Position: Associate

Job type: Full-time

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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.

      • Owns and ensures the day-to-day management of the services provided by the Payroll Partners for assigned Alight/NGA 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
Required Experience
      • 1-2 years’ experience with Payroll and HR operations or CLIENT Service in CLIENT facing situations
      • Good influencing skills, both internally and externally
      • Experience of working in a complex matrix structure
      • Understanding of delivery models from global delivery centre perspective
      • Ability to identify and mitigate risks
      • Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
      • Flexibility to support a global and fast paced environment
      • Attention to detail
      • Good written and verbal skills
      • Self-motivated and a willingness to learn
      • Ability to work with peers in other regions in a similar role to support on holistic global solution and approach.
      • Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures
      • Ownership and responsibility & ability to work under tight deadlines.
      • Ability to perform multiple tasks at the same time.
      • Academic Degree
      • Education and Training Essential
      • Experience in working with multiple payrolls and HRIS
      • Outsourced payroll experience or CLIENT service
      • 1-2 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.
      • HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
      • University degree in Accounting, Human Resources, Business Administration, or equivalent combination of education & experience
      • Other European language
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