Job Description: At Alight, we believe a company's success starts with its people. It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology allows companies and employees around the world to transform and thrive. With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team. Because transformation takes a workforce.
ROLE DESCRIPTION Overall objective of the Role: Responsible for supporting the operational teams to ensure they are skilled and knowledgeable in meeting our client(s) deadlines, whilst also working with Management to provide the best service to our clients by delivering their functional and technical expertise support a selection of clients.
Delivery Key responsibilities: Support Managers with client engagement ensuring all information is accurate and provided on time
Support the Sales process to ensure scope of service is feasible and highlight any concerns immediately to the Senior Operations Manager
Identify opportunities to expand the scope of services based on market requirements
Provide support and guidance for all implementations and go lives, whilst ensuring automation and standards are utilized
Lead projects designed to improve customer satisfaction and business performance
Provide daily functional support to the teams, to support the successful delivery of payroll and HR processes
Responsible for the management of the legislation roadmap and ensuring the team are upskilled in upcoming changes and processes are updated where needed
Responsible for the maintenance of all process flows and process descriptions (L3 and L4 documentation)
Responsible for the updating, maintaining and enforcing of the Defined Work Instructions (DWIs, L5 documentation)
Support the review of the Statement of Works before it's shared with the Client to ensure it's fit for purpose
Responsible for the optimization of HR administrative processes driving efficiency and automation
Responsible for liaising with customer process leads regarding process gaps, client issues, and escalation handling maximizing client satisfaction
Responsible for the resolution of technical issues escalated from the team and ensuring all system issues/defects are reported correctly and tickets are logged with the necessary details and evidences so Application Services and/or Products can investigate
Responsible for the resolution of functional issues escalated from the team and ensuring all processes are reported correctly and logged with the necessary details and evidences to redefine and enhance processes with the customer
Working with Operational Management, Transformation and Products to implement automation, innovation and any continuous improvement programmes
Support Year End
Ability to recognize and deal appropriately with sensitive and confidential information
Proactively identify upsell opportunities
Support Management with the resolution of client escalations, along with lessons learnt
Upskill and develop team members through training delivery and coaching to enable them to fulfill their role
Alight Security Standards are adhered and followed
Time Recording to be completed on time and accurately
Contribute to team meetings and raise any issues immediately to your Operations Manager
Ensure you are up to date with all Alight announcements and communications
Build good relationships with all lines of businesses where appropriate
Participates in projects and activities as needed and assigned
Key Criteria to monitor performance: Adherence to all Security and Compliance procedures
100% Attainment of customer SLA agreements
Adherence to quality standards
Adoption of innovation initiatives
Reduction of client escalations through knowledge transfer to both the client and payroll team
Demonstrate professionalism and act responsibly
Ability to effectively communicate with all levels within the business
Alight Core Competencies: Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results.
Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement
Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities
Be Client Centric - Actively responds to meeting the expectations and requirements of internal and extern
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