NBS Snr Subject Matter Expert

JOB TITLE: Voice of Client / NBS Snr Subject Matter Expert
DEPARTMENT: New Business Solutions Operations ESI
REPORTS TO: Snr. Director NBS Operations
Job Purpose
Reporting to the Snr. Director Operations for New Business Solutions ESI (NBS ESI), this role will be responsible for capturing, analyzing, and acting upon client and business feedback to enhance product offerings and improve client satisfaction. This role serves as a liaison between clients and internal teams, ensuring that client and internal operational needs are prioritized in product development and service delivery.

Key Responsabilities
Client Feedback Management:

• Collect and centralize client feedback through various channels (surveys, calls, webinars).
• Maintain a comprehensive list of enhancement requests and track their status.

Collaboration

• Work closely with product teams to communicate client needs and ensure alignment on enhancement priorities.
• Engage with client-facing associates to educate them on product features and updates.

Issue Escalation

• Identify and escalate critical client issues to leadership for timely resolution.
• Monitor the lifecycle of enhancement requests and provide regular updates to stakeholders.

Reporting And Analysis

• Generate reports on client feedback trends and enhancement request statuses.
• Conduct regular reviews with leadership to discuss insights and recommendations.

Client Engagement

• Host webinars and training sessions to share best practices and gather additional feedback.
• Build strong relationships with clients to foster trust and open communication.

Education
EDUCATION and EXPERIENCE:

• Bachelor's degree or equivalent experience.

Experience

• +5 years of experience in client relations, Implementation and/or Service Operations, product management preferable in HCM and Marketplace
• Proven track record of managing client feedback and driving product improvements.
• Solutions

Skills

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Knowledgeable on our HCM solutions &/or Marketplace
• Proficiency

A little about ADP:
We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

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.

Ethics at ADP:
ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.