Delivery Manager, Dutch Speaker - Granada, España - Alight

Alight

Empresa verificada

Granada, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Our story
At Alight, we believe a company's success starts with its people. It's why we're so driven to connect passion with purpose.

Our team's expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive 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. Because transformation takes a workforce.

Overall objective of the Role

Responsible for the end to end client relationship, ensuring that all contractual agreements are delivered on time and accurately

Main Responsibilities

Delivery Key responsibilities:

End to end management of the client relationship, including all escalation
Work in partnership with Account Management to ensure accurate and timely contract revisions
Manage and identify deviations from the contractually defined standard scope of service including following the defined Change Request process. This may include but is not limited to, estimating and implementing changes and ensuring the defective input process is followed
Ongoing review of the Country Solution workbook and ensure updates are captured
Year End management
Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be provided to your manager
Conduct Service Review meetings, ensuring actions and follow ups are timely and accurate
Lead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and resolved
Liaise with internal stakeholders (AD, RSDM, SDM, SR, supporting functions) to ensure successful management of the client
Project Management to ensure successful implementation of any new service or processes
Working with Transformation and Products, in liaison with specialists, to implement automation and innovation
Management of internal stakeholders
Liaise with the JL3 to ensure the service is running as per our SLAs and KPIs
Support ITCAMs/ADs in ensuring the client is aware of any product enhancements
Payroll Legislation updates are fully documented by the specialist and understood by the team
Annual planning reviewed and signed off by client(s) and JL
Alight Security Standards are adhered and followed
Accountable that all root cause analysis is accurate and that preventative steps are implemented to limit any reoccurrence
Ability to recognize and deal appropriately with sensitive and confidential information
Handle all required purchase order management activities per the defined process
End to end management of the operational team, including regular individual reviews, training, performance management, absence management and overall adherence to Alight policies
Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
Management of recruiting the correct Specialists for the team by working with the Recruitment Team
Manage and monitor timely and accurate time recordings in the time management system
Keep team informed by conducting effective team meetings
Communication and engagement of team ensuring that business updates, innovation etc is fully understood by the whole team.
Maintain a professional environment; correct behaviours and enforce the use of business etiquette
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
Team Performance within defined standards and customer contracts
Ability to effectively communicate with all levels within the business

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

IV. REQUIRED EX