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JOB TITLE: Senior Payroll Specialist

LOCATION: ADP Italy

REPORTS TO: Production Team Manager

JOB PURPOSE:

To maximise value for clients by:

• Single Point of Contact

• Rapidly resolving client queries in response to phone calls, CRM and emails

• Continuously improving process and service

• To process and deliver client payrolls and all other related services including "end of year" (EOY) requirements accurately and on time.

KEY RESPONSIBILITIES:

To ensure delivery of excellent service through:

• Resolving client queries, issues and requests to client satisfaction within agreed service levels

• Identifying and implementing service, process and product improvements

• Managing CRM and email case loads whilst being available to answer client phone queries

• Managing client expectations with regard to case resolution timescales

• Certify all output provided to the client

• Accurate and timely payroll delivery.

KEY DUTIES/TASKS:

• Resolving CRM, phone and email client queries, issues and requests in relation to the ADP's applications to client satisfaction and meeting quality and delivery targets

• Escalating client queries, issues and requests that cannot be resolved to 2nd line after full investigation

• Contributing to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests

• Actively manage own knowledge and skills to meet task productivity and quality standards in addition to sharing with the rest of the client support team.

• Identifying service, process and product improvements

• Compile the Monthly Calendar of the Activities with the clients

• Collate, interpret and validate data supplied by clients for processing thru CRM or BPM.

• Process client data in line with departmental processes & procedures

• Input & check the payroll output for accuracy and to meet legislative requirements

• Perform Monthly declaration to third party (Uniemens, F24, etc.)

• Perform reconciliations and EOY processes as required by the client schedule

• Prepare and complete calculated payslips

• Ensure client Payroll Analysis Manual is current

• Maintain knowledge of current ADP products and services

• Maintain knowledge of current statutory legislation

• Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans

• Utilise knowledge to contribute to the training programmes for new and less experienced members of staff

• Carry out other duties as required to fulfil the role

• Follow ADP policy in line with ISAE3402 requirement

• Review and analysis Net Promoter Score (NPS) feedback and create management action plans, as appropriate.

SUPERVISORY RESPONSIBILITIES:

• Responsible of the clients and the activities assigned

• Schedule periodical meetings or call with the clients assigned in order to maintain the excellent quality of the service

• Will be expected to work under own initiative for day-to-day tasks in line with Monthly Calendar of the Activities

SKILLS AND KNOWLEDGE:

Knowledge required:

• Microsoft Office advanced

• Excellent Communication skills

• Significant ADP's application knowledge

Skills required:

• Excellent payroll and legislation knowledge

• Good ability to analyze root cause of issue for client and translate into non technical language

• Good ability to organize a large volume of concurrent work in order to achieve productivity targets

• Good ability to remain calm under pressure and deliver consistent and high quality service to clients

• Good ability to flex communication style based on setting and purpose

• Good analytical approach to problem solving and decision making.

• Good ability to quickly assimilate and retain new information

• Effective team player who is able to contribute to team culture and targets

• Must demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors

• Flexible and responsive to change.

Leadership Expectations:

• 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).

EDUCATION AND EXPERIENCE:

• Economic Studies (desirable)

• Strong Knowledge of major CCNL

• English (mandatory)

• Customer service skills

• Strong payroll experience

• Technical support desk experience desirable

• Experience of working with a CRM tool

• Excellent communicator both verbally and writing

• Excellent qualities in managing Client Relationship

• Minimum of 5 years' experience working in a bureau environment (hr department or CDL).

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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.