Job Description Job Title: Sr. Director, Client Services – Major Account Services (MAS)
n Function: Client Service
n Business Unit: Major Account Services (MAS)
n Location: Pune
n Position Summary
n 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.
n 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.
n 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.
n Key Responsibilities
n 1. Strategic Client Leadership
n n Own the service experience for a portfolio of MAS HCM clients, ensuring alignment to client business goals and workforce strategies
n Establish and maintain executive-level client relationships, acting as a trusted advisor
n Drive client retention, growth, and advocacy through differentiated service delivery
n Represent the voice of the client in enterprise initiatives, influencing product and service enhancements
n n 2. Service Strategy & Delivery
n n Define and execute enterprise service strategies tailored for complex HCM clients
n Ensure delivery against SLAs, service quality standards, and client expectations
n Lead continuous improvement initiatives leveraging analytics, client insights, and operational data
n Partner cross-functionally to drive seamless end-to-end client lifecycle support
n n 3. Operational Excellence
n n Oversee performance across teams, including client satisfaction, case resolution, productivity, and quality metrics
n Drive data-informed decision-making through analysis of performance trends and service insights




n Optimize resource allocation and service models to address scale and complexity in MAS
n Ensure effective escalation management and risk mitigation for high-impact client issues
n n 4. Leadership & Talent Development
n n Lead and develop a multi-layered leadership team, fostering a culture of accountability and excellence
n Drive associate engagement, retention, and succession planning
n Build leadership capability to manage complex, enterprise client environments
n Champion a client-centric culture across the organization
n n 5. Enterprise & Cross-Functional Partnership
n n Collaborate with senior leaders across Sales, Product, Implementation, and Operations to align on client strategies
n Influence enterprise-wide initiatives related to client experience, service transformation, and scalability
n Anticipate evolving client and market needs, recommending innovative solutions and service enhancements
n n Success Measures (KPIs)
n n Client Satisfaction (NPS)
n Client Retention & Revenue Protection
n Service Quality & SLA Performance
n Operational Productivity & Efficiency
n Associate Engagement & Retention
n Leadership Bench Strength & Succession Readiness
n n Required Qualifications
n n 15+ years of experience in client service, account management, or service delivery
n Graduation/Post Graduation
n 5+ years in senior leadership roles, managing leaders and large teams
n Strong HCM domain knowledge (Payroll, Workforce Management, HR, Benefits)
n Proven track record of driving client retention, satisfaction, and service delivery excellence
n Experience in matrixed, cross-functional environments
n Solid business, financial, and operational acumen




n Ability to influence executive stakeholders internally and externally
n n Preferred Qualifications
n n Proven success managing large, multi-state or global client portfolios
n Experience leading service transformation or operating model redesign
n Advanced analytics and data-driven decision-making capabilities
n Strong executive presence and communication skills
n Experience shaping future-state service delivery models
n n Leadership Competencies (align to ADP values driven leadership)
n Leadership Competencies (Aligned to ADP's Values-Driven Leadership Model)
n Build Trust & Belonging
n Creates an inclusive, engaging environment where associates feel valued and empowered.
n Key behaviors: Includes diverse perspectives, mitigates bias, builds team connection
n Foster Collaboration
n Drives cross-functional alignment with an enterprise mindset.
n Key behaviors: Builds relationships, brings teams together, embraces curiosity
n Grow Our People
n Develops strong, future-ready teams through coaching and growth opportunities.
n Key behaviors: Elevates performance, provides strengths-based feedback, supports career development
n Champion Change
n Leads transformation and continuous improvement with clarity and empathy.
n Key behaviors: Seeks input, drives improvements, communicates change effectively
n Act Decisively
n Uses data and judgment to make timely, informed decisions.
n Key behaviors: Gathers insights, evaluates impact, takes accountable action
n Execute Every Day
n Delivers consistent results through accountability and clear expectations.
n Key behaviors: Sets priorities, coaches effectively, drives and shares outcomes
n Career Level Alignment (Internal Architecture)
n n Career Stage: Senior Leadership
n Scope: Multi-team leadership, enterprise client portfolio ownership, span of control
n Impact: Direct impact on revenue retention, client outcomes, and strategic growth
n Complexity: High (large clients, multi-product HCM environment, matrixed organization)
n

📌 Sr. Director (Pune)
🏢 ADP
📍 Pune