Global Hcm Success Factor Service Lead

**JOB TITLE: Global HCM Service Lead**

**DEPARTMENT: Global View**

**REPORTS TO: Global HCM Service Manager**

**JOB PURPOSE**:
ADP builds a trust-based relationship with our clients and guides them on how to get the most from our Human Capital Management (HCM) solutions.

Our Global HCM Service Lead actively contributes to ADP continuous success by helping leading multinational companies to manage their employees' life cycle from recruitment to retirement. The position holds a key role participating in or leading process/business improvement activities and projects.

**KEY RESPONSIBILITIES**:
As a member of ADP's Global HR & Talent Client Service team, the Global HCM Service Lead will be responsible for our global SuccessFactors clients and single point of contact for the clients' global team. He/she will be responsible for managing the issues resolution process and co-ordination of global-regional activities within defined SLAs (service level agreements) and not addressed by contractual standards.

**KEY DUTIES/TASKS**:

- Responsible for client relationship regarding the global HCM services
- Co-ordinate internal communication across all regional SuccessFactors Application Support consultants for clients (between EMEA, NA & APAC regions)
- Responsible to support also other activities related to client service such as user training delivery, additional after go-live system configuration activities etc.
- Responsible for managing global change request process and co-ordinate all regional/local service teams where local involvement is needed (global & local system maintenance and testing co-ordination)
- Responsible for consistency message and quality level of HCM SuccessFactors service across all 3 regions for the Clients he/she is assigned to.
- Responsible for working with SAP on incidents' resolution
- Global Client Service single point of contact to the client global counter part's team for any discussion topic related to global HCM functionality
- SuccessFactors system maintenance and configuration for one or more modules depending on experience
- SuccessFactors release management

**SKILLS AND KNOWLEDGE**:

- Fluency in English (oral and written)
- Strong client service orientation
- Good analytical skills
- Excellent project /process mapping experience
- Ability to train and coach
- Perfect understanding and practice of HR processing procedures
- Ability to work in a virtual team environment
- Excellent verbal and written communication skills
- Strong initiative and enthusiasm
- PC literate (Windows, Excel, Word)
- SAP SuccessFactors functional/technical skills
- Previous SuccessFactors implementation or service experience
- SAP ERP (ECC6) knowledge is a plus
- Siebel or knowledge and practice of other Client Relationship Management tools
- Perfect understanding and practice of global HCM processing procedures

**EDUCATION AND EXPERIENCE**:

- University degree and relevant work experience
- SAP SuccessFactors Certification in one or more modules

LI-AV4

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.