Service Coach - Payroll

Job Description

ADP is hiring a Service Coach - Payroll.

• Do you find joy in guiding and teaching others?
• Are you passionate about the new hire experience?
• Have you been described as a go to person for knowledge?

Well, this may be the role for you. Ready to make your mark?

In this role, you will assist our associates by enhancing their strengths and improving their job skills. This position partners with Enterprise Learning to support the new hire training experience and continuous learning. They serve as mentors, eager to support the practical application of our products, tools and resources. In addition, this role supports leadership by ensuring associates are coached and developed to apply learning in an effort to improve associate productivity.

The nature of what you do every day will not change – your #1 goal is to help associates learn the skills needed to be successful at servicing our clients. Still, every day will be different because the questions you receive will vary, as will how you go about guiding associates. You will be empowered to use creative approaches to applying learning such as gamification, practice scenarios, and hands on support.

To be successful in this role, you have a way with associates that builds rapport, establishes trust, and shines with professionalism. You exude confidence in your knowledge and patience while upskilling others. Your communication style, whether verbal or written, is clear and easy for our associates to understand and take action on. A fast paced environment with potential for change should excite you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos

WHAT YOU’LL DO: Responsibilities

• Conducts a bi-annual training needs assessment to determine associate-training deficiencies, analyzes results and delivers/coordinates the delivery of additional training as required
• Provides individual job specific mentoring to the associates in the areas of product, call metrics management, service techniques and interpersonal skills
• Delivers consistent coaching to support ongoing improvement aligned to company culture
• Develop and deliver appropriate coaching plans that support improvement in client satisfaction
• Proactively identify knowledge gaps following the implementation of any major changes
• Work with associates to ensure full adherence to process and policy at all times
• Act as role model for the associates in relation to client services and teamwork
• Work collaboratively with other Mentor/Coaches to share learnings and best practices
• Assists with the development of the education materials and classes
• Provides subject matter expertise to instructional development team
• Analyze data and metrics, such as open case reports, call mentor scores and coaching, TNPS, etc. to support in the associate development
• Assists and reinforces the proper use of resources and tools such as HENRY, the mainframe and other productivity tools
• Performs other related duties as assigned in an effort to build a strong learning culture

What you can expect on a typical day:

• Associate Support. You will help our associates manage their clients using our solutions, which could include troubleshooting and probing to resolve payroll issues. Support might also involve partnering with your peers to create content, facilitate learning, and analyze performance results for measures of success.
• Learn. You will continually upgrade your knowledge and skills on payroll, including federal and state compliance, standard operating procedures, administrative practices, other products, and desktop support tools to develop and maintain your ability to support our associates. Doing so increases your ability to successfully guide others.
• Organize. You adhere to a daily schedule and organize yourself to effectively manage your day. Managing a schedule will ensure you are available for associate support and can set appropriate expectations.

TO SUCCEED IN THIS ROLE: Requirements

• Bachelors degree or equivalent in education and experience with a Major or Area of Concentration in Adult Education, Human Resources, Business Administration, or Information Services
• At least 2 years successful performance as a trainer or consultant
• Seasoned in service, organization and communication skill

BONUS POINTS FOR THESE: Preferred Qualifications

• Experience in Payroll, Training, Customer Service, and Systems Implementation
• Previous experience working with ADP or ADP applications highly preferred

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What are you waiting for? Apply today!

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.