Position Title: Client Engagement Manager (ADP Lyric HCM)

Reporting Line: Service Delivery Operations Manager (ADP Lyric HCM)

Position Purpose: To provide high quality support to clients of ADP and participate in associated payroll operational activities.

Key Responsibilities:

• Support clients via omnichannel on product, system, legislation troubleshooting, and escalations as required:
  • System and technical support
  • General enquiries
  • Legislation support including month-end and year-end requirements
  • Report building & reconciling all aspects of payroll
• Process payrolls and provide support to all clients for month-end and year-end requirements including STP and Pay Date filings, including performing the data entry where required as per ADP Lyric HCM Service Manual and client-specific contracts
• Act as Payroll consultant to our clients, know their business payroll policies and support them for smooth processing by engaging with the client from their kick-off with ADP
• Work on support and escalation tickets daily and provide a status update report on tickets actioned at the end of the day. Oversee client-escalated tickets through triage and resolution. Follow up with internal teams with appropriate updates and ensure tickets are updated and closed promptly within SLAs. Ability to estimate and escalate where required.
• Maintain internal knowledge base and external documentation including workarounds and issues impacting the processing of payroll. All client's process SOPs are required to be up-to-date in line with the evolving system and the payroll checklist.
• Build and manage client relationships with regular touch points and monthly proactive meetings by being their single point of contact from ADP.
• Own the testing of release manifests and features development within the agreed timelines; document the testing and drive it by collaborating with the Development team and other stakeholders, building workarounds where required.
• Support the parallel activities for the Implementation clients to ensure quicker go-lives, where required.
• Work with internal teams and clients to identify, build and refine payroll best practice processes.
• Identify and recommend continuous system and process improvements.
• Investigate and resolve client escalations on time.
• Manage client expectations in a rapidly changing environment.
• Manage and deliver ongoing client education related to client queries and/or escalations.
• Contribute towards process documentation and perform User Acceptance Testing of new system features as required.
• Contribute to client experience measures (Retention and Net Promotor Score) and business-related performance goals.
• Tasks and responsibilities may be reviewed and updated following ADP Lyric HCM Payroll phases.
• Performs other related duties as assigned.
• Meet the KPIs as assigned on timeliness and accuracy of payrolls; tickets and testing (UAT & features).

• Minimum 3+ years of Customer Service experience - via multiple channels (self-service, phone, live chat support)
• Strong knowledge of payroll practices and operations is essential
• Comprehensive understanding of current Australian and New Zealand payroll legislation
• Demonstrated ability to investigate issues and find solutions
• Strong analytical and problem-solving experience
• Advanced computer skills including Microsoft Word and Excel