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 creative 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 ADP’s 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)

📌 Sr. Director (Pune)
🏢 ADP
📍 Pune