As a NAS HCM Service Support Specialist, you will be responsible for providing expert guidance and support in all aspects of payroll processing within HCM service framework. You will collaborate closely with cross-functional teams to ensure accurate and compliant payroll operations, while contributing to the continuous improvement and optimization of payroll processes and systems. Service Delivery Real time floor support for process and product queries for NAS Payroll Associates and clients. Floor support for Frontline Associates. Takes over complex and high-risk cases following the defined escalation parameters. Serve as liaison to US/Regional SSS/Team Lead Community on functional and process-related topics. Identifies areas in need of process improvement and system enhancement by working with other SMEs/Team Leads and coordinating these efforts to the appropriate teams (BPI, Dev Team). Follow through on dispatch/transfer SRs. Provide support to Level I/ Level II consultants in coordinating with NAS Payroll Support groups, SWARM, NAS HCM Tech Services Queue Complete First Tier phone time requirements (only if there is a business need, will be leveraged to take calls based on call queue situation Provide trending analysis on dissatisfied returns, top call driver, and product knowledge maturity. Lead or partner with Team Leader to conduct data analysis and action plans to address focus areas such as but not limited to, Performance (i.e. AHT, tNPS, Case Aging etc.), partner with resources (Enterprise Learning, US Team Leaders, etc,) on training needs and analysis, and assist New Hire training and Nesting. Involvement in projects/initiatives that support strategic business direction of the organization.

PRODUCT / TECHNICAL SKILLS Fluent in English (verbal and written) Proficient in PC navigation and Knowledgeable in use of Microsoft Office Tools Proven experience in payroll processing and administration, preferably within a client-facing role. In-depth knowledge of payroll regulations, tax laws, and compliance requirements. Experience with HCM software systems, preferably with expertise in Vantage, Autopay Mainframe, CEH, Smart Compliance, SAP, PTCS, PMF etc.,) Strong communication and interpersonal skills, with the ability to effectively communicate complex concepts to clients of varying technical background. PREFFERED QUALIFICATIONS Exceptional problem-solving abilities and attention to detail. Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment. Ability to handle complex issues which includes escalation with minimal Team Leader

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

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