Job reference #6170_8589690
Job Summary & Role:
The Lost Business Officer should ensure the Lost Business process is fit for purpose, and provide accurate reporting on a timely basis. The Lost Business Officer should establish effective relationships with different ADP departments across the organisation to investigate and resolve cases which warrant further attention. Finally this role will assist with managing customer terminations during peak periods
There are 2 Lost Business Officers reporting to a team leader thus some activities are on a rotation basis.
Responsibilities:
- Provide assistance during busy times in responding to clients and internal business associates through the Lost Billing Inbox, in line with agreed timescales and performance metrics, while ensuring responses are raised accordingly for the clients that will end services with ADP. Standard SLA is 2 working days.
- Take ownership of the Lost Business reporting metrics, including Hard Losses, Soft Losses and Technical Losses. Ensure reasons for losses are captured and categorised consistently. Insist upon data integrity so that Forecasting can be easily performed using the Lost Business diary
- Build, document and enhance all of the Lost business processes to ensure they are, and remain, fit for purpose and meet all stakeholder requirements
- Install a process to follow up queries with clients that warrant further attention each month. This could include, but is not limited to, clients that have stopped processing without informing ADP, missed billing, incorrect rates used in billing, over-billing etc… Establishing strong relationships with Service and Account Management across multiple locations will be essential
- To drive a culture of BPI (Business Process Improvement) which constantly evolves and improves the Lost Business processes
- Work with UK Finance to include Money Movement Loss reporting
- Build a Balance of Trade analysis, identifying where customers are going to once they leave ADP and reporting it to the business in a clear and efficient manner. This information will help ADP position itself better in the future to protect against these losses
Skills Requirements:
- Able to identify improvement opportunities within the processes and ability to implement relevant changes
- A team player, with good written and oral communication skills (including good phone presence)
- Effective communicator with clear and accurate information, both verbal and written
- A self-starter, dynamic, ambitious and goal oriented
- Commercial focus, understanding the impact of reporting on business behaviour
- Strong abilities to prioritise and meet deadlines
- Pro-active approach to problem solving, analytical thinking
- Well organized
- Delivering excellent service to ADP clients (internal and external)
Knowledge:
- Fluent English, spoken and written
- Experience with MS Office, particular Excel
- A background in project work and process improvement would be an advantage
Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
