The Customer Service team at NGA HR consists of two functional teams, each with a primary focus:

　　Customer Management (CMA)

　　Data Management (DMA)

　　As a Senior Customer Service Associate you will focus the majority of your time on CMA or DMA activities but also, based on workload requirements, gain valuable experience supporting the other function within the Customer Service organization. The key responsibilities of the two functions include:

　　Customer Management (CMA)

　　Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and/or practices

　　Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing fast data-entry

　　Prepare and complete accurate work and update customer ticket via system

　　Cultivate and maintain a relationship of confidence and mutual respect with clients

　　Effectively transfer misdirected customer requests to the appropriate party

　　Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.

　　Analyze and solve HR questions: Policies, procedures, collective agreements etc.

　　Provide HRIS Navigation Support to our clients

　　Maintain a broad knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

　　Provide floor support, assistance to Customer Service Supervisor and training for new hires as required

　　Update/Maintain procedures and documentation on CMA processes as instructed by the Customer Service Supervisor

　　Data Management (DMA)

　　Perform HRIS system data entry including the data entry part related to larger process: Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.

　　Perform Mass Uploads and mass controls

　　Contract Management

　　Produce Employee Letters regarding changes made into the system

　　Complete audit controls related to data quality

　　Complex reporting related to data using pre-created reports and in-line with Statement of Services (SoS)

　　Complete scheduled data-entry activities: Terminations, bonuses etc.

　　Update/Maintain procedures and documentation on DMA processes as instructed by the Customer Service Supervisor

　　In addition and irrespective of your primary function, you will be encouraged to:

　　Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

　　Participate in activities designed to improve customer satisfaction and business performance.

　　Skills and Experience

　　NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

　　At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

　　We offer:

　　Statutory social security & housing fund benefit

　　Group insurance

　　Meal, transportation, & heating allowance

　　You have :

　　BA/BS or equivalent combination of education & experience

　　2-3 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.

　　Very good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

　　A very good understanding of external, client and internal compliance requirements

　　Very good Excel, PowerPoint, and Word skills

　　A very good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently

　　An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role

　　The ability to follow NGA HR Customer Service standards

　　The ability to demonstrate excellent customer service/support skills

　　The ability to demonstrate excellent written and oral communication skills

　　Reasonably proficient in English language

　　It would be desirable if you also have:

　　CIPP certification (or equivalent): training towards certification will be provided

　　Lean Six Sigma: training towards certification will be provided

　　Willingness to rotate shifts, as needed

　　The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

　　Key Competencies and Description

　　Be Accountable: Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook

　　Solve Problems: Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable

　　Take Ownership: Seek clarity of role and understand individual and team objectives

　　Be Client Centric : Meet the expectations of clients and understand the balance between external and internal clients

　　Be Effective : Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values

　　NGA Human Resources is a global leader in helping organizations make HR work better, by transforming their business-critical HR operations to deliver more effective and efficient people-critical services. We help our clients become better employers through smarter, more streamlined data architecture and business processes — to save money, manage employee life cycles and support globally connected agile organizations. This is how NGA makes HR work. What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.

　　Our Values

　　One Team : Ours is an interactive environment. We celebrate our diversity and recognize the strength of what we can achieve as a united team.

　　Innovation: We are a creative and resourceful organization. We have a talent for looking at things differently and are passionate about bringing new ideas to life.

　　Speed : Our energy and focus means that we always deliver quality, quickly and efficiently

　　Responsibility: We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same. Excellence: We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve.

　　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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　　About Alight Solutions

　　Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. Learn how Alight unlocks growth for organizations of all sizes at alight.com .

　　Our values are the essence of who we are:

　　Champion people. We are empathetic and have created a place where everyone belongs. And we win together.

　　Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.

　　Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.

　　Our Colleague Experience

　　At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

　　We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

　　Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

　　Help us reimagine how people and organizations thrive!

　　Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

　　@AlightSolutions