Payroll Process Specialist/subject Matter Experts
3 days ago
**Role summary**
The Process Specialist/Subject Matter Experts is responsible to drive process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, manage major projects/events, and support building operations capabilities for all of the HR process areas to increase productivity, reduce cost, and increase service quality and customer satisfaction across the different delivery centers, geographies, and accounts.
**Main responsibilities**
**Process/Service Management**
- Owner of an end-to-end service to defined accounts and/or processes when requested
- Proactively initiate process improvements to improve performance
**Issue, Incident & Case Management**
- Assists Associates in a timely and accurate resolution of complex cases for assigned functional area
- Supports teams in performing Root Cause Analysis (RCA) to escalated issues and generates an appropriate and effective solution to satisfy the client
- Provides support on Applications and System Changes for Base system maintenance (Corrective, Adaptive, and Preventive) and Enhancements (Direct Service Changes and Change Requests) and confirms configuration is fit for purpose where required
- Supports teams in dealing with 3rd party agencies (e.g. Statutory Agencies) to resolve escalated issues where required
- Supports Team Leaders and Associates in documenting and maintaining Operational Issues/Action Log where required
**Special Projects and Major Events*
- Plan and project-manage annual events, special projects with the guidance of Senior Process Specialist or Senior Process Manager
- Supports Operational Readiness consultant in executing the transition activities as required ensuring that transitions are completed within defined scope, quality, and time
**Delivery Assurance*
Participate in the following Delivery Assurance activities as requested with the guidance of the Senior Process Specialist or Senior Process Manager.
- Participate in Contract walkthrough and estimate the resource requirement and establish sourcing/training plans.
- Coordinate with Global/Local Training team to establish the training plan as required.
- Participate in Fit & Gap: Evaluate feedback on a standard to compare complexity against the Ops Standard model and Update any assumptions
- Check existing CR Status, Ticket Backlog, OPEX initiatives, DWIs/OLR, Error Logs (OriginatLocation) for Centre to Centre Migration Projects.
- Review contract between TPV and NGA with HRO and TPV on the scope of support and deliverables.
- Check Data Mapping, Payroll Calendar, Infrastructure Set up, and SOC1 controls and provide clearance as Toll Gates.
- Check and approve Training completion and certification status and coordinate with other Stakeholders to ensure acceptance and approval of delivered resources and their capability.
- Confirm client requirements - including access to myHRW and ensure that it is established by OR Team.
- Ensure that Client Specific Training is completed, and certification is done by OR Team.
- Check Data Migration, UAT, Parallel Runs were completed successfully
- Test result review & sign-off: secure resource availability to facilitate timely verification of test results
- Service Rehearsal Testing: SRT sign-off complete
- Hyper care planning: Contribute to and explicitly get resources assigned to the hyper care phase.
- Participate in NGA and Client Go-No Go decisions
- Check and confirm that OR Deliverables are completed as per Schedule.
- Actively participate in governance & take accountability for client-side actions during HyperCare Period.
- Provide input & feedback on the strengths and opportunities for improvement experienced through the implementation and ensure that Lessons learned are documented.
- Check if P&L inclusions include all CRs and it is updated to date.
- Participate in BCP Test
- Participate in HyperCare Stage Closure / SR Delivery: Documents and sign off
- Project Closure: Documents and sign off/lessons learned
- Supports Service Readiness and Operational Readiness team on all operational impacting questions/decisions
- Ensures compliance of delivery with NGA Standards as defined by the Service Delivery Architecture team
- Proactively Initiates and executes lessons learned on projects and major events
**Compliance**
- Monitors, implements, and cascades legislation/process changes and ensures accuracy and compliance with business rules and process documentation
- Ensure Regular updates of DWIs, FAQs, case management knowledge databases, and other process guidelines in line with the global standards and cascades information and updates to team members.
- Actively participate in audits. Provide formal management response to audit findings and define/execute corrective actions to the findings
- Performs root cause analysis on control failures and defines/executes corrective actions where required
**People Capabilities/Training**
- Create and revise training content for assigned areas of expertise in collaborat
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