Lyric Hcm Service Consultant

**Position Title**: ADP Lyric HCM Service Consultant

**Reporting Line**: Operations Manager

**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 & reconciliation.
- Process payrolls and provide support to all clients for month end and year end requirements including STP's.
- Manage daily support and escalation tickets through triage and resolution, providing a daily ticket status update report to key stakeholders.
- Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner within SLA's. Ability to estimate and escalate where required.
- In line with the evolving payroll system, maintain internal knowledge base and external documentation including workarounds and issues impacting the processing of payroll, inclusive but not limited to, all client SOP's and Payroll Checklists.
- Act as single point of contact from ADP, building and managing client relationships with regular touch points and Monthly Proactive Meetings.
- Own the testing of Release Manifests and Features development within the agreed timelines; document and drive testing by collaborating with Development team and other stakeholders and build workarounds where required.
- Support parallel activities for 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.
- Manage client expectations in 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 in accordance with ADP Lyric HCM phases.
- Performs other related duties as assigned.
- Meet the KPI's as assigned on Timeliness and Accuracy of Payrolls; Tickets and Testing (UAT & Features).

**Experience**:

- Minimum 3+ years 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.

**Certifications / Qualifications**:
Tertiary qualifications (Cert IV / Diploma/Degree within Business / Administration) are highly desirable). Relevant experience may be accepted and will be considered 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.