Job Summary :
To investigate and solve complex client queries, issues and requests on Budget ADP applications
Guarantee monthly General Ledger data loading into the Budget & Labor Costs system
Balancing the values between G&L & Costs
Identifying discrepancies and inform the front end team
Producing final reporting to be delivered to the customer
Resolving complex client queries, issues and requests to client satisfaction
Ensure that product knowledge is kept up to date.
Identifying and implementing service and process improvements
Communicate thru CRM 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
Take accountability for the successful resolution of complex and escalated client queries, issues and requests within the agreed timeframe and to the right standard
Use the relevant systems (such as CRM, telephony ) to log, update and track client requests through to satisfactory resolution.
Contribute to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
Actively managing own knowledge and skills to meet task productivity and quality standards
Coaching colleagues to gain product and process knowledge
Identifying service, process and product improvements
Perform other duties as required and as business dictates.
Supervisory Responsibilities :
Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
Reports to the Budget Manager and has no direct supervisory responsibilities but will be expected to manage project resources.
Reports & Performance Metrics
Payroll on time delivery
Specific on job training
Will be expected to work under own initiative for day-to-day tasks in line with Monthly Calendar of the Activities
Responsible for the activities assigned
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).
Knowledge and Skill Requirements :
Microsoft Office (including Advanced Excel)
Highest degree of ADP's application knowledge, consistently achieving productivity and quality benchmarks for all skill elements
Strong data importing, extraction and report writing skills
Budgeting processes (Budget, Forecast) knowledge
Accounting and Labor cost linked to Payroll matters appreciated
Excellent customer service skills
Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors
Education and experience :
Italian language mandatory
Strong customer service experience
Accounting & Budgeting Consulting experience preferred
Payroll experience appreciated
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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.
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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.
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