Senior Client Account Manager

The Senior Client Account Manager (Senior CAM) is responsible for ensuring the overall quality and timely delivery of global payroll while enhancing client satisfaction. Acting as the main contact for key or complex accounts, the Senior CAM understands the client’s structure and needs, drives governance meetings, tracks KPIs, and ensures all deliverables meet expectations. They represent ADP with professionalism, respond quickly to feedback, build trust, and lead improvement initiatives to secure long‑term client success.

Essential Duties & Responsibilities

• Complete mandatory onboarding training during the first month and engage in ongoing learning campaigns.
• Create and maintain accurate standardized payroll processing documentation for assigned clients.
• Lead Welcome to Service / Celergo walkthroughs and demos for clients, prospects, and internal & external stakeholders.
• Facilitate workshops, refreshers, and share best practices with internal or external teams, acting as champions.
• Identify process gaps, propose improvements, and contribute to internal projects, pilot programs, or task forces.
• Manage a portfolio of high‑complexity clients, overseeing the complete payroll cycle from data input to pay date and ensuring key milestones are respected.
• Ensure step‑by‑step processes are followed, promoting standard process adoption.
• Manage client payroll calendars, ensuring payrolls are paid on time.
• Ensure client deliverables and SLAs are completed timely and accurately.
• Generate reports to analyse, audit, and reconcile payroll data; audit payroll calculations from global payroll providers.
• Manage all steps of the funding process for payment solutions.
• Highlight and escalated relevant matters that may impact client payroll processing; propose solutions and workarounds.
• Deliver timely and accurate monthly metric reports.
• Manage system configuration changes; ensure correct mapping between local payroll systems and central platforms, liaising with internal teams.
• Troubleshoot and support internal process activities (e.g., NPS, CAR‑LOB, T2S tracker).
• Address billing discrepancies promptly, including incorrect or past due invoices.
• Act as the primary local client contact, fostering long‑term relationships through consistent communication.
• Schedule and facilitate regular service reviews and ad‑hoc meetings to resolve high‑priority items.
• Drive stabilization programs and maintain issue logs, providing regular updates to clients and ADP leadership.
• Collaborate with local partners and ADP teams to solve issues, accelerate progress, and drive client satisfaction.
• Manage first‑level local escalations: analyse issues, coordinate resolution across teams, and keep the client informed until closure.
• Support root‑cause analysis, contribute to corrective and preventive actions, and present RCA findings to the client.
• Provide operational support to CAMs, peers, and leadership in managing complex or critical escalations.
• Act as the primary global/regional contact for the client; manage strategic relationships, governance calls, and follow‑ups.
• Oversee SLA reporting, ensure dashboard accuracy, and drive improvement plans for underperforming payrolls.
• Collaborate on client projects and retention strategies based on feedback and performance metrics.

Metrics & KPIs

• On‑time and accurate delivery of all payroll outputs and month‑end reporting/metrics.
• Meeting contractual SLAs for ticket resolution.
• Productivity targets: number of payrolls/payslips managed monthly.
• Client satisfaction (NPS) and zero security incidents.
• Timely and successful completion of mandatory training.
• Account ownership targets.

Requirements

• Strong client relationship and account management skills.
• Business proficiency in English (verbal and written); bilingual skills are a plus.
• Degree or equivalent work experience in Business Administration, HR, Finance, or related fields.
• 5+ years of work experience, 3+ years in a service environment.
• Proficient in office and collaboration tools: MS SharePoint, MS Office, and ticketing tools.

Other Skills and Abilities

• High level of responsibility, self‑directed.
• Strong consultative skills; exercise judgment and make recommendations.
• Strong relationship‑building and cross‑cultural collaboration skills.
• Active listening, empathy, and communication skills.
• Effective presentation, facilitation, and meeting management skills.
• Excellent time management, organization, prioritization, and proactivity.
• Collaboration, coordination, and conflict management skills.
• Analytical thinking, problem‑solving, and troubleshooting.
• High attention to detail, adaptability, and resilience.
• Strict confidentiality with payroll data.

A Little About ADP

We are a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax, and benefits administration, and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down‑to‑earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.

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 workplace.