Lead, Client Centricity – SBS chef, Orientation client – SBS

ADP is hiring a Lead, Client Centricity – SBS Canada

• Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
• Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
• Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

In this position, the Lead, Client Centricity, is accountable for strengthening leadership capability and accelerating a client‑first culture across the Small Business Services (SBS) segment. This role partners with leaders at all levels to influence and enable sustained behaviour change, ensuring client‑centric leadership expectations are clearly understood, consistently demonstrated, measured and reinforced.

Acting as a trusted strategic advisor, this role promotes cultural change and supports leaders in translating client‑centric insights and strategy into practical behaviours, habits and decisions that shape how teams are led, coached and supported.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. We support you all the way in your efforts to achieve, learn and grow. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results‑Driven and Social Responsibility.

• Champion a client‑centric mindset by ensuring that expected behaviours are clearly defined, understood, and consistently demonstrated.
• Coach and support leaders in reinforcing client first behaviours through daily conversations, decision making and performance management.
• Partner with leaders to embed client‑centric behaviours into expectations and ways of working.

• Conduct strategic observations of leaders and leadership teams to identify behaviours enabling or inhibiting performance, engagement and client outcomes.
• Translate gathered insights, behavioural observations into actionable recommendations for the senior leadership team to address.
• Provide regular reporting on client‑centric trends, insights, progress and success measures to senior leadership.

• Lead and/or support the design and implementation of leadership‑focused initiatives, processes, tools and framework that align and reinforce client‑centric behaviours.
• Ensure initiatives are aligned to SBS strategy and integrated into operating rhythms such as leadership forums, performance cycles, and talent routines.
• Support leaders to strengthen client‑centric coaching capability within their teams, including effective feedback, observation and accountability conversations.
• Establish criteria to effectively measure client‑centric success initiatives.

• Bachelor's Degree or equivalent in education and experience with a major area of concentration in Business Administration, HR, or Organizational Development.
• 3‑5+ years experience as Professional Coach or equivalent required.
• 8+ years of Leadership experience or equivalent professional experience.
• Accredited coach training completed or in progress aligned to International Coach Federation (ICF) standards.
• Demonstrated ability to engage, influence and communicate with all levels of leadership.
• Strong understanding of culture and behaviour change, leadership coaching and client‑centric environments.
• Experience using data, observations and insights to identify trends and drive sustainable change.
• Excellent verbal and written communications skills with strong business acumen.

• Be yourself in a culture that values equity and inclusion and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your…