Senior Manager, Outsourced Payroll – ADP RUN

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Oversee the ADP RUN or ADP Workforce Now (WFN) outsourced payroll service delivery team

• Take charge of overall performance and daily leadership for the designated service line and complete client portfolio

• Set operational priorities, service expectations, escalation procedures, and performance benchmarks

• Address intricate payroll escalations and client issues in collaboration with internal specialists, ADP, and other partners

• Track service delivery trends and implement scalable enhancements, controls, and quality standards

• Ensure client satisfaction, retention, and relationship growth, striving to maintain a renewal rate of 90% or higher year-over-year

• Facilitate executive-level discussions with clients, conduct recurring business assessments, and develop recovery strategies for at-risk relationships

• Recognize and seek opportunities to enhance existing client connections through additional Baker Tilly services

• Lead, mentor, and develop Account Managers and their respective teams

• Directly supervise at least two Account Managers, each overseeing approximately 4-8 team members

• Establish expectations, mentor performance, support career advancement, and create succession and coverage plans

• Manage group capacity, staffing, margins, pricing, proposals, new business initiatives, and ongoing client governance

• Assess scope, effort, staffing, delivery risks, out-of-scope tasks, and recurring inefficiencies

• Lead or engage in new and ongoing business discussions

• Develop pricing, scope assumptions, staffing models, and proposals in collaboration with firm leadership and business development resources

• Assist in the transition of sold work into implementation and continuous service delivery

• Stay updated on payroll practices, multi-state compliance, ADP RUN and/or ADP Workforce Now functionalities, and firm service offerings

• Engage in continuing education and share pertinent knowledge with the team

• Carry out additional responsibilities aligned with the role

⛳️ Requirements

• A minimum of eight (8) years of experience in leading, coaching, and mentoring teams, including direct oversight of people managers

• A Bachelor's degree is mandatory

• Certification as a Certified Payroll Professional (CPP) is required

• Advanced expertise in ADP RUN and/or ADP Workforce Now (WFN), with the capability to lead complex payroll issue resolution

• Proven experience in managing a client service portfolio, including client retention, service recovery, recurring business reviews, and executive-level communications

• Demonstrated ability to manage capacity, staffing, utilization, pricing, scope, and account margins within a professional services setting

• Experience in identifying and advancing cross-service opportunities that enhance existing client relationships

• Strong understanding of payroll processes, including multi-state processing, controls, compliance, reconciliations, and vendor coordination

• Exceptional problem-solving, judgment, organization, project management, negotiation, and written and verbal communication skills

• Ability to convert operational and financial data into clear decisions, priorities, and action plans

• Advanced skills in Microsoft Office, particularly Excel; capable of learning and utilizing firm and client systems

• Dedication to outstanding client service, quality, ethical conduct, continuous improvement, and timely execution

🏝️ Benefits

• Competitive compensation and benefits package for eligible employees