Senior HR Service Specialist

hace 5 días

Granada, Granada, España Alight A tiempo completo

About the Role

The Senior HR Comer Service position is a key role within the Alight organization, responsible for supporting and executing customer service activities to ensure accurate and timely output. As a member of the team, you will contribute to the support and execution of customer services, with a focus on customer service and flexibility to support either as or when required.

Responsibilities

  • Independently perform customer service activities as per the agreed calendar and KPIs.
  • Support statutory and year-end reporting to the agreed calendar(s) and to the agreed KPIs.
  • Use expertise to advise upon client queries/issues and ensure a strong understanding of country-specific legislation and tasks.
  • Support and knowledge transfer apprentices and/or associates on data management or customer service activities.
  • Ensure tickets and calls are responded within SLA timescales and to a high standard.
  • Support system maintenance testing.
  • Liaise and transact with third parties.
  • SOC controls completed on time and with the necessary evidence.
  • Support and contribute to root cause analysis to ensure details are accurate and that feasible preventative measures are suggested to limit any reoccurrence.
  • Conduct knowledge transfer sessions and ensure the audience has understood and can put into practice.
  • Maintenance of DWIs to ensure processes are up to date and reflective of the service.
  • All system issues/defects are reported correctly and tickets are logged with the necessary details and evidence so application services and/or products can investigate.
  • Highlight to service manager any deviations from the standard scope of service.
  • Ability to recognize and deal appropriately with sensitive and confidential information.
  • Contribute to team meetings and raise any issues immediately to your service manager.
  • Build good relationships with internal stakeholders and keep them up to date when needed.

Requirements

  • 100% attainment of customer SLA agreements.
  • Demonstrate professionalism and act responsibly.
  • Adherence to all security and compliance procedures and quality standards.
  • 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 Alight priorities.
  • Be 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 way.
  • Flexibility to support a global and fast-paced environment.
  • Attention to detail.
  • Excellent Dutch written and verbal skills and good English skills.
  • Self-motivated and a willingness to learn.

We offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

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