Job Description



Process Specialist/Subject Matter Expert

Reporting To

Senior Process Manager

Direct Reports


Overall objective of the Role

The Process Specialist/Subject Matter Experts is responsible to drive process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, manage major projects/events and support building operations capabilities for all of the HR process areas with the objective to increase productivity, reduce cost, and increase service quality and customer satisfaction across the different delivery centers, geographies and accounts.

Main Responsibilities

Process/Service Management

  • Owner of end-to-end service to defined accounts and/or processes when requested
  • Proactively initiate process improvements to improve performance

Issue, Incident & Case Management

  • Assists Associates in 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 in order 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 guidance of 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

Delivery Assurance

Participate in the following Delivery Assurance activities as requested with guidance of Senior Process Specialist or Senior Process Manager

· Participate in Contract walkthrough and estimate the resource requirement and establish sourcing/training plans.

· Co-ordinate with Global/Local Training team to establish the training plan as required.

· Participate in Fit & Gap: Evaluate feedback on standard to compare complexity against Ops Standard model and Update any assumptions

· Estimate the resource requirements, application usage, duration elements for 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 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 co-ordinate with other Stakeholders to ensure acceptance and approval of delivered resources and their capability.

· Confirm client requirements – including access to myHRW and ensure that it is established by OR Team.

· Ensure that Client Specific Training is completed and certification is done by OR Team.

· Check Data Migration, UAT, Parallel Runs were completed successful

· Test result review & sign-off: secure resource availability to facilitate timely verification of test results

· Service Rehearsal Testing : SRT sign-off complete

· Hyper care planning: Contribute to and explicitly get resources assigned to hyper care phase.

· Participate in NGA and Client Go-No Go decisions

· Check and confirm that OR Deliverables are completed as per Schedule.

· Actively participate in governance & take accountability for client side actions during HyperCare Period.

· Provide input & feedback on the strengths and opportunities for improvement experienced through the implementation and ensure that Lessons learned are documented.

· Check if P&L inclusions include all CRs and it is updated till date.

· Participate in BCP Test

· Participate in HyperCare Stage Closure / SR Delivery : Documents and sign off

· Project Closure : Documents and sign off/lessons learned

· Supports Service Readiness and Operational Readiness team on all operational impacting questions/decisions

· Ensures compliance of deliver

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