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Indonesia Process Specialist/Subject Matter Expert
The Process Specialist/Subject Matter Expert for Indonesia Payroll is responsible for driving process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, managing major projects/events, and supporting building operations capabilities for all of the HR process areas to increase productivity, reduce cost, and increase service quality and customer satisfaction across the different delivery centers, geographies, and accounts.
Owner of an end-to-end service to define accounts and processes when requested
Proactively initiate process improvements to improve performance
Issue, Incident & Case Management
Assists Associates in the timely and accurate resolution of complex cases for assigned functional area
Supports teams in performing Root Cause Analysis (RCA) to escalated issues and generates an appropriate and effective solution to satisfy the client
Provides support on Applications and System Changes for Base system maintenance (Corrective, Adaptive, and Preventive) and Enhancements (Direct Service Changes and Change Requests) and confirms configuration is fit for purpose where required
Supports teams in dealing with 3rd party agencies (e.g., Statutory Agencies) to resolve escalated issues where required
Supports Team Leaders and Associates in documenting and maintaining Operational Issues/Action Log where required
Special Projects and Major Events
Plan and project-manage annual events, special projects with the guidance of a Senior Process Specialist or Senior Process Manager
Supports Operational Readiness consultant in executing the transition activities as required ensuring that transitions are completed within defined scope, quality, and time
Participate in the following Delivery Assurance activities as requested with the guidance of the Senior Process Specialist or Senior Process Manager.
Participate in Contract walkthrough, estimate the resource requirement, and establish sourcing/training plans.
Coordinate with the Global/Local Training team to establish the training plan as required.
Participate in Fit & Gap: Evaluate feedback on a standard to compare complexity against the Ops Standard model and Update any assumptions.
Estimate the resource requirements, application usage, and duration elements for the preparation of Change Requests.
Check existing CR Status, Ticket Backlog, OPEX initiatives, DWIs/OLR, Error Logs (OriginatLocation) for Centre to Centre Migration Projects.
Review contract between TPV and NGA with HRO and TPV on the scope of support and deliverables.
Check Data Mapping, Payroll Calendar, Infrastructure Set up, and SOC1 controls and provide clearance as Toll Gates.
Check and approve Training completion and certification status and coordinate with other Stakeholders to ensure acceptance and approval of delivered resources and their capability.
Confirm client requirements - including access to myHRW, and ensure that OR Team establishes it.
Ensure that Client Specific Training is completed
Check Data Migration, UAT, and Parallel Runs were completed successfully.
Test result review & sign-off: secure resource availability to facilitate timely verification of test results
Monitors, implements, and cascades legislation/process changes and ensures accuracy and compliance with business rules and process documentation.
Ensure Regular updates of DWIs, FAQs, case management knowledge databases, and other process guidelines align with the global standards and cascade information and updates to team members.
Actively participate in audits. Provide formal management response to audit findings and define/execute corrective actions to the findings
Performs root cause analysis on control failures and defines/executes corrective actions where required
Create and revise training content for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower
Deliver training for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower
Service Delivery Architecture
Supports implementation of Alight Delivery Standards within assigned expertise area aligned to the global strategy from a product, process, and client value creation perspective
Supports pre-sales activities when needed with the guidance of a Senior Process Specialist or Senior Process Manager
Support Translation of client needs into a deliverable solution and ensure it matches client expectations and is perceived best in class with the guidance of a Senior Process Specialist or Senior Process Manager.
Support implementing and managing operational quality by continuous improvement of the NGA global standard solution(s) as executed in the respective region
Client and Stakeholder Management
Upon a needed basis, the Process Specialist can support client communication and stakeholder management activities such as
Daily/Weekly/Monthly Operations Priorities - Host operations call as per client requirements (daily/weekly/monthly) to assist in determining work priorities. The work priorities related to activities specified in the payroll calendar, issues/actions log, change requests, continuous improvement log, and risk record.
Non-Technical Service Incidents - Leads/Own any communication with the client on any major escalations/incidents related to the assigned service scope.
"Hosts Operations Governance calls to:
Monitor performance of agreed Service Levels, defining corrective actions
Propose changes to existing service levels
Propose and implement process improvements
Propose engagement strategy for BAU
Review any remediation plans. Identify trends of fundamental problems within the agreed-on service scope (data & voice, payroll services) and resolve any operational issues.
Identify and escalate issues to the Executive Leadership Board.
Develop and improve on service review capability uplift plans.
Successful execution of Project/Major Events as per set milestones and success criteria
Successful implementation of continuous improvement initiatives as per set milestones and success criteria
Successful implementation of legal, statutory changes, NGA standards in processes and procedures as per set milestones and success criteria
Proficient knowledge & technical competence of the teams within the assigned geography;
Passing Team Index on SLAs, KPIs, and client satisfaction
Requirements: Bachelor's degree holder, with 7-10 years of experience in end-to-end ID Payroll, must have background in SAP Payroll and with good command in English and Bahasa Indo communication skills.
Advanced expertise in several HR process areas, including but not limited to Payroll, HR Administration, Service Centre Processes, etc.
Advanced Project Management Skills
Information gathering, problem-solving skills, and Root Cause Analysis;
Formal training on problem-solving skills such as Six Sigma is an added advantage;
Excellent communicator - the ability to share information effectively;
Detail-oriented, thorough, and focused on all aspects of the job to ensure accuracy;
Maintains effective performance under pressure and can manage multiple priorities effectively;
Advanced experience with client management and resolving escalated employee or client issues
Ability to manage team both onshore and offshore
Prior experience in preparing procedures, guidelines
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, statutory retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
Diversity Policy Statement
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.
Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
Note, this job description does not restrict 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.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
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.