Associate - Payroll Services

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 Standard services as described and published by Alight Operations.
- Ensure that all performance is monitored directly with the Payroll Partner, reported, and managed in a consistent manner for the assigned Alight CLIENTs.
- Ensure service alignment, where contract allows, for the assigned Alight CLIENTs between the Payroll Partner and all applicable Alight 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 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 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 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 Security Standards are adhered and followed
- Support Management with the resolution of CLIENT escalations, along with lessons learnt
- Full support for Special care and CLIENTs in remediation.
- Provide SLA results for the CLIENT at local level in the Monthly payroll Status Call.
- Time Recording to be completed on time and accurately
- Build good relationships with all lines of businesses where appropriate
- Update internal stakeholders, when needed, in a timely and accurate way
- VPS process Walkthrough call with all the new CLIENTs during Hypercare
- Payroll delivery monitoring during Hypercare phase
- Participates in projects and activities as needed and assigned.
- Contribute to team meetings and raise any issues immediately to your Partner Contract Service Delivery Manager.
- Ensure to be up to date with all Alight announcements and communications
- Upskill and develop team members through training delivery and coaching to enable them to fulfil their role
- Accountable for completing SLA data and validating the KPI´s from the Partners

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**DISCLAIMER**:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidia