Job Description
The role : Annual Activities
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 test performed during pre-go live phase. (UAT / SIT testing and data mapping configuration, support in process definition)
VPS process 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.
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