Delivery, Supervisor - Granada, España - Alight Solutions

Descripción

Your candidacy is currently being considered for a requisition for an Alight Inc group company.

As you may be aware, Alight has announced intent to divest its Payroll & Professional Services business to HIG Capital.

After the transaction closes, this position will be aligned to the new Payroll & Professional Services owned by HIG Capital ('Divested Group').

By applying for this position which will be with the Divested Group company, you understand and agree to the information you submitted for your application with Alight being shared with the Divested Group company.

In addition, if you are made an offer of employment, it will be contingent on your undergoing and successfully completing a background check consistent with the Divested Group company employment policies.

The Role:
The Service Manager is responsible for engaging and coordinating the team in all day to day service activities.

You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards.

You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues.

You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture.

As the Service Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members.

RESPONSIBILITIES Supports the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues Effectively manage and monitor ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards Coordinate training on ticket management as needed Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followed-up Ability to utilize the hrX suite of tools as it relates to the scope of their team Undertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed Understand global standard processes as well as contractual scope of service for their team Detect and solve possible inefficiencies in processes To support Specialist activities for specific accounts when the need arises Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate Support the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly tracked Manage accesses on all applicable systems for their team and support on logistical issues Ensure compliant use of all systems and Company properties Perform performance review for their team in collaboration with the Operation Manager Support and manage the team to ensure SOC compliance Ensure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation.

Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to date Manage TRS and all time-related standard processes for their team: back-ups, shifts, holiday coverage, absences, presence in trainings, overtime, work at home, etc.

Based on the standard process requirements, inform/consult with the Operation Manager Manage schedule adherence, team productivity, capacity and utilization Ability to recognize and deal appropriately with sensitive and confidential information Support and adhere to all security compliance procedures while managing security incidents as per the defined process Support technical issue coordination and resolution Maintain a professionalenvironment; correct behavioursand enforce the use of businessetiquette Work in very strict, positive and flexible collaboration with the Operation Manager Liaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, reception Contribute to team meetings and raise any issues immediately to Team Lead and Operations Manager, as applicable To be up to date with all Alight announcements and communications Build good relationships with all lines of businesses where appropriate Participates in other projects and activities compatible with own skills as needed and assigned REQUIREMENTS Strong experience and expertise in HR data management Previous experience with new Client implementation, Change Requests, data interfaces is strongly desirable Strong knowledge of 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 Essential 2-3 years relevant experience in an HR consulting, HR/Payroll Outsourcing or Corporate environment.

HRIS knowledge:
Workday, SAP, or PeopleSoft knowledge preferred Fluent English both written and spoken allowing effective communication in professional environment Desirable BA/BS in a business-related field such as accounting, Human Resources or Business or equivalent combination of education & experience Experience managing a team We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization


Pay Transparency Statement:

Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography.

Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:


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.

.
#J-18808-Ljbffr