Position Description
JOB TITLE: Senior Payroll Specialist
LOCATION: ADP Italy - Milan
JOB PURPOSE:
To maximise value for clients by:
1. Single Point of Contact
2. Rapidly resolving client queries in response to phone calls, CRM and emails
3. Continuously improving process and service
4. 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:
5. Resolving client queries, issues and requests to client satisfaction within agreed service levels
6. Identifying and implementing service, process and product improvements
7. Managing CRM and email case loads whilst being available to answer client phone queries
8. Managing client expectations with regard to case resolution timescales
9. Certify all output provided to the client
10. Accurate and timely payroll delivery.
KEY DUTIES/TASKS:
11. 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
12. Escalating client queries, issues and requests that cannot be resolved to 2nd line after full investigation
13. Contributing to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
14. 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.
15. Identifying service, process and product improvements
16. Compile the Monthly Calendar of the Activities with the clients
17. Collate, interpret and validate data supplied by clients for processing thru CRM or BPM.
18. Process client data in line with departmental processes & procedures
19. Input & check the payroll output for accuracy and to meet legislative requirements
20. Perform Monthly declaration to third party (Uniemens, F24, etc.)
21. Perform reconciliations and EOY processes as required by the client schedule
22. Prepare and complete calculated payslips
23. Ensure client Payroll Analysis Manual is current
24. Maintain knowledge of current ADP products and services
25. Maintain knowledge of current statutory legislation
26. Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans
27. Utilise knowledge to contribute to the training programmes for new and less experienced members of staff
28. Carry out other duties as required to fulfil the role
29. Follow ADP policy in line with ISAE3402 requirement
30. Review and analysis Net Promoter Score (NPS) feedback and create management action plans, as appropriate.
SUPERVISORY RESPONSIBILITIES:
31. Responsible of the clients and the activities assigned
32. Schedule periodical meetings or call with the clients assigned in order to maintain the excellent quality of the service
33. 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:
34. Microsoft Office advanced
35. Excellent Communication skills
36. Significant ADP's application knowledge
Skills required:
37. Excellent payroll and legislation knowledge
38. Good ability to analyze root cause of issue for client and translate into non technical language
39. Good ability to organize a large volume of concurrent work in order to achieve productivity targets
40. Good ability to remain calm under pressure and deliver consistent and high quality service to clients
41. Good ability to flex communication style based on setting and purpose
42. Good analytical approach to problem solving and decision making.
43. Good ability to quickly assimilate and retain new information
44. Effective team player who is able to contribute to team culture and targets
45. Must demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors
46. Flexible and responsive to change.
Leadership Expectations:
47. Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
48. People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
49. Market Leadership: Drives a performance based culture that engages associates to achieve excellence(Client focus - Outside in Perspective -- Bias for grow).
EDUCATION AND EXPERIENCE:
50. Economic Studies (desirable)
51. Strong Knowledge of major CCNL
52. English (mandatory)
53. Customer service skills
54. Strong payroll experience
55. Technical support desk experience desirable
56. Experience of working with a CRM tool
57. Excellent communicator both verbally and writing
58. Excellent qualities in managing Client Relationship
59. Minimum of 5 years' experience working in a bureau environment (hr department or CDL).