Service Excellence Training Consultant

2 weeks ago

Mulgrave, Australia ADP Full time

**Position Title**:Service Excellence Training Consultant

**Reporting Line**: Service Excellence Manager

**Position Purpose**:
Responsible for delivering all aspects of change management, project delivery and building associate capability, skill uplift and training needs assessment across all Service teams.

The role is also pivotal in supporting the service leaders in achieving _What’s Important Now_ (WIN) key measures e.g., Improving client retention, reducing Contacts / Client and lifting client experience through NPS.

**Key Responsibilities**:

- Deliver projects and change management coming into Service
- Oversee the employee on-boarding program to ensure consistency and smooth delivery of induction programs
- Conduct Training Needs Analysis for Service associates and provide recommendations to Management
- Act as a consultant to the Service Delivery team to build skills and capability by identifying skill gaps
- Report to BU Managers on the skill development of individual associates
- Provide system/process training to Service associates in association with the Enterprise Learning team
- Support the Service Teams in training and coaching of new and existing associates to reinforce skills and knowledge.
- Create, deliver and maintain procedures related to Service skills and processes
- Develop job aides to assist associates in improving efficiency and productivity in all work activities
- Where required, liaise with business stakeholders and Subject Matter Experts to ensure all materials are reviewed and signed off before release
- Develop and facilitate workshops and learning programs to support Service associates
- Provide input and assist Enterprise Learning with the review of training material
- Actively contribute to and support the implementation of new and existing Service policies and procedures
- Analyse Service data to identify trends for performance improvement opportunities
- Serve as a change agent for Service with strong credibility and influence.
- Work in project teams to advise on client communications and process requirements and execute deadlines
- Ensure skills are maintained by attending Product Sprint Reviews, reviewing of Product guides and assisting with product UAT where required.

**Experience**:

- 3-5 years general payroll processing and/or implementation experience
- Minimum 2 years’ Payforce experience
- Strong knowledge of Service processes and procedures
- Well-developed facilitation/coaching skills
- Proven ability and experience advising and influencing internal stakeholders and providing insights that lead to key decision making within the business

**Certifications / Qualifications**:

- Certificate IV in Workplace Training and Assessment desirable
- Proven relevant experience may be taken in lieu of formal qualifications

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

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