Job Description

GV Lead Service Center Representative

Purpose

ADP builds a trust-based relationship with our clients and guides them on how to get the most from our Human Capital Management (HCM) solutions. We stand for our Vision to "Be the world's authority on helping organizations focus on what matters". We’re the go-to team. The problem solvers and solutions providers. Ready to anticipate, respond and exceed expectations.

Our GV Lead Client Service Representative actively contributes to ADP continuous success by helping driving payroll support processes and business improvement activities.

Function

GV Lead Client Service Representative supervises and coordinates our client service operational cycle of various clients according to their expectations and service level agreement, acting as their main point of contact for complex client service topics. In addition, the role closely cooperates and supports manager in operational activities

Key Responsibilities:

Lead and support Client service operational activities to ensure client needs are met in a timely and accurate way. (Client service Process Standardization, Automation, Optimization, Client ticket management, Client support). Actively participate on Client calls and escalations.

Operational/daily routine coordination of the team (leading whiteboard sessions, ensuring information flow down , 121 etc.)

Coordinate, train and mentor team members, identify development needs across the team and manage skill evaluation. Work with manager and other team leads and process owner to coordinate additional training as needed.

Proactively identify opportunities to improve existing processes and best practices by participating in (cross) country projects, task forces, strategic initiatives, business process improvements and collaboration opportunities with other teams.

Continuously build and improve knowledge of CS processes and country/client requirements. Organize and help to the team to maintain/up-date manuals with detailed processes and information about clients.

Ensure close alignment with other teams such as Payroll Specialists, Application Specialists etc.

Skills and Relevant Work Experience

• Excellent communication skills (verbal, written) in English (B2) and any European language is a plus
• User level experience with Microsoft Office Suite (Outlook, Excel, Word)
• Experience with providing trainings
• Very good organizational skills and excellent Client service attitude
• Ability to drive changes, analytical, logical and process oriented skills
• Operational flexibility: work independently, collaborative and team oriented
• Trouble-shooting and problem solving skills
• Ability to manage time and priorities effectively and efficiently to meet deadlines
• Advanced level knowledge, meeting requirements based on skill matrix (SAP, CRM, ADP tools, soft skills)
• 3 + years of experience in Client Service/Payroll Support/Payroll team, preferably across several countries and clients

We offer

• Friendly international environment
• Continuous training and opportunities for developmen
  
• Competitive salary and annual bonus opportunity
• 5 weeks of paid vacation per year
• Pension plan
• Leisure time benefits (Multisport Benefit Card), language courses on site
• Meal tickets (100% paid by ADP), free beverages
• Engagement activities - company events, etc.