Overall objective of 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 enabledeliverables 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 membersMain ResponsibilitiesKey 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 issuesEffectively 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 standardsCoordinate training on ticket management as neededEffectively 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-upAbility to utilize the hrX suite of tools as it relates to the scope of their teamUndertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implementedSupport 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 followedUnderstand global standard processes as well as contractual scope of service for their team Detect and solve possible inefficiencies in processesTo support Specialist activities for specific accounts when the need arisesStrong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriateSupport the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly trackedManage accesses on all applicable systems for their team and support on logistical issuesEnsure compliant use of all systems and Company propertiesPerform performance review for their team in collaboration with the Operation ManagerSupport and manage the team to ensure SOC complianceEnsure 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 dateManage 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 ManagerManage schedule adherence, team productivity, capacity and utilizationAbility to recognize and deal appropriately with sensitive and confidential informationSupport and adhere to all security compliance procedures while managing security incidents as per the defined processSupport technical issue coordination and resolutionMaintain a professional environment; correct behaviours and enforce the use of business etiquette?Work in very strict, positive and flexible collaboration with the Operation ManagerLiaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, receptionParticipates in other projects and activities compatible with own skills as needed and assignedKey Criteria to monitor performance Adherence to all Security and Compliance procedures100% on time and proper tracking of customer SLA agreementsAdherence to quality standardsTeam retentionTeam Performance within defined standards and customer contractsAlight Core CompetenciesBe 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 resultsSolve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvementTake Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunitiesBe Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and Alight prioritiesBe 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 wayProfessional / Job ExperienceStrong knowledge of MS Office tools such as Excel, Word, and PowerPointFlexibility to support a global and fast paced environmentAttention to detailExcellent written and verbal skillsSelf-motivated and a willingness to learnAbility to collaborate and work in a team environment, as well as independently while adhering to processes and proceduresAcademic DegreeEducation and TrainingEssentialBA/BS in a business-related field such as accounting, Human Resources or Business or equivalent combination of education & experience2-3 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 preferredDesirableExperience working with HR and payroll dataExperience managing a teamWe 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 subsidiaries, partners, or purchasers of Alight business units..Job SummaryJob number: R-22035Date posted : 2023-06-06Profession: Operations & Tech Services GroupEmployment type: Regular
