12 days old

Global HCM Success Factor Service Lead - 6007027908222019

Prague, OK 74864
  • Job Code

Global HCM Success Factors Service Lead

  1. Overview:


ADP (Automatic Data Processing) is the largest BPO provider for payroll and HR services.

The company was founded in the USA in 1949, and in Europe, has been present for over thirty years.


GV is ADP's organization committed to providing World Class Service to large multi-local clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.


GlobalView's Shared Service Organization for European clients is based in Prague and serves clients across Europe


Role objective:


As a member of ADP's GV Client Service team, the Global HCM Success Factors Service Lead will be responsible for our global SFSF clients: for managing the issues resolution process and co-ordination of global-regional regional activities within defined SLAs (service level agreements) and not addressed by contractual standards.


  1. Responsibilities:

Provide service/ support to customers using HCM SF functional modules on global platform

    1. He/she is responsible for client relationship regarding the global HCM services
    2. He/she is expected to co-ordinate internal communication across all regional SFSF Application Service teams for clients (between EMEA, NA & APAC regions)
    3. He/she is responsible to support also other activities related to client service such as user training delivery, additional after go-live system configuration activities etc.
    4. He/she is 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)
    5. He/she is responsible for consistency message and quality level of HCM SFSF service across all 3 regions
    6. He/she is becoming a global CS single point of contact to the client global counter part's team for any discussion topic related to global HCM functionality



The global SF system maintenance and the system customizing can be related to the following SFSF functional areas:

Employee Central: Global employee master data & impact on local PA/PY functionality when global change is applied

Talent Management

Performance Management

Compensation Management

Workforce Analytics

Workforce Planning


The tasks to be performed in the change request process are as follow

  • Elaborate the quotation of customer change requests and negotiate it with the client, with the help of GSDM
  • After validation ensure modification in SF relevant module are consistent with ADP GV/GVS global template
  • Global Testing and validation responsibility
  • Participation on training of new HCM service team members on ADP GV/GVS guidelines






  1. He/she will take ownership of regular review of all open global tickets and regular updates to the client global team -- with the support of GSDM
  2. He/she is in charge to address ongoing problems faced by the client when he uses the HCM SF system, if the case has been escalated to him/her by the first line relation center.
  3. He/she analyses the problem on a global level, estimate and propose the resolution process, with the possible support of product management
  4. He/she takes responsibility on co-ordination of all regional application support teams to deliver one global solution to the client
  5. He/she will manage the configuration and test the changes and then makes sure that they get available for the He/she checks that the client is satisfied with the solution



Ensure new SuccessFactors clients are on- boarded and stabilized in alignment with all other non HCM/PY functionality

  1. Participate in transition between implement phase to service and review the learning points
  2. Participate in defining cross functional service scope, responsibilities and delivery list with client


Ensure Internal communication and further co-ordination:

  1. keep extended Leadership team updated on SuccessFactors matters and HCM SFSF team progress and procedures
  2. co-ordinates access to SuccessFactors online resources. Acts as a counterpart with Partners enablement SuccessFactors organization.







III. Qualifications:




  • 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 team environment
  • Excellent verbal and written communication skills
  • Strong initiative and enthusiasm
  • PC literate (Windows, Excel, Word)
  • SAP /SF functional/ technical skills
  • Previous SFSF implementation or service experience
  • SAP CRM or knowledge and practice of other Client Relationship Management tools
  • Perfect understanding and practice of global HCM processing procedures



  1. Key Interfaces with other parties:


  • GV Client Service Managers & TL's
  • SL Service Manager's & TL's
  • Global Product team
  • GSDM's
  • Global Implementation methodology team
  • Global CS Methodology team
  • Shared Service Centre Teams
  • SL global Methodology team
  • Competency centre

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.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2019-10-31 Expires: 2019-11-30

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Global HCM Success Factor Service Lead - 6007027908222019

Prague, OK 74864

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