Delivery Specialist

Overall objective of the Role  

Responsible for supporting the operational teams to ensure they are skilled and knowledgeable in meeting our client(s) deadlines, whilst also working with Management to provide the best service to our clients by delivering their functional and technical expertise support a selection of clients  

MainResponsibilities 

Delivery Key responsibilities: 

• Support Managers with client engagementensuring all information is accurate and provided on time  

• Provide support and guidance for all implementations and go lives  

• Provide daily functional support to the teams, to support the successful delivery of payrolls  

• Responsible for the maintenance of all process flows and process descriptions (L3 and L4 documentation) 

• Ensure and Sign Off System Maintenance Testing 

• Responsible for the updating, maintaining and enforcing of the Defined Work Instructions (DWIs, L5 documentation)  

• Support the review of the Statement of Works before its shared with the Client to ensure its fit for purpose 

• Responsible for the optimization of HR administrative processes driving efficiency and automation 

• Responsible for liaising with customer process leads regarding process gaps, client issues, and escalation handling maximizing client satisfaction. 

• Responsible for the resolution of technical issues escalated from the team and ensuring 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  

• Responsible for the resolution of functional issues escalated from the team and ensuring all processes are reported correctly and logged with the necessary details and evidences to redefine and enhance processes with the customer 

• Working with Operational Management, Transformation and Products to implement automation,innovation and any continuous improvement programmes  

• Responsible for the management of the legislation roadmap and ensuring the team are upskilled in upcoming changes and processes are updated where needed  

• Support Year End  

• Ability to recognize and deal appropriately with sensitive and confidential information 

• Proactively identify upsell opportunities  

• Support Management with the resolution of client escalations, along with lessons learnt  

• Upskill and develop team members through training delivery and coaching to enable them to fulfil their role  

• Alight Security Standards are adhered and followed  

• Time Recording to be completed on time and accurately  

• Contribute to team meetings and raise any issues immediately to your Operations Manager  

• Ensure you are up to date with all Alight announcementsand communications 

• Build good relationships with all lines of businesses where appropriate  

• Participates in projects and activities as needed and assigned 

Key Criteria to monitor performance  

• Adherence to all Security and Compliance procedures 

• 100% Attainment of customer SLA agreements 

• Adherence to quality standards 

• Adoption of innovation initiatives 

• Reduction of client escalations through knowledge transfer to both the client and payroll team 

• Demonstrate professionalism and act responsibly 

Alight Core Competencies 

• 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 

III. REQUIRED EXPERIENCE 

Professional / 

Job Experience 

• Strong knowledge of the various inputs and outputs such as third party interfaces, timekeeping, tax filing/compliance, benefits and other key areas that integrate with payroll 

• Ability to identify and mitigate risks 

• Strong knowledge of Visio and MS Office tools such as Excel, Word, and PowerPoint 

• Flexibility to support a global and fast paced environment  

• Attention to detail 

• Excellent written and verbal skills 

• Self-motivated and a willingness to learn  

• Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures 

Academic Degree 

Education and Training 

Essential  

• BA/BS in a business-related field such as Accounting, Human Resources, Business Administration, or equivalent combination of education & experience 

• 3-4 years relevant experience administering Payroll in an HR consulting, HR Outsourcing or Corporate environment 

• Expert knowledge on HR and payroll processes, practices and associated legislation 

Desirable  

• HRIS knowledge: Workday, Oracle HCM, SuccessFactors or PeopleSoft knowledge preferred 

• Payroll certifications, PDL, VPS