SKILLS AND KNOWLEDGE:
Microsoft Office (including Advanced Excel)
Highest degree of ADP’s application knowledge, consistently achieving productivity and quality benchmarks for all skill elements
Strong data importing, extraction and report writing skills
Knowledge of the management and development of human resources processes and tools (compensation, performance, training , salary analisys, success and career , talent)
Knowledge of the notes travel expense management processes and tools
Excellent customer service skills
Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors
Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
Market Leadership: Drives a performance based culture that engages associates to achieve excellence(Client focus - Outside in Perspective – Bias for grow).
EDUCATION AND EXPERIENCE:
Italian language mandatory
Strong customer service experience
Payroll, Travel and Human Capital management experience appreciated
JOB PURPOSE: To investigate and solve complex client queries, issues and requests on Travel/HCM ADP applications.
To ensure delivery of Stellar Service through:
Guarantee monthly payroll/attendance data loading into the HCM system (payslips code, personal data)
Checking for errors that occurred during the load of payroll data
Creating new access users / deleting access users disable
Parametric editing tables
Managing data transfer
Entering, editing and deleting notes travel expenses
Authorization/Accounting/Payments notes travel expenses
Checking and changing notes travel expenses process authorization
Producing reporting to be delivered to the customer
Resolving complex client queries, issues and requests to client satisfaction
Ensure that product knowledge is kept up to date.
Identifying and implementing service and process improvements
Communicate thru CRM with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs
Take accountability for the successful resolution of complex and escalated client queries, issues and requests within the agreed timeframe and to the right standard
Use the relevant systems (such as CRM, telephony and Savvion) to log, update and track client requests through to satisfactory resolution.
Contribute to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
Actively managing own knowledge and skills to meet task productivity and quality standards
Coaching colleagues to gain product and process knowledge
Identifying service, process and product improvements
Perform other duties as required and as business dictates.
Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
Reports to the beyond payroll coordinator and has no direct supervisory responsibilities but will be expected to manage project resources.
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. Our unmatched experience, deep insights, and cutting-edge technology have transformed human resources from a back-office administrative function to a strategic business advantage. ADP serves more than 610,000 clients around the world today and helps organizations of all types and sizes unlock their business potential. For 60 years, we’ve led the way in defining the future of business outsourcing solutions and we remain one of the world’s most innovative, diverse and admired companies to work for today.