Explore more
Tech Stack
About the role
- Create Project Plans, rollout/transition plans, RAIDS logs, and SteerCo reports.
- Forecast Go Live dates to ensure projects are launched on time and within budget.
- Liaise with local HSP experts, maintaining strong relationships and open communication.
- Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
- Provide excellent customer-centric service.
- Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
- Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
- Adhere to SLAs in terms of responsiveness and quality where applicable.
- Update and maintain BAU related systems ensuring data accuracy and timeliness.
- Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
- Monitor Calendars to ensure Customers and LSPs meet all deadlines.
- Update a regional and/or service line-specific knowledge base.
- Provide feedback on team processes and other business improvement initiatives.
- Actively train and onboard team members on Implementation or BAU related activities.
- Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
- Track and forecast pre-defined key account metrics.
- Perform additional duties as assigned.
Requirements
- 5-7 years minimum experience with services embedded in HSPs Global People Solutions and/or Global Entity Solutions offering, in a customer-facing service delivery capacity.
- Very strong English communication skills, both written and verbal.
- Proficiency in a second language is a plus.
- Experience in flexible working/work from home.
- Excellent analytical and problem-solving skills.
- Project management experience, mainly with Payroll implementations.
- Account Management experience.
- Proficiency in Microsoft suite – Word, Excel, PowerPoint, Visio, etc.
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementservice deliveryaccount managementanalytical skillsproblem-solving skillspayroll implementationsdata accuracyforecastingcustomer serviceknowledge base management
Soft Skills
communication skillsrelationship managementteam trainingcustomer-centric serviceproactive monitoringfeedback provisionadaptabilitycollaborationresponsivenessorganizational skills