In this position, you'll leverage your project management and leadership expertise to assist the Team Director in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for employees.
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Support and partner with our account management and regulatory compliance teams to ensure that our client process and integration needs and issues are satisfied with quality and efficiency.
Partner with other ADP support teams to identify, document and troubleshoot our process flow.
Manage Product Technical Support role for our service organization.
Manage daily activities of the Product Technical Team to ensure Service Excellence is delivered and drives the improvement of overall client satisfaction and retention.
Provides continual communication and coordination of functional activities with client service, regulatory management, operations, products, development and implementation to ensure overall client satisfaction.
Acts as a liaison between BU partners (GES/MAS/TS/AVS/NAS) and HCR Team as an internal client advocate.
Keeps up to date and proficient in new legislative changes that impact ACA legislation. Develops, refines and leads HCR service model, process requirements and quality management requirements for the HCR Service Center
Develops and provides department reports to management with recommendations and action plans for improvement.
Provides input to HCR Service Center priorities and end user requirements.
Identifies operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps.
Foster associates to learn, develop and adapt to changing business priorities.
Job Requirements:
Bachelor's degree in Information Science, or Business Administration preferred (or equivalent in training and experience).
Five to seven years progressive experience in a client service technical support role supporting client service managers, account managers, new and/or existing clients utilizing payroll processing and tax filing service, or similar financial data processing applications, including at least 2 years in management.
Management of technical 1095 print process
Must have strong process background including understanding, documenting and improving business processes that include technology tools or systems.
Must have general understanding of benefits systems, payroll processing, tax filing and management reporting systems, and the ability to lead service, financial, operations and technical staff to identify and resolve critical client issues at all levels of complexity.
Ability to work under pressure while maintaining a professional demeanor.
Ability to motivate and lead others, build teams, coach and counsel, develop and foster a team environment.
Proven ability to assess performance, mentor, and counsel associates is essential.
Excellent organization, negotiation and leadership skills.
Experience working with National size clients preferred.
Must possess excellent written and verbal communication skills.
Self-starter with the ability to learn quickly, function in a fast paced environment, work on multiple projects simultaneously, and be results oriented. CPP is highly desirable.
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