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NAS HCM Service Support Specialist

National Account Services - Philippines

HCM Service is a global organization within National Accounts Services (NAS) that is comprised of highly technical associates with deep domain expertise that support the NAS client base across HCM Services.

RESPONSIBILITIES

As a NAS HCM Service Support Specialist, you will be responsible for providing expert guidance and support in all aspects of payroll processing within HCM service framework. You will collaborate closely with cross-functional teams to ensure accurate and compliant payroll operations, while contributing to the continuous improvement and optimization of payroll processes and systems.

Service Delivery

§ Real time floor support for process and product queries for NAS WFN Payroll Associates and clients.

§ Floor support for Level I and II Associates.

§ Takes over complex and high-risk cases following the defined escalation parameters.

§ Serve as liaison to US/Regional SSS/Team Lead Community on functional and process-related topics.

§ Identifies areas in need of process improvement and system enhancement by working with other SMEs/Team Leads and coordinating these efforts to the appropriate teams (BPI, Dev Team).

§ Follow through on dispatch/transfer SRs.

§ Provide support to Level I/ Level II consultants in coordinating with NAS Payroll Support groups, SWARM, NAS HCM Tech Services Queue

§ Complete First Tier phone time requirements (only if there is a business need, will be leveraged to take calls based on call queue situation

§ Provide trending analysis on dissatisfied returns, top call driver, and product knowledge maturity.

§ Lead or partner with Team Leader to conduct data analysis and action plans to address focus areas such as but not limited to, Performance (i.e. AHT, tNPS, Case Aging etc.), partner with resources (Enterprise Learning, US Team Leaders, etc,) on training needs and analysis, and assist New Hire training and Nesting.

PRODUCT / TECHNICAL SKILLS

§ Fluent in English (verbal and written)

§ Proficient in PC navigation and Knowledgeable in use of Microsoft Office Tools

§ Proven experience in payroll processing and administration, preferably within a client-facing role.

§ In-depth knowledge of payroll regulations, tax laws, and compliance requirements.

§ Experience with HCM software systems, preferably with expertise in Workforcenow, Autopay Mainframe, CEH, Smart Compliance, SAP, PTCS, PMF etc.,)

§ Strong communication and interpersonal skills, with the ability to effectively communicate complex concepts to clients of varying technical background.

PREFFERED QUALIFICATIONS

§ Exceptional problem-solving abilities and attention to detail.

§ Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.

§ Ability to handle complex issues which includes escalation with minimal Team Leader

CORE COMPETENCIES

§ Payroll Consultation: Act as the primary point of contact for payroll-related inquiries from both internal stakeholders and external clients, providing expert guidance and advice on complex payroll issues, regulations, and best practices.

§ Payroll Expertise: Possess a comprehensive understanding of payroll processes, including payroll calculations, tax regulations, wage garnishments, and compliance requirements.

§ Product Knowledge: Develop and maintain a deep understanding of Workforcenow, including features, functionalities, and integration capabilities, to effectively support clients and internal teams .

§ Client Support : Ability provide exceptional customer service and support to clients, including resolving inquiries, addressing issues, and offering guidance on payroll-related matters.

§ Issue Resolution : Investigate and resolve escalated payroll-related issues or discrepancies, utilizing advanced problem-solving skills and technical expertise to identify root causes and implement solutions in a timely manner.

§ Training and Education : Develop and deliver training sessions and documentation on payroll processes, system updates, and best practices for Team members and clients.

§ Communication Skills: Strong verbal and written communication skills to effectively convey complex payroll concepts, provide training, and build rapport with clients.

§ Problem Solving : Demonstrated ability to analyze payroll-related problems, identify root causes, and implements effective solutions in a timely manner.

§ Collaborating/Teamwork : Working cooperatively with others to help a team or work group achieve its goals.

§ Attention to Detail : Meticulous attention to detail to ensure accuracy in payroll processing, data entry, and documentation.

§ Time Management : Ability to prioritize tasks, manage workload effectively, and generate insights to support decision-making and improve payroll processes.

§ Continuous Learning : Commitment to staying updated on best practices, and advancements in payroll technology to enhance expertise and provide value to clients.

§ Team Collaboration : Collaborative mindset with the ability to work effectively within cross-functional teams, including technical support teams, to deliver comprehensive client solutions.

§ Innovation : Propose innovative solutions or enhancements to payroll processes, systems, or service delivery methods to optimize efficiency and client satisfaction.

§ Knowledge Sharing : Serve as a subject matter expert within the organization, sharing insights, best practices, and lessons learned related to payroll with internal teams and fostering a culture of continuous leaning and development.

REPORTING

Direct to Team Leader

*PERFORMANCE SCORECARD

The HCM Service Support Specialist is expected to independently manage overall workload in accordance with ADP’s Service Excellence standard and ensure timeliness and communications with clients are met based on client’s Service Level Agreement with ADP. Success and performance indicators are assessed through the following systems:

• Team Performance such as Transaction NPS, Close Average and Ownership

• Accomplishments based on Role and Projects/Initiative Assigned

• Feedback from Support, Leaders, and internal partners in relation to assigned work and responsibilities.

Will send in a separate email

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