Partner Service Associate

7 days ago

Kochi, India Alight Full time

**Our story**

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

**(THE ROLE)**

In this role you have to be liaison to Payroll Partners ensuring they are providing an efficient and effective service in line with the requirements of the Declaration of Service (SOS) and payroll is delivered as expected in line with the client contract and the third party vendor suppliers´ agreements.

Vendor Management Senior Associate manages simple and complex requests and systems in accordance with the contract and the agreed service level requiring a high level of specialized VPS knowledge & experience.

**(RESPONSIBILITIES)**
- Owns and ensures the day-to-day management of the services provided by the Payroll Partners for assigned Alight CLIENTs and that all controls are met to ensure a quality payroll delivery
- Be familiar with CLIENT MSA_ Master Service Agreement and all schedules (including, but not limited to SOW, SLA, Charges Schedule)
- Be familiar with Partner/Third Party Vendor Contract (SPA, SOW/SOS)
- Ensures compliance with the overall tools and processes for Payroll suppliers to align with Alight/NGA Standard services as described and published by Alight/NGA Operations.
- Ensure that all performance is monitored directly with the Payroll Partner, reported, and managed in a consistent manner for the assigned Alight/NGA CLIENTs.
- Ensure service alignment, where contract allows, for the assigned Alight/NGA CLIENTs between the Payroll Partner and all applicable Alight/NGA teams during post go-live for all Payroll suppliers related issues and escalations.
- Identify gaps in contracts where not back to back and needs of the service in order to improve them in collaboration with the local team.
- Act as the first point of escalation for Payroll Partner and CLIENT.
- Lead meetings with Payroll Partners, where necessary, relating to services provided to assigned Alight/NGA CLIENTs.
- Ensure Tickets and Calls are responded within SLA timescales and to a high standard
- Responsible for SLA reporting.
- Manage Root Cause Analysis to ensure details are accurate and that feasible preventative measures are suggested to limit any reoccurrence
- Ensure the correct use of the interfaces between Alight/NGA and Payroll suppliers.
- Manage queries and incidents with the CLIENT and Partner and follow the appropriate procedure for its resolution.
- Prioritize the work to ensure the objectives are met.
- Respond to requests for information or resolution of incidents in his/her area of competence
- Escalate complex requests from users to top-level experts.
- Manage operations incidents, analyzing their origin and fixing them.
- Proactively identify upsell opportunities
- Responsible for the initial Change Request process aligning CLIENT and Partners expectations.
- Ensure proper delivery of change requests for change and improvement in the system participate in the approvals process and monitor the delivery keeping the CLIENT informed of the progress.
- Support Statutory and Year End Reporting to the agreed calendar(s) and to the agreed KPIs
- Manage Year End activities: Payroll calendar creation, system set up and ensure CLIENTs and Partners approval.
- Perform SOC Controls on time and with the necessary evidences
- Conduct Knowledge Transfer sessions with CLIENT and/or Partner 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
- Provide support and guidance for all implementations and go lives
- Responsible for the maintenance of the CLIENT Solution workbook
- Responsible for the updating, maintaining, and enforcing of the Defined Work Instructions (DWIs)and other process documentation
- 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
- Support Alight/NGA system maintenance testing
- Highlight to Service Manager any deviations from the standard scope of service
- Ability to recognize and deal appropriately with sensitive and confidential information
- Alight/NGA Security Standards are adh

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