Job reference #6170_8632203

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

 

The primary focus of this role is to improve client experience and value derived from ADP through close partnership. The Service Excellence Consultant will provide leadership, product knowledge, technical expertise, best practice guidance and consultation to Multi-National GlobalView clients. This position provides expert level business process review, pain point identification and solution development to drive client satisfaction and value. In addition, this position provides leadership on solution enhancements based on lessons learned from client engagements driving enhancements across the organization. The Service excellence consultant position requires strong HCM knowledge, communication, client management, project management skills and capability of working with multiple stakeholders across the business. Ability to travel up to 50%, some international travel as required.

Essential Responsibilities :

• Facilitates onsite client business reviews by identifying clients / ADP pain points and analyzing end to end processes
• Provides professional, expert consulting services in the areas of GV products/services, multi-service interdependencies, business processes
• Conduct proactive client calls at 1, 2 and 4 year service milestones
• Utilize NPS and Voice of the Customer (VOC) and Voice of the Employee (VOE) observations as the compass for directing enhancement efforts
• Collaborate with all key stakeholders to support the resolution of the client pain points
• Influence and guide Clients to ADP best practices and solutions
• Build relationship of trust and credibility with clients
• Speaks the language as an HCM practitioner
• Identify areas of opportunity for product, tools and service enhancements to drive client satisfaction and value
• Ability to be able to identify opportunities and be able to influence the client
• Use available tools to analyze client payroll data to provide insights to clients around possible business or process issues
• Develops and maintains site to track project details and open items status

Critical Skills :

• Knowledge about HCM products and services
• Strong client service expertise. Applies critical thinking and problem-solving skills to research, troubleshoot and correct client system / process issues
• Excellent oral and written communication skills
• Communication, presentation and facilitation Skills — must be able to clearly convey complex information and present solutions effectively
• Ability to be able to collaborate across multiple business units
• Project management and problem resolution skills. Ability to handle multiple changing priorities while maintaining order and progress.
• Ability to work independently with limited supervision
• Analytical skills
• Results Oriented 

Education and Certification Requirement :

• Bachelor’s Degree or Equivalent in Education & Experience
• Lean & BPI methodology know-how is highly desirable

Experience :

• This position may only sit in the El Paso or Alpharetta locations
• Ability to travel up to 50%, some international travel as required (US and LATAM)
• ADP Business Process and organization knowledge
• Demonstrated 2-3 years of consultative experience (preferred)
• Successfully managed Client experience improvement projects (preferred)
• Client management experience
• Bi-lingual in English/Spanish a plus
• Flexible with hours due to global clients needs

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.