Job Description

Unlock Your Career Potential: Customer Service at ADP. It's all about enabling our customers to be more effective employers. Our Customer Service team makes it happen by collaborating with customers and other ADP colleagues to ensure our products and services deliver winning results. Did you know that the vast majority of our customers are not only satisfied, they'd recommend ADP to someone else? You will be the one providing the on-the-spot support that makes our integrated solutions stand out in today's increasingly competitive global marketplace.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

ADP is hiring many Health Compliance Account Managers. The Account Manager is responsible for serving as a strategic and trusted advisor to a dedicated client base, providing Affordable Care Act (ACA) compliance services: Provides strategic insight as an ACA expert and valued partner for ADP's largest clients regarding ACA eligibility, affordability, reporting, analytics, penalties, exchange management, related source data files, and cross-platform integration points. Provide ADP Health Compliance product expertise and consultation to solve clients' most critical business challenges. Directly accountable for providing superior client service and supporting clients who enroll in the ACA Health Compliance Program.

The Account Manager, with deep knowledge of client HCM objectives and overall compliance strategy, leads and executes a proactive strategy for each client, focused on providing strategic insight at every stage in the client journey. The Account Manager works with the client's HCM contacts, ADP's HCM partners, and the client's 3rd party HCM partners in the critical HCM areas (payroll, benefits, HR, LOA, non-employee and multiemployer) to drive compliance and alignment to client's ACA strategy. The Account Manager delivers an end-to-end client experience, guiding the client in partnership, by understanding impact of their overall and daily HCM practices and leveraging that knowledge for forward-planning to realize their client specific ACA strategy and compliance objectives.

The Account Manager leads regular collaboration and strategy sessions within multiple levels of the ADP's NAS HCM Service team (our third party HCM providers). The purpose of this regular / monthly collaboration is to facilitate and guide the clients HCM team to identify and navigate resolution/accomplishment of short-term and long-term complex HCM and ACA objectives. This includes coordination & collaboration in highly matrixed global organization to develop and execute a comprehensive strategy. Clients will span the full range of ADP business and technology platforms, as well as 'stand-alone' clients with ERP solutions, primarily in the mid-market and large-market space.

RESPONSIBILITIES:

Provide Strategic Insight based on client's unique client business environment:

* Provides strategic insight as an ACA expert and trusted partner for ADP's largest clients regarding ACA eligibility, affordability, reporting, analytics, proactive penalties management, exchange management, related HCM business practices, and cross-platform integration points.
* Share HCM industry updates and information relevant to a particular client's needs.
* Responsibilities may shift as the program expands to include evolving legislation and federal guidance.

Navigate client complexity, analyzing and developing solutions for unique data and HCM practices:

* Provide ACA service, strategic insights and guidance to clients with varying degrees of complexity. Factors driving complexity include client's unique HCM business practices, client industry, client platforms across multiple internal and external business partners.
* Manage effectively across business units within ADP to understand the hidden elements within the organization that impact the client HCM strategies and the business.
* Deliver end-to-end understanding and insight of ACA compliance service model:
* Effectively position ADP to execute effectively to deliver end-to-end ACA service model, to ensure the client holistically realizes the value in the ADP relationship.
* Drive ACA program compliance. Manage, research and document unique client-specific penalties.
* Provide proactive assessment of current employees (active /term and LOA) to determine eligibility status and compliance.
* Determine benefit plan affordability (MEC/MV) for each employee with an ACA benefit status that measures ACA full-time and is expected to be full time
* Shares ACA industry updates & ACA complications information, product updates, and related service and ACA impacts (unique for each client).
* Drive client satisfaction; manage loyalty, risk and overall client health.

Manage difficult situations effectively and with the highest standard of integrity:

* Includes proactively handling and identify potential issues with transparency and accountability, setting reasonable expectations for the client and de-escalating difficult situations.
* Accountable to dissect and determine the root causes of unique (HCM/ACA) client issues/roadblocks, by holistically and permanently solving problems. Includes creating a customized cross-functional project plan that is measured and adjusted as needed until full resolution.
* Solve client problems by ensuring a consistent and superior client experience, taking a broad perspective to identify and execute solutions timely.
* Drive total client satisfaction by delivering a seamless and unified experience in partnership. The Account Manager will engage ADP HCM Success Executives, HCM Consultants, HCR technical partners and other ADP or 3rd party partners, where applicable.
* Establish and manage an expectation of developing each client as a promoter. Lead client engagement opportunities relevant and beneficial to both the client and to ADP, including driving participation in key events (MOTM, CAB, Online Forums, Ambassador Program, etc.).
* Strategically partner internally across NAS HCM partners and externally to monitor, understand & maximize the overall client health.

Serve as mutual and strategic partner with Client:

* The Account Manager owns their clients success by becoming a mutual partner of the client's company and industry in order to accurately provide an overview of their clients' business, their performance in the industry, critical business issues and strategic goals, in order to proactively identify and act on Risks and Opportunities. The Account Manager is a proactive partner who helps clients understand marketplace implications for a client's unique HCM practices, data and how it applies to the ACA.
* Ability to identify who the critical decision-makers are within the disciplines we generally support (HR, Payroll, Benefits, IT, etc.).
* Consistently monitors open cases to ensure Service Level Agreements are met or exceeded.
* Manage overall performance of client interactions according to corporate standards and guidelines. May participate in stretch assignments with cross-functional project teams, such as Change Ambassador program that conducts new Health Compliance release validation or strategic projects led by the PMO that align with our business goals. May serve as a team contributor in the rollout of new or revised ADP products, programs, processes and tools, providing the associate perspective.
* May serve as a champion within immediate team, to encourage adoption of service initiatives.

Strategic Client Experience Assignments:

* May participate in stretch assignments with cross-functional project teams, such as Change Ambassador program that conducts new Health Compliance release validation or strategic projects led by the PMO that align with our business goals. May serve as a team contributor in the rollout of new or revised ADP products, programs, processes and tools, providing the associate perspective.
* May serve as a champion within immediate team, to encourage adoption of service initiatives.

Performs other related duties as assigned:

QUALIFICATIONS REQUIRED:

* Bachelor's degree or equivalent in education and/or experience
* A minimum 3 years' experience successfully managing and supporting a dedicated client base in a business-to-business environment
* Available to work any 8 hour shift between the hours of 8:00 am and 8:00pm ET

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

* Health Care industry experience
* Strong client relationship skills
* Ability to work independently with little management or guidance
* Must be comfortable working in a performance-based environment while demonstrating high ethical standards
* Ability to demonstrate learning agility and critical thinking skills
* Initiative to seek out answers, solutions, and positive outcomes for both the client and ADP
* Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up in a timely manner
* Ability to collaborate and work in a team (and matrixed) environment as well as work independently while making sound decisions
* Excellent analytical, complex problem solving and time management skills
* Negotiation and problem solving skills
* Excellent communication skills - both verbal and written including strong skills in persuasion and motivation
* Must be able to learn new systems, processes, and products quickly and have a basic proficiency in Microsoft Office applications
* This is a non-exempt position, so willingness to work overtime on occasion is needed

Please check your email for an invitation to schedule a phone screening if you are selected for further consideration.

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We're designing a better way to work, so you can achieve what you're working for. 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. Always Designing for People means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

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