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 The objective is to contribute and be part of the team responsible for the support and execution of customer services activities ensuring that output is accurate and on time. Your responsibilities may be focused on customer services and you will be flexible supporting either as or when required.
RESPONSIBILITIES Independently perform Customer Service activities as per the agreed calendar and KPIs
Support Statutory and Year End Reporting to the agreed calendar(s) and to the agreed KPIs
Use expertise to advise upon client queries/issues and ensure a strong understanding of country specific legislation and tasks
Support and knowledge transfer Apprentices and/or Associates on Data Management or Customer Service activities
Ensure Tickets and Calls are responded within SLA timescales and to a high standard
Support System Maintenance Testing
Liaise and transact with Third Parties
SOC Controls completed on time and with the necessary evidences
Support and contribute to root cause analysis to ensure details are accurate and that feasible preventative measures are suggested to limit any reoccurrence
Conduct Knowledge Transfer sessions and ensure the audience has understood and can put into practice
Maintenance of DWIs to ensure processes are up to date and reflective of the service
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
Highlight to Service Manager any deviations from the standard scope of service
Ability to recognize and deal appropriately with sensitive and confidential information
Contribute to team meetings and raise any issues immediately to your Service Manager
Build good relationships with internal stakeholders and keep them up to date when needed
REQUIREMENTS 100% Attainment of customer SLA agreements
Demonstrate professionalism and act responsibly
Adherence to all Security and Compliance procedures and quality standards
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 external clients. Ensure a balanced approach between client requirements and Alight priorities
Be Effective - Demonstrate knowledge of the Alight Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way
Flexibility to support a global and fast paced environment
Attention to detail
Excellent Dutch written and verbal skills and good English skills
Self-motivated and a willingness to learn
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.