Sr Time Specialist

Position Description
Senior Time Specialist
JOB PURPOSE :
To maximize 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 solve complex client queries, issues and requests on T&A ADP applications and deliver all other related services 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 timescalesEnsuring that product knowledge is kept up to date.
Identifying and implementing service and process improvements
Guaranteeing full collaboration and team working with the rest of the Time Team and with his / her Team Leader

KEY DUTIES / TASKS :

Communicate with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs.
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
Use the relevant systems (such as CRM) to log, update and track client requests.
Take accountability for the successful resolution of client queries, issues and requests within the agreed timeframe and to the right standard
Contribute to root cause analysis and collaborating in implementing solutions to prevent reoccurrence of client queries, issues and requests
Actively Managing own knowledge and skills to meet task productivity and quality standards
Working in collaboration with Payroll Departments in order to guarantee the respect of the data quality provided and the service delivery on time.
Process client data in line with departmental processes & procedures
Identifying service, process and product improvements
Maintain knowledge of current ADP products and services
Coaching new / junior colleagues to gain product and process knowledge

SUPERVISORY RESPONSIBILITIES :

Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
Reports to the Time Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE :
Knowledge required

Microsoft Office
Knowledge of Time & Attendance legislation
Knowledge payroll legislation appreciated
English Knowledge

Skills required :

Customer service skills
Data importing, extraction and report writing skills
Client (internal and external) Relationship ability
Excellent knowledge of the T&A ADP tools and their parametrization rules; good knowledge of the formulas.
Ability to analyze root cause of issue for client and translate into non technical language
Ability to organize a large volume of concurrent work in order to achieve productivity targets
Ability to remain calm under pressure and deliver consistent and high quality service to clients
Able to flex communication style based on setting and purpose
Analytical approach to problem solving and decision making.
Able to quickly assimilate and retain new information
Effective team player who is able to contribute to team culture
Prone to 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)
Programmer knowledge preferred
Customer service experience
Time & Attendance experience
Knowledge of major CCNL
Customer service skills
Technical support desk experience desirable
Experience of working with a CRM tool
Good communicator both verbally and writing
Aptitude in managing Client Relationship
Minimum of 4 years’ experience working in a bureau environment (hr department or CDL)

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