Director, Relationship Management

ADP is hiring a Director, Relationship Manager.

• Are you ready to lead a team of amazing Relationship Service Representative and invest in their success?
• Do you enjoy being part of a close-knit team where teammates have your back?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

Well, this may be the role for you. Ready to make your mark?

In this role, the Director, Relationship Manager will be responsible for planning, monitoring and executing strategies to drive success of Major Accounts' Technical Lost Business and Termination processes. This is a national role that requires an experienced leader who can operate in a highly complex and virtual environment, that demonstrates ability to influence performance results through heavy collaboration with regional leaders, strong financial acumen and analysis skills, with demonstrated change management expertise. Assists the Service Executive in directing the national TLB client retention forecasting, term processing optimization and creation of retention strategies to reduce financial exposure to MAS. Directs the efforts of virtually based Relationship Services Representatives (TLB associates) in partnership with the India based leadership team. Demonstrates high level awareness and understanding of MAS strategic retention goals and priorities resulting in the ability to help each region successfully meet their loss plan for the fiscal year. Gains commitment, alignment and engagement from each center's Client Loyalty leadership team by ensuring proper oversight and consultative recommendations are provided on each regions TLB balance and loss trends. Staffs the TLB positions with highly effective and professional service associates who demonstrate a strong focus for continual process improvement that identify retention opportunities and revenue protection opportunities.

WHAT YOU'LL DO: Responsibilities

What you can expect on a typical day:

Manages national TLB work processing efforts for all MAS regions by partnering with regional RM's on loss data and trends. Develops and implements strategic objectives to ensure timely case resolution, accurate and quality processing, while minimizing financial exposure. Works with internal and external clients and Business Partners to anticipate and address client / business concern. Ensures adequate policies and procedures are in place for proper and effective escalation of critical issues handled both stateside and in the offshore TLB team. Identifies, prioritizes and mitigates high-level TLB retention risks, both financial and client with a keen focus for business process improvement opportunities to improve revenue retention.  Partner with Region RMs on loss data and trends on day, week and monthly basis. Review TLB report weekly with RM's to develop strategies on how to manage terminations quickly and accurately. Partner with other functional areas and business units to support the termination process and reduce aged loss activity. Provide strategy recommendations and workflow optimization ideas to India TLB leadership during month end activity while maximizing productivity and dollars termed. Identify processes to improve soft losses and no starts according to ADP policy. Identify processes to improve forecasting for the week and month back to the Regions. Provide summary report on peak days/weeks to Senior Leadership and Finance team. Analyze TLB report to determine any trends in spike of balance due to increase in market losses. Provide analytics each month summarizing losses and trends on the TLB report.  Provides strategic direction, focus, and alignment with management team on establishing goals and objectives. Defines, recruits, staffs, and manages the organizational model to meet business needs and project future business needs. Establishes and manages against performance metrics. Modifies priorities in line with changing business demands. Communicates with staff to improve operating procedures, and develop/implement new procedures when needed. Works with Center Managers on all facets of staff development including Individual/team goals, coaching/counseling, training, mentoring, performance, career planning, and management development. Fosters an inclusive environment of dedicated and engaged associates. Performs other related duties as assigned.

TO SUCCEED IN THIS ROLE:

BONUS POINTS FOR THESE: Preferred Qualifications:

• Ability to assess team members' performance and provide motivational support
• Ability to work both independently and as part of a team
• Ability to recognize basic procedural issues as they arise, and escalate to the appropriate level
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Proficient in the latest web technologies and working knowledge of various operating systems
• Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures

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, fast-paced environment with plenty of opportunities to progress.
• Continuously learn. Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Balance work and life. Resources and flexibility to more easily integrate your work and your life.
• 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 impact upon 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.