Senior Payroll Specialist

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).