1+ months

iHCM Processing- Senior Client Support Specialist - 6006521305072019

England, AR 72046
  • Job Code
\u003Cp\u003EROLE PROFILE: iHCM Senior Client Support Specialist\u003Cbr /\u003EDEPARTMENT: Service Centre, Client Support -- UK Service\u003Cbr /\u003EREPORTS TO: Client Support Manager\u003C/p\u003E \u003Cp\u003EROLE PURPOSE:\u003Cbr /\u003ETo support the (STM) Service Team Manager with the daily operations of the Team and Department with no direct reports. The role will be accountable for a positive contribution to ADP strategy and objectives, including Associate Engagement, NPS (Net Promoter Score) and Performance metrics.\u003C/p\u003E \u003Cp\u003EKEY RESPONSIBILITIES:\u003Cbr /\u003ETo ensure smooth delivery of a high-quality service through:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EManaging and monitoring the day to day operational tasks and activities\u003C/li\u003E \u003Cli\u003ESupport Telephone and Case Excellence programmes as well as other initiatives within the area\u003C/li\u003E \u003Cli\u003EAct as a role model and contributing to collaborative working relationships with other departments\u003C/li\u003E \u003Cli\u003EWorking towards First Line Leadership Expectations\u003C/li\u003E \u003Cli\u003ESeek opportunities for continuous service improvement (BPI initiatives).\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003EKEY DUTIES/TASKS:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EIn line with the CS Specialist role (enhanced)\u003C/li\u003E \u003Cli\u003EManage team tasks and duties (i.e. assigning cases, drafting rotas etc)\u003C/li\u003E \u003Cli\u003ESupport with new starter induction and on-boarding\u003C/li\u003E \u003Cli\u003EAssist with monthly 1-2-1s inc. evidence gathering\u003C/li\u003E \u003Cli\u003EAction Client escalations\u003C/li\u003E \u003Cli\u003EAction/manage NPS (transactional \u0026 relationship) call backs\u003C/li\u003E \u003Cli\u003ESupport associates in feedback and coaching sessions\u003C/li\u003E \u003Cli\u003ETelephone and Case Excellence coaching and monitoring\u003C/li\u003E \u003Cli\u003EReview survey feedback and contribute to improvement plans (i.e. NPS, Associates etc.)\u003C/li\u003E \u003Cli\u003EPresent metrics and achievements at internal meetings (team and department)\u003C/li\u003E \u003Cli\u003ECover your Manager and support the Team during absences\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003EESSENTIAL COMPETENCIES AND BEHAVIOURS:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EOperates and promotes ADP\u0027s mission, vision and values at all times and demonstrates these within the day to day role.\u003C/li\u003E \u003Cli\u003EAbility to lead a team, proven ability to plan, organize and be pro-active\u003C/li\u003E \u003Cli\u003EExcellent time and process management skills\u003C/li\u003E \u003Cli\u003EAligns the right work with the right people; delegates tasks according to people\u0027s strengths and interests\u003C/li\u003E \u003Cli\u003EIdentifies the resources needed to achieve a goal, prioritising key steps anticipating the impact and risks of those decisions\u003C/li\u003E \u003Cli\u003EAbility to communicate effectively at all levels within the team and company\u003C/li\u003E \u003Cli\u003ECommunicate and work co-operatively with others (within the team, with other departments/sites or external associates) focusing on a collective rather than individual goal\u003C/li\u003E \u003Cli\u003EDisplays an ongoing commitment to learning and developing self and others\u003C/li\u003E \u003Cli\u003EResponds positively to change, embracing and using new practices or values to accomplish goals and solve problems. Leads the way for others to follow\u003C/li\u003E \u003Cli\u003ESeen as a role model within the team and department -- demonstrates Leadership Expectations as an Individual Contributor.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003ESUPERVISORY RESPONSIBILITIES:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EWill be expected to work under own initiative for day to day tasks in line with overall management guidance\u003C/li\u003E \u003Cli\u003EReports to the Client Support Manager and has no direct supervisory responsibilities but will be expected to manage resources, performance, projects and call/case quality for the area.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003ESKILLS AND KNOWLEDGE:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EMinimum of 1-2 years\u0027 experience at ADP\u003C/li\u003E \u003Cli\u003EHigh level understanding of ADP products and systems\u003C/li\u003E \u003Cli\u003ETakes ownership and works towards deadlines\u003C/li\u003E \u003Cli\u003EOutstanding customer service skills\u003C/li\u003E \u003Cli\u003EConfident communicator\u003C/li\u003E \u003Cli\u003EHas an active IDP (individual development plan)\u003C/li\u003E \u003Cli\u003EConsistently achieving productivity and quality benchmarks for all skill elements.\u003C/li\u003E \u003C/ul\u003E \u003CP\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/P\u003E


Posted: 2019-09-17 Expires: 2019-12-12

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iHCM Processing- Senior Client Support Specialist - 6006521305072019

England, AR 72046

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