Director of Service

Overview

In this role you will lead ADP UK’s enterprise Service teams to deliver exceptional client outcomes and sustainable growth. You will manage a large network of leaders and service professionals, driving operational excellence and strong client retention while boosting engagement. You will translate data insights into improved service delivery and position ADP as a strategic partner for clients. You will influence cross-functional teams and lead initiatives that shape the future of Service within UKISE.

Pay / Benefits

• 25 days holiday
• private medical insurance
• pension scheme
• gym subsidies
• employee discount portal
• life assurance cover

Responsibilities

• Lead service teams to deliver outstanding client experiences while meeting operational, financial, people and strategic goals
• Forging strong collaboration with Product teams to enhance client outcomes
• Act as a thought leader for innovative ways of working and adopting new technologies (e.g., AI) to improve client experience
• Develop and implement the service strategy aligned with UKISE and business priorities
• Achieve retention, revenue, NPS, efficiency and profitability through leadership and execution
• Coach and develop a high-performing leadership team with succession planning
• Maintain executive relationships with key clients and handle escalations
• Partner with Sales, Implementation, Product, Finance, and other functions to drive growth and retention
• Drive operational excellence via process improvement, technology adoption and automation
• Utilize data, insights and MI to identify trends, mitigate risks and enhance service delivery
• Ensure governance, risk management, compliance, data security, audit readiness, and resilience
• Remove barriers to performance and foster accountability, innovation and continuous improvement
• Lead organizational change initiatives and support strategic programmes
• Plan workforce and resource needs for current and future requirements
• Champion associate engagement and cultivate a high-performance culture
• Contribute to UK Service Leadership Team and broader strategy
• Perform other duties as required

Key requirements

• Experience leading large-scale service delivery or customer-facing organisations
• Director-level experience
• Cross-industry experience bringing new approaches to HCM
• B2C experience applicable to ADP B2B clients
• Strong commercial acumen balancing client, associate and business outcomes
• Proven track record in leading leaders and high-performing teams
• Excellent analytical and presentation skills for senior stakeholders
• Strong influencing and relationship-building abilities
• Experience delivering transformation and operational improvements
• Governance, risk management and business continuity experience
• Excellent verbal and written communication
• Ability to lead in fast-paced, complex environments
• Passion for developing people and culture

• leadership
• influencing
• communication
• data-driven decision making
• analytics and MI
• governance and risk management

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