col-wideJob Description:**Service Excellence Consultant****Activities**Responsible for ensuring the success of projects for Client Services Organization on the business transformation by executing all readiness activities and ensuring customers, stakeholders and third parties are ready to use, support, adopt and exploit new technology platforms and processes from release through to evolution.Reports to Manager: Gustavo Marcos**Position Summary**:The primary focus of this role is to promote the engagement/adoption of strategic Projects within Business and to provide thought leadership in strategic projects to improve the overall associate, partner, and client experience. The Service Excellence Consultant is involved throughout the business readiness plan taking a lead in gathering business requirements, defining priorities, and ensuring solutions are delivered along with facilitating communication across CSL Organization, with deep knowledge and expertise on the solution.In order to provide the best solution for the business and end user, it is required to have a strong understanding of the business processes across functions areas to review requirements and evaluate options and solutions proposed.**Role objectives**:Ensures a comprehensive / 360 approach is followed when executing the Business readiness plan: Client, Partners, and Associates engagement & preparation towards the change.Represent CSL Business Readiness Team during the impact assessments.Provide regular status reports, and drive awareness and communication related to the CS Projects to all stakeholders.Operate in line with Global tools, methodology, and processes.Create, maintain, and deploy required documentation related to CS Projects.Coordinate delivery timelines on system enhancements within technical and operational teams and ensure same is delivered in time / to achieve business objectivesEnsure interdependencies between solution and project rollouts are managed to meet business needs along with aligning with the different stakeholders.Facilitate communication among various product and business groups as necessary on strategic projects and coordinate product enhancement to build the communication package for ongoing improvementsBe an expert in the solutions and increase business engagement/adoption of the new technologies and processes to overall improve associate and client experience.Perform trend analysis and work closely with business champions to find improvement opportunities.Performs technical Demos to Clients.Monitor and Test HCM solutions from a client perspective.**Key Responsibilities**:Prepares communication packs for Associates, Partners & Clients.Manage business escalations on the assigned Projects and work with the respective product/business team in resolving the same along with addressing knowledge gaps relating to requirement/product documentation to be kept centrally available for stakeholder/leadership reference.Represent ADP Celergo Streamline in the respective Project forums and facilitate the requirements between various product teams / Business championsPrepare CSL Business Readiness Documentation, and define priorities by working closely with business stakeholdersEngage Clients and ensure technical and operations resources from the Client side are assigned when required.Act as SME hosting Clients & Associates Q&A sessions and 1:1 workshops.**Qualifications**:- 2 years of related project management experience.- International Project Experience- Experience designing and delivering presentations and training to diverse audiences, including senior management, administrative staff members, technical and non-technical personnel, and clients.- Change management and benefits realization in project management- ADP Business Process and organization knowledge- Client management experience required- Knowledge of HCM products, services, and industry challenges(Desirable)- Strong client service expertise. Applies critical thinking and problem-solving skills to research, troubleshoot, and correct client system/process issues**Experience/Skills**:Must be able to work well under pressure and have a strong understanding of the business process management and demonstrate achievementsTo take the initiative with mínimal guidance and be comfortable working both as an individual and as part of a team.Demonstrated ability in coordinating multiple projects of varying complexities and scope is highly desiredAble to adapt to dynamic environmentExcellent planning and organizational skills.Must be a creative thinker, able to identify solutions and options that have not previously been considered, and have the skills to turn the vision into execution.Must possess a can-do, winning attitude, the highest level of integrity, and the ability to inspire confidence with an open, trustworthy, and engaging styleExcellent oral and written communication skillsCommunication, presentation, and facil
