Sr Time Specialist

• Rapidly resolving client queries in response to phone calls, CRM and emails
• Continuously improving process and service
• To solve complex client queries, issues and requests on T&A ADP applications and deliver all other related services accurately and on time.

KEY RESPONSIBILITIES :

To ensure delivery of excellent service through :

• Resolving client queries, issues and requests to client satisfaction within agreed service levels
• Identifying and implementing service, process and product improvements
• Managing CRM and email case loads whilst being available to answer client phone queries
• Managing client expectations with regard to case resolution timescalesEnsuring that product knowledge is kept up to date.
• Identifying and implementing service and process improvements
• Guaranteeing full collaboration and team working with the rest of the Time Team and with his / her Team Leader

KEY DUTIES / TASKS :

• Communicate 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.
• Resolving CRM, phone and email client queries, issues and requests in relation to the ADP’s applications to client satisfaction and meeting quality and delivery targets
• Escalating client queries, issues and requests that cannot be resolved to 2nd line after full investigation
• Use the relevant systems (such as CRM) to log, update and track client requests.
• Take accountability for the successful resolution of client queries, issues and requests within the agreed timeframe and to the right standard
• Contribute to root cause analysis and collaborating in implementing solutions to prevent reoccurrence of client queries, issues and requests
• Actively Managing own knowledge and skills to meet task productivity and quality standards
• Working in collaboration with Payroll Departments in order to guarantee the respect of the data quality provided and the service delivery on time.
• Process client data in line with departmental processes & procedures
• Identifying service, process and product improvements
• Maintain knowledge of current ADP products and services
• Coaching new / junior colleagues to gain product and process knowledge

SUPERVISORY RESPONSIBILITIES :

• Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
• Reports to the Time Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE :

Knowledge required

• Microsoft Office
• Knowledge of Time & Attendance legislation
• Knowledge payroll legislation appreciated

Skills required :

• Data importing, extraction and report writing skills
• Client (internal and external) Relationship ability
• Excellent knowledge of the T&A ADP tools and their parametrization rules; good knowledge of the formulas.
• Ability to analyze root cause of issue for client and translate into non technical language
• Ability to organize a large volume of concurrent work in order to achieve productivity targets
• Ability to remain calm under pressure and deliver consistent and high quality service to clients
• Able to flex communication style based on setting and purpose
• Analytical approach to problem solving and decision making.
• Able to quickly assimilate and retain new information
• Effective team player who is able to contribute to team culture
• Prone to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors
• Flexible and responsive to change
• 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 :

• Economic Studies (desirable)
• Knowledge of major CCNL
• Experience of working with a CRM tool
• Good communicator both verbally and writing
• Aptitude in managing Client Relationship
• Minimum of 4 years’ experience working in a bureau environment (hr department or CDL)