Bilingual Service Support Specialist

Job Description

ADP is hiring an experienced Service Solution Specialist (SSS). In this position, you will support our Payroll Consultant programming team to help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

Unlock Your Career Potential: Human Resources at ADP. It's at the very core of what we do. Whether it's partnering with associates inside ADP or outside with our clients - you work across all HR disciplines - management, benefits, payroll, risk management and compliance to deliver your human capital management expertise in an increasingly competitive global marketplace.

DEPARTMENT PROFILE

HRO provides a selection of Payroll, Human Resources and Benefits Administration services that can act as the Payroll or HR department for clients. These services enable our clients to create a customized solution that fits their current needs, while allowing the flexibility to add on modules as client requirements change or business grows.

POSITION SUMMARY

The HRO, Service Solution Specialist (SSS) assists in delivering the long-term strategy of the division by ensuring we are providing the highest level of service and support to our associates, internal partners and clients. The SSS must ensure timely resolutions of all assigned client escalations and projects by providing solutions that are aligned to the client's needs and our long-term strategy. Responsibilities include (but are not limited to) training, mentorship, escalation support, client visits, presentations, projects, process optimization, creation and maintenance of Standard Operating Processes (SOPs) and successful transition of new accounts into Service.

RESPONSIBILITIES

• Acts as first line client support in the absence of a Service Manager
• Leads, conducts and manages client conference calls or on-site client visits; works collaboratively with their respective team members through any resulting action items
• Works with Service Manager in identifying possible growth and training opportunities within the WFN NA Autopay team
• Works closely with the Year End Manager and segment Service Managers to ensure year end targets are achieved
• Explores automation opportunities and proposes solutions to maximize operational efficiency and client satisfaction
• Provides ongoing advice, consultation and support to internal stakeholders, associates and clients
• Acts as a Project Manager for client resolution activities (presentations, dashboards, open item logs, Root Cause Analysis (RCA), ongoing updates)
• Collaborate with clients, internal partners and 3^rdparty vendors to conduct thorough testing and deliver high-quality solutions and services
• Takes ownership, makes recommendations and demonstrates initiative to improve processes leading to sustainable improvement for associates and clients
• Provides support and recommendations to the HRO SOP Committee on the creation and maintenance of Standard Operating Procedure knowledge articles
• Trains and mentors associates using various mediums - virtually, on the floor and/or in classroom environment
• Provides direct feedback to associates on strengths and areas of opportunities
• Provides real-time support to associates and service teams on client issues related to Payroll, HR and Beyond Payroll (TLM/CTS), compliance and legislation
• Takes ownerships of client escalations, including meeting directly with the client to resolve all issues in a timely manner through troubleshooting and creating action plans, while advising Leadership of severity and impact of issues
• Provides lead support and guidance on all Payroll related reconciliations
• Manages multiple assignments and priorities of varying complexity with little to no supervision
• Supports capacity planning, including Late List and EMT management

COMPETENCIES

Education:

• Bachelor's Degree preferred or equivalent Payroll/HR Experience
• Canadian Payroll Association (PCP) certification is required
• Canadian Payroll Management (CPM) certification is preferred (or actively pursuing certification)

Knowledge, Experience and Skills Required:

• Minimum of 6 years of payroll experience using ADP WorkforceNow, CCI Mainframe, PCPW, Pay@Work, and/or TeamPay
• Extensive knowledge of ADP's Autopay payroll software and CRM tools
• Superior client service skills (verbal and written), including active listening, presentation, critical and analytical skills
• Effectively collaborates in various environments with strong business and financial acumen
• Excellent knowledge of MS Office (Word, Access, PowerPoint, Excel)
• Expert on all year end internal and external processes, deadlines, legislative requirements
• Ability to develop creative solutions when problem solving
• Proficient in the areas of coaching, mentoring and the delivery of training materials
• Ability to probe, analyze, negotiate and problem solve complex issues; recommend appropriate course of action and follow-up
• Expert in payroll, audit and process compliance along with experience on external interfaces, HRIS and Payroll systems
• Excels at leading, organizing and managing multiple client and internal projects on a regular basis
• Attends inter-departmental meetings as a HRO lead, providing payroll and technical recommendations

Attributes:

• Demonstrates ADP core values
• Proven ability to multitask and delegate activities to complete tasks and projects
• Excellent attention to detail, organizational and time management skills
• Adaptable in a fast paced, ever changing environment with the flexibility to work additional hours to support associates and clients during peak periods

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.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.