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

📌 Sr. Director (Pune)
🏢 ADP
📍 Pune