Acts as the service center champion and point person for all new or revised service center Client Services product releases. Monitors and reports on the status of assigned projects including identifying actual or potential issues which may delay final results or deliverables. Proactively identifies regional support issues pertaining to new products and procedures and recommends appropriate resources. Maintains comprehensive knowledge of applicable products, regional operating systems and procedures by participating in focus groups, product committees and business conferences. Provides the highest level of client service technical support in the service center, supporting other Service Support Specialists and being the final escalation point in the service center before escalating to Corporate Payroll Support. Assists in the development and delivery of product training for the Service Support Specialists. Supports Call Mentors as necessary.
RESPONSIBILITIES:- Acts as the service center champion and point person for all new or revised regional Client Services product releases.
- Identifies and develops project plans and required resources with Corporate Project Team members and service center personnel.
- Researches the appropriate method and strategy to be used to successfully complete a project.
- Identifies and implements new internal procedures for improving the quality of the Client Services Department.
- Acts as the central point of communication to the department / service center for all updates to LUMIN, process, procedures, etc.
- Monitors and reports on the status of assigned projects including identifying actual or potential issues which may delay final results or deliverables.
- Analyzes the impact of new or revised products on regional operations.
- Identifies potential problems and assumes a lead role in coordinating their resolution with appropriate departments.
- Provides the highest level of client service technical support in the service center.
- Acts as a mentor to all Service Support Specialists under the guidance of the appropriate Service Manager.
- Assists in the development and delivery of product training for the Technical Support Specialists.
- Participates in or facilitates the monthly Service Support Specialists meeting.
- Proactively identifies regional support issues pertaining to new products and develops and/or provides appropriate resources.
- Coordinate the Year-End booklet and is involved in Year-End planning. Coordinates mass emails to clients as necessary.
- Maintains comprehensive knowledge of applicable products, service center operating systems and procedures by participating in focus groups, product committees and business conferences.
- Reviews and participates in the monthly mainframe release meeting and disseminates information as necessary.
- Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:- Bachelor's Degree in Business Administration or the equivalent in education and experience. CPP, PHR, or SPHR certifications preferred.
- Extensive ADP Client Service payroll background with resultant knowledge of service and operations workflow methods, procedures and various ADP operating systems essential.
- This level of experience is typically acquired after a minimum of five years of client services and operations experience in Employer Services regional and group staff functions.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- Demonstrated project management experience involving projects with varying levels of complexity required.
- Strong verbal and written communication, project management, and presentation skills required.
- Ability to work under pressure of time constraints and to handle multiple projects simultaneously.
- Excellent organization and PC skills required.
