Job Description
Your candidacy is currently being considered for a requisition for an Alight Inc group company. As you may be aware, Alight has announced intent to divest its Payroll & Professional Services business to HIG Capital. After the transaction closes, this position will be aligned to the new Payroll & Professional Services owned by HIG Capital ('Divested Group'). By applying for this position which will be with the Divested Group company, you understand and agree to the information you submitted for your application with Alight being shared with the Divested Group company. In addition, if you are made an offer of employment, it will be contingent on your undergoing and successfully completing a background check consistent with the Divested Group company employment policies. The role: Annual Activities •Create Annual Activity Planner and share with the client and TPV. •Approve and Publish Final Version of Agreed Annual Payroll Calendar and system set up . •Agree password format for the year Service Delivery •Act as First point of escalation for payroll queries. •Handle all the non-Payroll related tickets under the correct function . •Mass upload, master data processing in hrX (only if applicable) •Exchange event monitoring (only for hrX clients) •Manager RCA - Arrange RCAs. validate quality Etc •LVMS or BO reports to ensure all the ticket are close on time by TPV •Responsible for the updating, maintaining, and enforcing of the Defined Work Instructions (DWIs) and CLIENT Solution workbook •Responsible for the resolution of Technical/Functional issues escalated from the team, CLIENT and/or Partner and ensuring all system issues/defects are reported correctly and tickets are logged with the necessary details and evidence so Application Services and/or Products can investigate SLA Reporting •Cross check the KPI with the real results and report to TPV to identify and correct any deviation •Updating of SLA and fail reason in LVMS reported on monthly bases. Change Requests •Check Client/Alight CSW/SOW for compliance •Check Alight/TPV CSW/SOW for compliance •Notify PSM on Change Requests raised •Apply the CR process as per VPS 3.0 std. process •Update CSW and get client's approval on the changes in Docs Escalations •SPOC for TPV´s •First Escalation point for Clients. •Include in RAG the escalations with PSM help •Manage issues that need to be escalated - TPV related Security and Compliance •Initiate SI process in case any SI detected by PSA •Perform SOC1 Controls Hyper-care •Participate in Hyper care calls •Collaboration with Project Manager, PSM and OA team for Integration Support etc •Supporting and Validating the testperformed during pre-go live phase. (UAT/SIT testing and data mapping configuration, support in process definition) •VPSprocess Walkthrough call with all the new CLIENTs during Hypercare Governance •Manage regular Operations calls(Corrections call/Post-payroll call etc) •Prepare post payroll Review Deck. •Manages Operational Plan to track actions/issues. •Manage issues that need to be escalated - TPV related •Ensure adherence to all agreed schedules as per SOW for Client/TPV •Collaborate with PSMs to ensure on the quality of services provided by the TPV provided to the client. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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