Business Process Improvement Program Specialist for Billing

Consistently named one of the ‘Most Admired Companies’ by FORTUNE® Magazine, and recognized by DiversityInc® as one of the ‘Top 50 Companies for Diversity’, ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent.

Education & Experience:

• Degree or Equivalent: Bachelor’s Degree
• Major Area of Concentration: Accounting

People Management:

o Team oriented/Team Player
o Customer Service Skills, Client focus
o Interpersonal and Communication Skills, written, listening and verbal

Knowledge and Skill Requirements:

Language Skills

o Fluent in English language

Technical skills :

o Microsoft office suite (Excel, Word, Power Point)
o MS Outlook

Skills and Abilities:

o Customer Service Skills, Client focus
o Interpersonal and Communication Skills, written, listening and verbal
o Troubleshooting/problem resolution skills
o Ability to organize, prioritize and multitask
o Team oriented/Team Player
o Ability to work under pressure while maintaining deadlines
o Analytical ability
o Attention to detail
o Possesses a continuous improvement mind-set and is receptive to change
o Must be able to demonstrate competencies as detailed in the Leadership Expectations for Individual Contributors
o Leads and participates in project teams to implement QTC projects to ensure business goals and objectives are accomplished within designated timeframes.
o Based on strong knowledge of ADP products, workflow methods and procedures in various ADP functional areas (e.g., Sales, Finance, Operations), associates in these roles lead and participate as key contributors in the development and implementation of new or revised ADP products, programs, and procedures among all BUs.
o Progression in the job family responsibilities includes collaborating with Sales and Field Leadership as well as other stakeholders to oversee projects that address people, processes, training and technologies.
o Provides high-level project oversight for multiple, mission-critical initiatives.
o Ensures timely, successful completion of projects by effectively managing relationships with Sales, BU BES teams, BU regions, telecommunications, IT, project management, Financial and other functional area senior leaders.
o Responsible for the identification, development, implementation, governance, and monitoring of all processes, procedures, tools, and metrics that impact QTC as well as making recommendations for improvements.
o Provides the framework and strategy for a quality client experience.
o Monitors key metrics and sponsors projects to address improving one or more key metrics.

Job Summary:

As part of the QTC Shared Services organization, all roles require effective communication skills since these positions will serve as the champions for innovation and change within the QTC organization. They will interact with the QTC associates, BU field and BES associates, and the internal and external development teams to gather, analyse, and document business requirements. All roles lead and participate in the development of project plans and implementation of new programs and products.

Responsibilities:
• Must demonstrate awareness, understanding, and support of strategic program goals and priorities. Responsible for improving overall QTC Shared Services effectiveness by identifying, recommending, and driving new programs, processes, and tools. Gains commitment, alignment and engagement in QTC Shared Services strategy.
• Ability to identify defects in QTC processes, procedures, and tools and gather the necessary data to analyse in order to determine the ultimate root cause(s).
• Ability to design solutions that will improve or correct defects in QTC processes, procedures, and tools. This can include the utilization of various analytical tools to streamline/redesign a process or procedure, or documenting business requirements to reduce manual tasks.
• Collaborate with QTC, IT, and BU associates, as well as others stakeholders to review multi-departmental current state processes, procedures, or tools and as a team develop innovative strategies to implement for multi-departmental future state improvements and new solutions. Ensure that all new products and features are rolled out with comprehensive, automated end-to-end solutions.
• Maintains a strong knowledge and high level awareness of industry standards and best practices, applicable to QTC processes, procedures, and tools.
• Understands business needs and participates as a QTC decision maker and/or Project Lead in the implementation of new or revised ADP products, programs and /procedures. During the process, ensures alignment with the needs of the key stakeholders.
• Collaborates with QTC leadership and other key BU stakeholders to ensure QTC program(s) align to strategic initiatives to improve the client experience. Proactively communicates strategy, direction and results with QTC and BU leadership.
• Functions as the approver of record and accountable for ensuring all functional areas are represented on the project and understands the impact on the business and key stakeholders when assessing and approving changes to program scope and/or deliverables.
• Serves as liaison amongst QTC and BU leadership and other key stakeholders to gather and analyze business requirements. Accountable for the completion of the business requirements, understanding the client and associate impact, monitoring benefit realization and achieving the strategic vision of the program.
• Designs the methodology for reporting the progress of initiatives. Analyzes success criteria and monitors progress as dictated by project(s) scope.
• Identify critical issues and removes obstacles to ensure successful project(s) completion. Function as the decision maker on issue prioritization and resolution.
• Responsible for ensuring the program remains within budget and reports deviations to the appropriate BPI Team Lead.
• Responsible for the identification, development, implementation, governance, and monitoring of all processes, procedures, tools, and metrics that impact the QTC teams as well as making recommendations for improvements. Provides the framework and strategy for a quality client experience. Monitors key metrics and sponsors efforts and/or projects to address improving one or more key metrics and optimizing the field associates experience and talent development.
• Responsible for developing business cases, recommending programs for prioritization based on strategic alignment and securing funding.
• Identifies and recommends QTC Shared Services tools, initiatives and organizational structures to meet changing client and associate demands.
• Responsible for key decisions and actions in the program life cycle. Accountable for understanding the business requirements and the business impact on clients and associates. Acts as the final escalation point for the project teams when faced with possible delays, issues and conflicts.
• Performs other related duties as assigned.

Reports & Performance Metrics:

Reports to: Sales Finance Team Leader
Supervises: NA