Senior Director, Service

Department: Client Service Operations, Celergo Streamline

Location: Bucharest, Staines, Barcelona

Reports to: VP of Client Service Operations

About the Role

ADP is seeking a dynamic and strategic Senior Director, Service to lead and enhance our client service experience. In this role, you will be responsible for the strategic direction and operational excellence of our Global Payroll Managed Service clients across EMEA. You will drive performance in key areas such as client satisfaction (NPS), retention, productivity, and associate engagement, ensuring we consistently deliver superior service.

As a senior leader, you will oversee the optimization of systems, team structures, and service processes to achieve operational efficiency. You will foster a high-performing, client-centric culture that emphasizes associate development, recognition, and retention.

Success in this role will be measured by client satisfaction, retention, operational efficiency, and associate engagement. If you are passionate about leading service excellence and driving innovation, we invite you to join us at ADP.

Key Responsibilities

Client Service & Operational Excellence

• Define and execute the strategy for servicing and supporting clients across EMEA.

• Continuously evaluate and implement strategies to improve client inquiry resolution and service availability.

• Leverage data analytics, client feedback, and associate insights to enhance service quality and efficiency.

• Ensure service processes align with best practices in data security, mitigating risks while safeguarding client information.

• Identify and implement opportunities for product and process improvements, collaborating with key stakeholders.

Leadership & Team Development

• Lead a high-performing, client-focused service organization that promotes associate engagement, career growth, and retention.

• Set performance goals, monitor progress, and implement strategies to drive operational excellence.

• Foster a culture of continuous improvement, innovation, and collaboration across departments and geographical locations.

• Partner with leadership teams to define business goals, manage budgets, and implement incentive programs.

Strategic Client & Partner Engagement

• Serve as a key liaison between clients, associates, and executive leadership, ensuring client needs align with ADP’s strategic vision.

• Develop and maintain strong relationships with key clients, proactively addressing service issues and identifying opportunities for enhanced client retention.

• Collaborate with internal teams to address escalated client concerns and implement long-term solutions.

Financial & Business Management

- Oversee financial planning for the EMEA service organization, including budgeting, forecasting, and cost optimization.

- Analyze financial performance and implement strategies to improve efficiency and profitability.

- Ensure effective resource allocation to balance workload and maintain service quality standards.

What You Need to Succeed

Required Qualifications

• Proven experience in a senior operations leadership role within a fast-paced service environment.

• Strong leadership abilities with a demonstrated ability to drive engagement, collaboration, and an inclusive culture.

• Executive presence with the ability to build relationships across all levels, from front-line associates to senior executives.

• Strategic thinker with the ability to assess current trends, identify opportunities, and drive change.

• Exceptional communication, decision-making, and problem-solving skills.

• Experience managing organizational change, multiple priorities, and high-performance teams.

Preferred Qualifications

• Experience in a large matrix organization with international teams.

• Knowledge of the Human Capital Management (HCM) industry, preferably in Global Payroll delivery.

• Advanced leadership training or postgraduate qualification in a relevant field.

Why Join ADP?

Culture & Inclusion

• Be part of an inclusive workplace that values equity, belonging, and diverse perspectives.

• Connect globally through Business Resource Groups that align with your interests and experiences.

Career Growth & Development

• Advance your career in a dynamic, agile environment with ample opportunities for professional growth.

• Access ongoing training, mentorship, and leadership development programs.

Well-being & Benefits

• Best-in-class benefits from Day One, prioritizing your physical and mental well-being.

• Work in an organization that promotes work-life balance and well-being initiatives.

Corporate Social Responsibility

Join a company that gives back—ADP supports volunteering, community service, and sustainability initiatives.

If you’re ready to lead, innovate, and elevate client service at ADP, apply today and be part of a team that’s shaping the future of service excellence in Global Payroll.