DIRECTOR CLIENT EXPERIENCE - RETENTION AND QUALITY

ADP is hiring a Health Care Reform Director of Client Experience.
Are you ready to join a company offering career advancement opportunities throughout your career journey? Do you want to join a team with world-class service to help you achieve success, growth, and continued learning? Are you looking for an inclusive environment with a culture of collaboration and belonging? Are you an innovative thought leader focused on growing market share and transformation? Well, this may be the role for you.
Ready to make your mark? Come join our fast-growing Health Care Reform business as a Health Care Reform Director of Client Retention and Quality.
In this role, the Director is responsible for serving as a strategic and trusted partner to Health Care Reform leaders to ensure the best client experience is delivered with every interaction.
Your quality assurance team will be provide strategic insights and spot trends for additional coaching and training for HCR associates.
In this role, you will aid in making sure ADP is continued to be known as the ACA expert and valued partner for ADP's largest clients regarding ACA eligibility, affordability, reporting, analytics, penalties, exchange management, related source data files, and cross-platform integration points.
You and your team will be accountable for validating we are delivering superior client service and supporting clients who purchase in ADP's Comprehensive Health Compliance solution.
But your role does not stop at quality, you will be responsible for re-imaging and leading the Health Care Reform client retention and client risk/loss programs.
You will collaborate and align with key stakeholders including service, team leaders, Global Product &Technology, NAS, Smart Compliance Solutions, and all business partners to enable us to grow and retain relationships at all levels within a client's organization as well elevate our service model as we enter new markets and grow our business.
You will determine the most efficient and valuable strategies for our service leaders to manage their book of business for risk and loss.
You will help to create the future for how HCR manages client retention and maintains the industry-leading position for ACA services and technology.
You will also manage the world class NPS program.
While HCR is known for world class NPS scores there is still much to learn from our clients and their feedback is invaluable in helping us to improve everyday.
You will help to guide us into the future with our NPS program.
A little about ADP.
We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more.
We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging.
We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more.
Learn more about DEI at ADP on our YouTube channel.
http://adp.
areers/DEI_Videos To learn more about Client Services at ADP, watch here.
https://adp.
areers/Client_Services_Videos What you'll do.
Responsibilities What you can expect on a typical day.
Ensure Excellent Service Delivery.
You will manage all daily activities of a quality specialist team who role is to ensure excellent client service is delivered in an effective manner on calls and through process adherence.
Attention to Detail Counts.
In addition to leading daily activities of your team to ensure that all work is completed according to scheduled deadlines, you will ensure work is completed with attention to detail, quality standards, priorities, and overall goals.
You will look for ways to improve the overall financial performance of the business.
Processes for Consistency.
You will oversee the use of standard process workflows by your quality assurance team to deliver a consistent experience across the HCR service organization in terms of delivering feedback, call observations, and conducting reviews for process adherence.
Share Results.
Analyzing team data collected and preparing reports and read-outs for senior leadership so you can share your team's results and/or that of the HCR service organization are examples of methods of how you will share results of your team and that of the overall business.
Strategic thought.
You will lead independently and be accountable for the strategic thought on major initiatives.
Three major initiatives you will lead is the Client Retention program, Risk/Loss process for the HCR business, and the NPS program for the HCR business.
Cross-Functional Collaboration.
You will need to actively participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with others in HCR and other business units and create alignment from these broad cross-functional stakeholders on strategic initiatives/efforts independently.
Collaboration for Client Retention.
This will be paramount as you endeavor to manage the client retention program for the HCR business to create appropriate action plans to improve and sustain client satisfaction and loyalty.
Improve Every Day.
As a Director, identify trends and opportunities independently and proactively that would enhance overall business performance.
Create, deploy and track (ongoing) processes, etc.
Manage Performance with Feedback.
Evaluating associates on performance and completing performance pulses on all associates is just the first step of performance management.
Providing associates periodic performance feedback versus their objectives and conducting annual compensation conversation with them is the most critical step of the performance management loop.
TO SUCCEED IN THIS ROLE.
At least 8+ years of experience managing small to large business-to-business client relationships and process or project initiatives At least 8+ years of leadership experience At least 5+ years of successful and proven client retention strategy experience A college degree is great but not required.
What's more important is having the skills to do the job.
If you don't have a college degree, other acceptable experiences could include.
Experience noted above, OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.
BONUS POINTS FOR THESE.
Preferred Qualifications Prior leadership training Managing and developing a complex team 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 nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
Continuously learn through ongoing training, development, and mentorship opportunities.
Be your healthiest.
Best-in-class benefits start on Day 1 because healthy associates are happy ones.
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 impactupon 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.
#LI-Hybrid #LI-AH1 Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP.
ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including.
race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability.
Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP.
ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.
We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful