation and continuous improvement.
- Lead organisational change initiatives and support the successful implementation of strategic business programmes.
- Develop workforce and resource plans that support current and future business requirements.
- Champion associate engagement and create a culture that attracts, develops and retains top talent.
- Play a key leadership role within the UK Service Leadership Team and contribute to broader organisational strategy and decision making.
- Perform other duties and business initiatives as required and as the business dictates.
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WHAT YOU’LL NEED
- Significant experience leading large-scale service delivery, operations or customer-facing organisations.
- Proven success operating at Director level.
- A broad career history, working across various industries to bring new ways of working to the HCM segment
- Experience of consumer led industries so that you bring with you B2C experience and strategies to be applied to ADP B2B clients
- Strong commercial acumen with experience balancing client, associate and business outcomes.
- Demonstrable experience leading leaders and developing high-performing teams.
- Excellent analytical and presentation skills, with the confidence to engage senior stakeholders and executive audiences.
- Strong influencing and relationship-building capability both internally and externally.
- Experience delivering transformation, organisational change and operational improvement initiatives.
- Strong governance, risk management and business continuity experience.
- Excellent verbal and written communication skills.
- Ability to lead effectively in a fast-paced, complex and high-pressure environment.
- A passion for developing people and creating an engaging, high-performance culture.
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BONUS POINTS FOR THESE
- Knowledge of HR, Payroll and HCM outsourcing solutions.
- Experience operating within a BPO, managed services or professional services environment.
- International or multi-site leadership experience.
- Experience leading transformation, automation or digital service programmes.
- Knowledge of payroll legislation and operational delivery models.
BENEFITS:
- 25 days holiday (you can also buy and sell up to 5 days each year)
- Flexible benefits - private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
- Study support
- Employee Assistance Program
- Company social events
- Annual bonus scheme
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