Delivery, Country Lead, Customer Service, Dutch

At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team. Because transformation takes a workforce.

**ROLE DESCRIPTION**

Overall objective of the Role

Responsible for supporting the operational teams to ensure they are skilled and knowledgeable in meeting our client(s) deadlines, whilst also working with Management to provide the best service to our clients by delivering their functional and technical expertise support a selection of clients

**Delivery Key responsibilities**:

- Support Managers with client engagement ensuring all information is accurate and provided on time
- Support the Sales process to ensure scope of service is feasible and highlight any concerns immediately to the Senior Operations Manager
- Identify opportunities to expand the scope of services based on market requirements
- Provide support and guidance for all implementations and go lives, whilst ensuring automation and standards are utilized
- Lead projects designed to improve customer satisfaction and business performance
- Provide daily functional support to the teams, to support the successful delivery of payroll and HR processes
- Responsible for the management of the legislation roadmap and ensuring the team are upskilled in upcoming changes and processes are updated where needed
- Responsible for the maintenance of all process flows and process descriptions (L3 and L4 documentation)
- Responsible for the updating, maintaining and enforcing of the Defined Work Instructions (DWIs, L5 documentation)
- Support the review of the Statement of Works before its shared with the Client to ensure its fit for purpose
- Responsible for the optimization of HR administrative processes driving efficiency and automation
- Responsible for liaising with customer process leads regarding process gaps, client issues, and escalation handling maximizing client satisfaction.
- Responsible for the resolution of technical issues escalated from the team and ensuring all system issues/defects are reported correctly and tickets are logged with the necessary details and evidences so Application Services and/or Products can investigate
- Responsible for the resolution of functional issues escalated from the team and ensuring all processes are reported correctly and logged with the necessary details and evidences to redefine and enhance processes with the customer
- Working with Operational Management, Transformation and Products to implement automation, innovation and any continuous improvement programmes
- Responsible for the management of the legislation roadmap and ensuring the team are upskilled in upcoming changes and processes are updated where needed
- Support Year End
- Ability to recognize and deal appropriately with sensitive and confidential information
- Proactively identify upsell opportunities
- Support Management with the resolution of client escalations, along with lessons learnt
- Upskill and develop team members through training delivery and coaching to enable them to fulfil their role
- Alight Security Standards are adhered and followed
- Time Recording to be completed on time and accurately
- Contribute to team meetings and raise any issues immediately to your Operations Manager
- Ensure you are up to date with all Alight announcements and communications
- Build good relationships with all lines of businesses where appropriate
- Participates in projects and activities as needed and assigned

**Key Criteria to monitor performance**
- Adherence to all Security and Compliance procedures
- 100% Attainment of customer SLA agreements
- Adherence to quality standards
- Adoption of innovation initiatives
- Reduction of client escalations through knowledge transfer to both the client and payroll team
- Demonstrate professionalism and act responsibly
- Ability to effectively communicate with all levels within the business

**Alight Core Competencies**
- 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 extern