- Accountable for partnering with the internal and external teams to deliver client service with quality
- Enforces and support meeting/exceeding RSLs and KPIs and other performance quality objectives
- Consults/collaborates with internal and external focal points to ensure alignment on priorities and projects
- Accountable for adherence to the various internal and external audits requirements
- Manages day-to-day service delivery within the team in a multi-client, multi-shore environment
- Handles service escalations from internal and external clients
- Monitors daily workflow of client team
- Provides/Supports direction for process or problem resolutions
- Reviews data for trending
- Proactively looks for resolution of potential service delivery issues
- Supports and holds associates accountable for continuous process improvements
- Improves processes
- Reviews and coaches for resolution for client/team escalations
- Provides reports to clients and account team as required
- Manages special projects required or need to support client ongoing delivery
- Ensure annual review and updates to SOPs are conducted by associates
- Provides support on compliance and regulatory issues
- Support the Associate in the Annual Performance plans process and provide regular feedback
- Manages Performance Improvement Plans as necessary
- Monitors work schedule and time recording
- Engages associates so their work contributes to business strategies and promotes a satisfying work experiences
- Recognizes opportunities to build knowledge, skills and confidence by providing proactive coaching that prepares associates for success.
- Attracts, motivates and retains highly qualified individuals who are committed to delivering client and business results
- Promotes an atmosphere in which frequent, constructive coaching and feedback is the norm; personally and publicly encourages excellence in coaching and feedback
- Trains team associates and act as Subject Matter Expert
- Leads adherence to standard practices and client contractual commitments
- Responsible for establishing Operational Metrics and tracking the measures
- Participates in Client visits as needed
- Prepares for/Lead/Support periodic Client Team Performance Review process
Formal Education & Certification
- BA, BBA, BS in Business, or equivalent degree or work experience required
- FPC and or/CPP certification preferred or equivalent work experience
Knowledge & Experience:
- Experience/subject matter expertise in [WFA] functional processes such as Employee Data Administration, New Hire processing, I-9 Compliance, etc.
- 1-3+ years people management experience
- Must have Payroll experience
- Experience leveraging Systems Development Life Cycle within projects or operations
- Strong subject matter experience working with HRM Systems
- Demonstrates excellent verbal and written communication
- Able to write client ready documents and ongoing communications
- Holds basic Accounting Skills for reconciliation of invoices to the contracted values
- Demonstrate active listening, critical thinking, sound judgment and persuasion skills
- Strong experience/knowledge of HRO processes
- Understands and demonstrates problem-solving tools and methods
- Some project budgeting/costing knowledge
- Industry Knowledge desired
- Experience managing multiple clients
- Project Management experience desired
Technical Skill
- Must have Payroll experience
- Must have experience with ERP systems such as Peoplesoft, Oracle, or SAP
- Proficiency in Microsoft Office (Word, Excel, Visio, and PowerPoint) multiple client systems and Internet research
Hewitt Expectations
In addition to position qualifications, all employees of Hewitt Associates are expected to demonstrate the following competencies:
- Domain/Technical Expertise
- Client Focus
- Personal Impact
- Operational Excellence
- Business Acumen
