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Operational Assurance & Interface Support, Senior Associate in Granada (GRA1), ES, Spain

NGA Human Resources

Overall objective of the Role

The Partner Contract Operation Assurance and Integrations Support (PC-OAIS) provides support to global Accounts, for the countries where the payroll has been outsourced, and is accountable for ensuring data and files submitted by PARTNERS and CLIENTS are provided accurately and on time with the highest quality and ensuring continuity as prescribed in the CLIENT and PARTNER contract. Covers all hrX Exchange related queries with the CLIENTS and the PARTNER and make sure that all Go lives are onboarded properly.

Is responsible for ensuring the integration between CLIENT and PARTNERS is properly set up during the implementation phase, and to maintain and develop relationships between the business unit and internal or external stakeholder as well as PARTNERS at all times, working collaboratively alongside the Partner Contract Senior Associate, Operational Assurance teams, Implementation and any Other internal teams.

The PC-OAIS is responsible for maintenance and monitoring all transactions via hrX Exchange and making sure all information is flowing correctly between CLIENT and PARTNER.

The PC-OAIS is responsible for checking the correct configuration of hrX Exchange during implementation phase and that all deliverables during parallel and Hypercare are provided as per the agreed contact.

The PC-OAIS is also responsible for testing any new releases before going into Production and to follow up on all the DEFECTS.

Is accountable for Dashboard monitoring and internal hrX Exchange issue resolution with the technical team , direct communications with the CLIENT and PARTNER during Hypercare and mass upload activity during business as usual.

Delivery Key responsibilities:

  • Exchange daily monitoring: Prior to cut-off ensure the events are processed in hrX and any action required is performed before cut-off
  • hrX monitoring: (Only UAT/SIT, Hypercare) monitors outbound interface results between NGA systems, CLIENT or PARTNER (hrX)
  • Report to the Partner Contract Senior Associate worklist review items to be highlighted to the CLIENT.
  • Root Cause Analysis: Determine root cause analysis of failures and work with CLIENT, PARTNER, Alight/NGA Applications and Products on the preventive action:
    • For example: Reporting defects and testing when fixed, do the follow up with Application and Products. Missing IDOCs investigate why missed - held in EFT or not received
  • Interface monitoring: (only in UAT/SIT or Hypercare) Communicates delay of inbound/outbound on time to corresponding teams.
  • hrX SOC1: Performs hrX SOC1 Controls in timely manner without any delay: the agents receive a file on monthly basis with the open BODs that need to be investigated and closed before the SOC1 completion deadline CLIENT & PARTNER.
  • Supports CLIENT/PARTNER on HRIS system data input (if applicable for workaround due to defect in hrX).
  • During SIT/UAT and Hypercare support CLIENT with hrX processes, navigations..etc
  • Go-live Validation: Project support during implementation Phase (UAT/SIT testing and data mapping configuration, support in process definition)
  • MUF: Mass upload, master data processing in hrX (only if applicable) and format error checks with the CLIENT
  • QAS Testing: hrX new release, regression and functional testing in timely manner. Report detected Incidents/Defects to Applications System Support (APPS) for Products to fix prior to deployment in Production
  • APPS support: Support APPS with the workaround caused by system outage if it can't be managed by IT team.
  • Transformation & Innovation: Perform assessment of risk and impact in Business as Usual (BAU) accounts, required adjustment and testing prior to the deployment of the solution in Production
  • Work on improving hrX user experience and aim towards reducing redundant manual work and promote automation
  • SIT & Parallel: Support SR team and Certification team.
  • Payroll Calendar configuration during Implementation in QAS and PROD
  • Wage Type Catalog validation in QAS and PROD during implementation, and any additional changes requested during Hypercare.
  • Regression, Change Request and new enhancement testing
  • Proactively identify upsell opportunities
  • Build good relationships with all lines of business
  • Participate in projects as needed and assigned
  • Participate in weekly calls during implementations phase with all the parties involved, CLIENT, PARTNERS and PCSA.
  • Participate in daily/weekly calls for SIT /UAT during implementation phase when requested.
  • Full support for special care and remediations CLIENTS.
  • CLIENT/PARTNER support with sessions related to use of hrX Exchange.
  • Perform all Manual workarounds agreed and defined during implementation or DEFECTS
  • Project support during Implementation Phase: Agent validates the setup of hrX both Exchange and Assist:
  • Go Lives validation and assessments - Exchange: validate local forms, hrX integration with payroll engine is set up correctly (manual, semi or automated integrations), crosscheck wage types against the wage type catalogue and validate WT global mapping in Exchange, validate data migration completion and that dashboard is clean, validate Alight-NGA/PARTNER/CLIENT access and roles, validate post payroll reports status (security and standard format compliance) eg: payslip contains the mandatory details for the security scanning to work.
    • Provide evidence and confirm to Operational Assurance Lead in order to give the go decision. If the status of the validation is not green the go cannot be given
  • Assist: Validate CLIENT configuration, entity and functions, check access and users are assigned to the correct function and parties know how to use the tool
  • hrX external access & access issues - handle CLIENT request for external hrX access for long term absence and terminated employees.
  • Investigate any access issues and work with APPS on the root cause
  • GL posting into CLIENT finance system if this deviation is included in the agreed NGA service, download the Finance file in hrX Excahnge and upload to EFT for the CLIENT

Key Criteria to monitor performance

  • Adherence to all Security and Compliance procedures
  • Adherence to quality standards
  • Adoption and support of innovation initiatives
  • Demonstrate professionalism and act responsibly
  • Ability to effectively communicate with all levels within the business
  • Advanced knowledge of processes and policies of the Payroll Area
  • Advanced knowledge of the processes, policies, and procedures related VPS standards and hrX Exchange
  • Demonstrates to understand Internal Organisation - Knowledge of standard procedures of NGA
  • 100% Attainment of CLIENT SLA agreements

NGA Core Competencies

  • Issue Resolution: good problem-solving skills and the ability to manage issues, make decision using own initiative and mitigate risk.
  • Communication: Good Written and Verbal Communication
  • Payroll Knowledge: Understand the Payroll Process and requirements.
  • 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 NGA priorities
  • Be Effective - Demonstrate knowledge of the NGA 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

Professional /Job Experience

  • 1.5-2 years experience with Payroll and HR operations or Customer 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
  • Ownership and responsibility
  • 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
  • Ability to manage stress

Academic Degree / Education and Training

Essential

  • Experience in working with multiple payrolls and HRIS
  • Outsourced payroll experience
  • Client facing
  • English

Desirable

  • 2-5 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
  • Experience with hrX Exchange and Partner Contract Associate role.

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