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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Más información
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