Job Description

Role summary
The Process Specialist/Subject Matter Experts is responsible to drive process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, manage major projects/events, and support building operations capabilities for all of the HR process areas to increase productivity, reduce cost, and increase service quality and customer satisfaction across the different delivery centers, geographies, and accounts.
Main responsibilities
Process/Service Management

• Owner of an end-to-end service to defined accounts and/or processes when requested
• Proactively initiate process improvements to improve performance

Issue, Incident & Case Management

• Assists Associates in a timely and accurate resolution of complex cases for assigned functional area
• Supports teams in performing Root Cause Analysis (RCA) to escalated issues and generates an appropriate and effective solution to satisfy the client
• Provides support on Applications and System Changes for Base system maintenance (Corrective, Adaptive, and Preventive) and Enhancements (Direct Service Changes and Change Requests) and confirms configuration is fit for purpose where required
• Supports teams in dealing with 3rd party agencies (e.g. Statutory Agencies) to resolve escalated issues where required
• Supports Team Leaders and Associates in documenting and maintaining Operational Issues/Action Log where required

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*Special Projects and Major Events*

• Plan and project-manage annual events, special projects with the guidance of Senior Process Specialist or Senior Process Manager
• Supports Operational Readiness consultant in executing the transition activities as required ensuring that transitions are completed within defined scope, quality, and time

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*Delivery Assurance*
Participate in the following Delivery Assurance activities as requested with the guidance of the Senior Process Specialist or Senior Process Manager.

• Participate in Contract walkthrough and estimate the resource requirement and establish sourcing/training plans.
• Coordinate with Global/Local Training team to establish the training plan as required.
• Participate in Fit & Gap: Evaluate feedback on a standard to compare complexity against the Ops Standard model and Update any assumptions
• Estimate the resource requirements, application usage, duration elements for the preparation of Change Requests.
• Check existing CR Status, Ticket Backlog, OPEX initiatives, DWIs/OLR, Error Logs (OriginatLocation) for Centre to Centre Migration Projects.
• Review contract between TPV and NGA with HRO and TPV on the scope of support and deliverables.
• Check Data Mapping, Payroll Calendar, Infrastructure Set up, and SOC1 controls and provide clearance as Toll Gates.
• Check and approve Training completion and certification status and coordinate with other Stakeholders to ensure acceptance and approval of delivered resources and their capability.
• Confirm client requirements – including access to myHRW and ensure that it is established by OR Team.
• Ensure that Client Specific Training is completed, and certification is done by OR Team.
• Check Data Migration, UAT, Parallel Runs were completed successfully
• Test result review & sign-off: secure resource availability to facilitate timely verification of test results
• Service Rehearsal Testing: SRT sign-off complete
• Hyper care planning: Contribute to and explicitly get resources assigned to the hyper care phase.
• Participate in NGA and Client Go-No Go decisions
• Check and confirm that OR Deliverables are completed as per Schedule.
• Actively participate in governance & take accountability for client-side actions during HyperCare Period.
• Provide input & feedback on the strengths and opportunities for improvement experienced through the implementation and ensure that Lessons learned are documented.
• Check if P&L inclusions include all CRs and it is updated to date.
• Participate in BCP Test
• Participate in HyperCare Stage Closure / SR Delivery: Documents and sign off
• Project Closure: Documents and sign off/lessons learned
• Supports Service Readiness and Operational Readiness team on all operational impacting questions/decisions
• Ensures compliance of delivery with NGA Standards as defined by the Service Delivery Architecture team
• Proactively Initiates and executes lessons learned on projects and major events

Compliance

• Monitors, implements, and cascades legislation/process changes and ensures accuracy and compliance with business rules and process documentation
• Ensure Regular updates of DWIs, FAQs, case management knowledge databases, and other process guidelines in line with the global standards and cascades information and updates to team members.
• Actively participate in audits. Provide formal management response to audit findings and define/execute corrective actions to the findings
• Performs root cause analysis on control failures and defines/executes corrective actions where required

People Capabilities/Training

• Create and revise training content for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower
• Deliver training for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower

Service Delivery Architecture

• Supports implementation of NGA Delivery Standards within assigned expertise area aligned to the global strategy from a product, process, and client value creation perspective
• Supports pre-sales activities when needed with the guidance of Senior Process Specialist or Senior Process Manager
• Support Translation of client needs into a deliverable solution and ensure it matches client expectation and is perceived best in class with the guidance of Senior Process Specialist or Senior Process Manager
• Support implementing and managing operational quality by continuous improvement of the NGA global standard solution(s) as executed in the respective region

Client and Stakeholder Management
Upon a needed basis the Process Specialist can support client communication and stakeholder management activities such as

• Daily/Weekly/Monthly Operations Priorities - Host operations call as per client requirements (daily/weekly/monthly) to assist in determining work priorities. The work priorities related to activities specified in payroll calendar, issues/actions log, change requests, continuous improvement log, and risk log
• Non-Technical Service Incidents - Leads/Own any communication with the client on any major escalations/incidents related to the assigned service scope
• "Hosts Operations Governance calls to:
• Monitor performance of agreed Service Levels, defining corrective actions
• Propose changes to existing service levels
• Propose and implement process improvements
• Propose engagement strategy for BAU
• Review any remediation plans. Identify trends of fundamental problems within the agree on service scope (data & voice, payroll services) and resolve any operational issues
• Identify and escalate issues to the Executive Leadership Board
• Develop and improve service review capability uplift plans"

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
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*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 subsidiaries, partners, or purchasers of Alight business units.
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Job Type: Full-time