VP Service-G22142

We are hiring a Vice President, Service – Global Payroll Americas within our ESI organization.

• Do you get excited about working and partnering with Sales, Implementation and others in the service chain to ensure success?
• Do you enjoy working through big client challenges and providing innovative and optimized solutions that blend product, process and people?
• Are you a leader that enjoys upholding values, energizing a team and exceeding goals? If so, you’d fit right in with this dedicated team that makes amazing things happen to each other and our clients every day.

Well, this role may be the perfect role for you!

ADP Employer Services is leading the payroll market in the World and provides payroll and Human Resource services to clients looking for outsourcing solutions.

The Global Payroll Organization is committed to providing World Class Service to all clients by hiring, developing and retaining qualified professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.

As a member of ADP’s Global Payroll Leadership team, the Vice President of Service is responsible, on a regional scope - for successful project realization in compliance with ADP Global Payroll methodology and financial goals.

This role has overall responsibility for service delivery across the Americas, including the United States, Canada, Mexico, and Central and South America. The Vice President is accountable for operational performance, client experience, workforce leadership, financial results, and the overall effectiveness of the regional service organization.

As leader of a $470M+ region, the Vice President serves as executive sponsor for key clients, drives service excellence, and partners across the business to advance strategic priorities. This highly visible role requires strong executive presence, operational rigor, sound judgment, and the ability to lead in a complex, matrixed environment.

Global Payroll is transforming from a regional, product-centric organization to a client-centric operating model.

Over time, the incumbent is expected to transition from a regional orientation to a client segment-oriented leadership role, with full ownership and accountability for service delivery to clients within the segment. The successful candidate will play a key role in shaping, piloting, and scaling this model.

The Vice President develops and maintains common methods, processes and procedures to ensure continuity of these methods, processes and procedures throughout the world. You will report to the SVP ESI, Global Payroll. You will have 6 direct reports with ~700 indirects across the different countries.

Ready to #MakeYourMark? Apply now!

WHAT YOU’LL DO: Responsibilities

The role will oversee multiple pillars as outlined below:

Deliver financial and strategic objectives for Global Payroll Service Americas

• Lead the Americas service organization to achieve financial, operational, and strategic objectives while maintaining a strong client experience
• Manage resources and ancillary costs to optimize revenue growth, NOI, and both associate and client outcomes in line with annual operating plans
• Monitor business performance and operating results against plan, and take timely corrective action where needed
• Identify cost-saving opportunities and implement changes that improve efficiency without compromising service quality

Build a seamless, scalable, and modern service delivery model

• Partner with senior leaders across ADP and the partner network to strengthen a seamless, standardized, scalable, and increasingly automated global service delivery model
• In collaboration with Transformation & Business Excellence, regional leaders, and center-of-excellence partners, develop processes and automation that foster consistency and optimize service operations
• Ensure teams are trained, prepared, and supported in their roles, with consistent role design and selection criteria across regions
• Challenge legacy processes and generate innovative ideas that improve service delivery and client outcomes

Optimize staffing models, metrics, and service quality

• Define and optimize staffing models and performance metrics with a focus on automation, client satisfaction, quality, and consistency
• Establish processes, procedures, and organizational structures that support high-quality service operations aligned to global standards
• Improve training, tools, and processes in line with the Global Payroll strategy to increase effectiveness and efficiency
• Support the execution of the Global Payroll worldwide location strategy to strengthen organizational alignment and service delivery capability

Contribute as a senior global leader

• Serve as a key member of the Global Payroll Senior Leadership Team, providing updates and recommendations on clients, operations, strategy, and process improvement
• Contribute to the definition, development, rollout, and management of business strategies that support the overall objectives of the Global Payroll organization worldwide
• Represent Global Payroll in presentations, strategic discussions, client-facing forums, and pre-sales activities as appropriate
• Participate actively in Senior Leadership Team meetings and broader enterprise discussions
  

Strengthen client outcomes and manage escalations effectively

• Stabilize and improve service operations while reducing avoidable cost and service disruption
• Build and maintain strong client relationships, acting as executive sponsor for selected clients as needed
• Manage and reduce client escalations effectively and with urgency
• Improve Net Promoter Scores by building and executing meaningful regional action plans
• Partner proactively with regional service leaders and key stakeholders to monitor business health across loyalty, operations, service quality, security, training, and relationship management

Embed a culture of continuous improvement and automation

• Build and sustain a culture of continuous improvement, accountability, and strong associate engagement
• Execute the ESI Service Delivery Systems strategy to improve ease of use, adoption, and interaction through regular client and associate feedback
• Leverage global best practices to accelerate the development and deployment of solutions that optimize processes across Global Payroll
• Oversee disaster recovery and service recovery efforts in the Americas region, in partnership with the Global Security organization, including related operational communication channels

Build leadership capability and organizational depth

• Ensure timely and effective hiring, development, and retention of strong talent across the service organization
• Provide leadership in recruitment, succession planning, leadership development, and employment branding initiatives as required
• Define and support the implementation of relevant training plans for service associates and leaders
• Proactively establish succession plans for key Service leadership roles across the Americas

Lead strategic initiatives and drive execution

• Communicate the strategic importance of key projects and build compelling business cases to secure funding and buy-in
• Act as executive sponsor for client and operational initiatives to ensure successful delivery and stakeholder confidence
• Support strategic initiatives, stretch assignments, and collaboration opportunities across business units and teams

Critical Success Factors, Skills and Experience

• Strong understanding of Global Payroll, Human Capital Management, and client operating environments.
• Deep client focus and commitment to world-class service.
• Exceptional communication, influencing, and executive presentation skills.
• Ability to articulate strategy, build alignment, and lead through change.
• Proven success leading large, complex, matrixed, and geographically dispersed organizations.
• Experience driving operational excellence, automation, transformation, and process improvement.
• Strong financial, business, regulatory, and compliance acumen.
• Ability to influence senior stakeholders and lead cross-functional teams.
• Strategic thinker with strong execution and decision-making capabilities.
• High energy, resilience, integrity, and results orientation.

Leadership Attributes

• Build Trust & Belonging: Creates an inclusive and engaging environment.
• Develop Talent: Builds high-performing teams and future leaders.
• Act Decisively: Demonstrates sound judgment and executive presence.
• Champion Change: Leads transformation and innovation.
• Foster Collaboration: Builds strong partnerships across functions and geographies.
• Drive Execution: Delivers results through disciplined execution and accountability

TO SUCCEED IN THIS ROLE: Requirements

• Hybrid working arrangement - 3 days in the local office and 2 days at home. Locations where the well-qualified candidate may sit: Alpharetta, GA or Schaumburg, IL.
• BA/BS in Business Administration, or the equivalent in education and experience
• 15+ years experience leading a large, complex, matrixed service and/or implementation organization preferbly multi-country leadership experience
• Fluent in English; additional language(s) preferred.
• Proven experience leading transformation, change management, and strategic initiatives.
• Experience working across global and multicultural environments.
• Strong track record of driving operational performance, client satisfaction, and business results.
• Experience managing budgets, resources, and P&L performance.
• Demonstrated success developing leaders, building succession pipelines, and leading high-performing teams.
• Outside of about 30%+ domestic travel required, international travel will be required several times a year