Group Technical Lead

7 days ago

Montréal, Canada ADP Full time

**ADP is hiring a Group Technical Lead.**
- Are you passionate about executing strategic initiatives and driving true transformational change ?
- Do you want to help create an effortless experience for our clients and associates?
- Are you excited to be a part of the evolution and continued development of our front line associates?

Well, this may be the role for you. Ready to make your mark?

**A little about ADP**:We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging.

Ready to #MakeYourMark?

**What you'll do**:Responsibilities

**What you can expect on a typical day**:
**Business**:

- Executing on strategic initiatives driving true transformational change
- Gains a broad understanding of Workforce Now including the many complex features and configuration options
- Continually maintains and upgrades knowledge and skill base through a wide variety of available resources to ensure familiarity, on appropriate statutory laws, or legislative rulings that impact clients; learns future products and new tools as they are deployed. Completes new hire and ongoing training programs as designed
- Learns, understands, maintains and contributes to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes
- Partners with other Group Technical Leads and MAS Management to assist in developing effective documentation and knowledge base of client and team information

**Team**:

- Actively coaches and mentors fellow associates to elevate skill set and knowledge, providing feedback to Manager where additional coaching or training is required
- Leverages knowledge of work combined with understanding of team strengths in order to help support a strength's based team model when possible
- Supports team on a daily basis by providing accurate technical guidance to programming inquiries and when appropriate, providing direction on what should be the client and/or ADP's responsibility
- Responsible for working with other Group Technical Leads in MAS to find efficiencies and streamline / standardize business processes and develop best practices
- for example creating documentation all regions can leverage when communicating with clients (YE client communications)
- Acts as a Premier Change Management Champion for all projects and initiatives
- Assists in root cause analysis as needed for any systemic issues impacting the team

**Client**:

- Uncovers client needs, sources the cause of the issue through the use of effective probing techniques, and provides resolutions ensuring a Stellar Service client experience
- Participates in ADP client retention efforts, including helping to identify clients-at-risk
- Identifies, recommends, or refers any issues or opportunities which arise from client queries, to the appropriate internal ADP Business Unit
- Attends client calls and assists Client Services Manager with escalations as needed

**TO SUCCEED IN THIS ROLE**:

- At least one year of experience in a customer service environment or as an HR/HRIS practitioner with systems experience
- Be a collaborative communicator who can partner with and influence internal and external stakeholders
- Demonstrate customer centric and continuous improvement mindset to find ways to enhance the work life experience for team members
- Have the ability to prioritize and independently execute assigned work
- Be passionate about supporting change management
- Known for your analytical, creative problem-solving and diagnostic skill set
- Have deep and demonstrable conceptual knowledge and understanding of leading HR and payroll practices

**Bonus points for these**:

- Have a degree in HR, Management, Systems or related fields.
- Are a Certified Payroll Compliance Practitioner (PCP)

**YOU'LL LOVE WORKING HERE BECAUSE YOU CAN**:

- **Be yourself** in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
- **Belong **by joining one of nine Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
- **Grow your career **in an agile, dynamic environment with plenty of opportunities to progress.
- **Continuously learn **through ongoing training, development, and mentorship opportunities.
- **Be your healthiest.** Best-in-class benefits start on Day 1 because healthy associates are happy ones.
- **Focus on your mental health and well-being. **We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
- **Join a company committed to giving back **and generating a last

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