Customer Care Delivery Specialist in HR Services with English and French

Summary The Delivery Specialist (DS) is primarily responsible for providing day-to-day client support in a multi-client environment. This includes, but is not limited to, processing transactions and following standard operating procedures (SOPs), responding to queries, researching issues and providing resolutions, conducting quality checks and meeting ad-hoc client and internal requests. The DS is responsible for ensuring timely, quality delivery of his/her own work by meeting client Service Level Agreements (SLAs) or Reported Service Levels (RSLs), and Key Performance Indicator (KPI) adherence. Detailed Responsibilities • Responsible for daily execution/processing for aligned work. Adheres to internal and external audit requirements for specific clients. • Provides resolution in accordance with due dates and documents/maintains SOP documentation and processes. Escalates issues as appropriate. • Works with third-party providers (both Alight partners and client partners) to ensure seamless process delivery. • Identifies and researches issues with guidance and formulates resolutions/recommendations by analyzing trends and applying/following SOPs and best practices. • Helps identify and implement ideas for improving processes. • Identifies potential service delivery issues and provides input towards process improvement. • Helps to develop training material and documentation for self and other colleagues. • Works with team members to communicate with client and/or other client team members on issues. • Conducts/supports acceptance testing of designated areas with limited scope. Role Complexity • Works on assignments where established practices, procedures and precedents guide the work. • Able to follow procedures and investigate issues in order to solve problems. • May work on project tasks usually limited in scope and complexity • May conduct testing on designated testing scripts and limited in scope. Discretion • Decisions are based on acquired skills and knowledge as opposed to applying discretion and judgment. Interaction • May have minimal interaction with internal and external clients to identify, research and resolve problems. Supervision/Leadership • Receives general instructions and follows defined procedures. • Manages daily work within established guidelines and receives instructions on newly introduced assignments. Competencies, Knowledge & Experience • Possesses analytical, technical and problem-solving skills and abilities. Role-specific Technical Skills and Knowledge • Strong problem solving and analytical skills. • Awareness in Microsoft Excel and Word. • Basic understanding of internal and external controls. • Ability to navigate and learn multiple systems Education & Certification • High school graduation (Matura) required Work Experience • Good verbal and written communication skills. • Strong organization skills with the ability to transition between tasks and plan my own work. • Experience working in a team-orientated, collaborative environment. Other Additional Expectations • Builds relationships internally and externally.

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

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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