New Business Solution SME (Domain Expert) Overview:

ADP Employer Services is leading the payroll market in the World and provides Payroll and Human Resource services to clients looking for outsourcing solutions.

 

NBS (New Business Solutions) is launching a new offer serving Payroll and HR services to SBS, Mid-Market & Multinational clients, on a single platform, based on Next Gen HCM suite.

 

Role objective:

 

The primary function of the Domain Expert is to provide strong management and leadership to SBS/Mid-Market clients, allocated to each client account, located across ESI regions.

 

The Domain Expert group acts as the specialist group of domain area owner on specific field to support service & support at ADP. The Domain Expert is responsible to provide specialist inputs and services for all clients.

 

Responsibilities:

Provide knowledge and expertise services related to a specific area to the Clients, both Internal and external clients. Provide Backoffice support and when required, will directly support Clients for demos, analysis of issues or consulting support. Support on internal projects as Subject Matter Expert (SME) and act as liaison with the operation team. Work with all key functional areas within ADP (including Sales, Implementation, Application Services, Client Consulting, Account Management, Product etc) to ensure requirements are met. Identification of key requirements and trends across the ESI client base to provide consolidated feedback and input into other parts of the NBS business to improve the overall Service provided to ADP Clients. Support in deploying new features/trainings within the different Operations team and Services from NBS Business Unit. Support the NBS business in increasing revenues and retaining existing clients. Channel Clients requests to the Business when required. Deliver accurate and timely services to clients and meet SLA requirements Support client expectations and be a point of support for client specific requirements, if required To ensure Next Gen group adheres to business templates, processes and procedures, SLA’s and propose improvements back into the business as appropriate Contribute to client satisfaction overall

 

Qualifications:

 

Qualifications and Experiences

 

Mandatory:

Deep understanding of the functionality of the organization structure in iHCM, and organizational structures in general. Deep knowledge on Specific Domain area experience – minimum of 7 years’ experience in the field required within iHCM. Can inform clients on how the topics are displayed based on their needs. Overall understanding of the ADP iHCM Partners. Can support clients for various external partners or consultancy partners; on services not provided by ADP. Overall understanding of the various Core HR details and activities, working of data imports, custom fields. Can guide the client with an optimal usage of these as well as answer any questions from clients and associates. Strong understanding of the product roadmap and vision of the module as well as the client’s experience. Can work together with Product Management team and providing enhancements. Providing to the client an overview of the iHCM functionality, i.e. (Core HR, Payroll, Consultancy, Deal Desk, Talent, Integration etc…) Continuous contact with the Product Team in understanding new features or enhancements to existing product design.

 Desirable:

Local & iHCM business environment Project Management Other Specific Domain area experience Tertiary Qualification Continuous improvement skills

 Essential Competencies

Strong initiative and self-starter Good planning, time management and organizing skills Ability to assess situations and make appropriate decisions in a timely manner Good team player Strong verbal and written communications skills Ability to work in project mode and Matrix organization.

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