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JOB TITLE: BTS PS

REPORTS TO: Client Services Manager-Beyond Payroll

NOTE TO ADP ASSOCIATES

An associate must be in his/her current position for a minimum of 18 months to apply for any internal openings. When applying for an internal position, please inform your leader of your application.

Inspiring Innovation is a core value at ADP. Our Business Engineering Solutions Department is responsible for providing Process Innovation, Project Management, Operations Management, Learning Services and Quality Assurance Services leadership to the ADP organization. We identify and implement initiatives across ADP functions, with a focus on Service and Implementation.

RESPONSIBILITIES

• Builds product and ADP knowledge that instills confidence in our clients.

• Participates in ongoing departmental improvement initiatives.

• Uncovers client needs, sources the cause of the issue using effective probing techniques and provides resolutions ensuring a Stellar Service client experience.

• Ensures proper, timely follow-up on assigned cases to ensure service level agreements meet ADP standards and that the client experience is seamless.

• Participates in ADP client retention efforts, including helping to identify clients-at-risk.

• Creates accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge base. Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Business Unit.

• Attends client calls and assists Client Services Manager with escalations as needed

• Actively coaches and mentors fellow associates to elevate skill set and knowledge, providing feedback to Manager where additional coaching or training is required.

• Leverages knowledge of work combined with understanding of team strengths to help support a strength’s-based team model when possible

• Supports team daily by providing accurate technical guidance to programming inquiries and when appropriate, providing direction on what should be the client and/or ADP’s responsibility.

• Responsible for working with other Group Technical Leads to find efficiencies and streamline / standardize business processes and develop best practices- for example creating documentation all regions can leverage when communicating with clients (YE client communications)

• Acts as a Premier Change Management Champion for all projects and initiatives

• Assists in root cause analysis as needed for any systemic issues impacting the team

• Gains a broad understanding of Workforce Now including the many complex features and configuration options.

• Continually maintains and upgrades knowledge and skill base through a wide variety of available resources to ensure familiarity; learns future products and new tools as they are deployed.

• Learns, understands, maintains, and contributes to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes

• Partners with other Group Technical Leads to assist in developing effective documentation and knowledge base of client and team information

Experience, Skills, Academic:

REQUIREMENTS:

• 3-5 years client facilitating experience in a corporate learning environment.

• Bachelor’s degree in HR management or Adult Education or equivalent experience.

• Excels in a fast-paced project environment with shifting client priorities and needs.

• Communicate effectively in written, visual, and verbal form.

• Resourceful, self-starter, dependable and passionate.

• Demonstrated Project Management, Time Management skills and problem-solving skills.

• HR knowledge

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. We’ve received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition (https://www.adp.com/about-adp/awards-and-recognition.aspx) .

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. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.