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 ROLEThe 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.
RESPONSIBILITIESIndependently 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 to 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.REQUIREMENTS100% 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.
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