Job Information
ADP Senior Payroll Specialist in Milano, Italy
JOB TITLE: Senior Payroll Specialist
LOCATION: ADP Italy
REPORTS TO: Production Team Manager
JOB PURPOSE:
To maximise 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 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:
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 timescales
Certify all output provided to the client
Accurate and timely payroll delivery.
KEY DUTIES/TASKS:
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
Contributing to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
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.
Identifying service, process and product improvements
Compile the Monthly Calendar of the Activities with the clients
Collate, interpret and validate data supplied by clients for processing thru CRM or BPM.
Process client data in line with departmental processes & procedures
Input & check the payroll output for accuracy and to meet legislative requirements
Perform Monthly declaration to third party (Uniemens, F24, etc.)
Perform reconciliations and EOY processes as required by the client schedule
Prepare and complete calculated payslips
Ensure client Payroll Analysis Manual is current
Maintain knowledge of current ADP products and services
Maintain knowledge of current statutory legislation
Participate in the collation and analysis of payroll service performance statistics and resulting improvement plans
Utilise knowledge to contribute to the training programmes for new and less experienced members of staff
Carry out other duties as required to fulfil the role
Follow ADP policy in line with ISAE3402 requirement
Review and analysis Net Promoter Score (NPS) feedback and create management action plans, as appropriate.
SUPERVISORY RESPONSIBILITIES:
Responsible of the clients and the activities assigned
Schedule periodical meetings or call with the clients assigned in order to maintain the excellent quality of the service
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:
Microsoft Office advanced
Excellent Communication skills
Significant ADP's application knowledge
Skills required:
Excellent payroll and legislation knowledge
Good ability to analyze root cause of issue for client and translate into non technical language
Good ability to organize a large volume of concurrent work in order to achieve productivity targets
Good ability to remain calm under pressure and deliver consistent and high quality service to clients
Good ability to flex communication style based on setting and purpose
Good analytical approach to problem solving and decision making.
Good ability to quickly assimilate and retain new information
Effective team player who is able to contribute to team culture and targets
Must 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)
Strong Knowledge of major CCNL
English (mandatory)
Customer service skills
Strong payroll experience
Technical support desk experience desirable
Experience of working with a CRM tool
Excellent communicator both verbally and writing
Excellent qualities in managing Client Relationship
Minimum of 5 years' experience working in a bureau environment (hr department or CDL).
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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