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Vendor Management, Associate

Job category:  Operations
Work location:  Office Based
Office location: 

Granada (GRA1), ES

Contract type:  Permanent
Job type:  Employee


Overall objective of the Role       The primary mission of the Partner Contract Senior Associate is to manage and drive the Payroll Partners to deliver accurate and quality payrolls and make sure they have our latest processes in place in order to do so.

The Partner Contract Senior Associate ensures that the Payroll Partners are providing an efficient and effective service in line with the requirements of the Declaration of Service (SOS) and payroll is delivered as expected in line with the CLIENT contract and the third party vendor supplier´ agreements.

The Partner Contract Senior Associate manages simple and complex requests and systems in accordance with the contract and the agreed service level requiring a high level of specialized VPS knowledge & experience.

The Partner Contract Senior Associate is the first point of escalations for CLIENT and PARTNERS.


Main Responsibilities


      • Owns and ensures the day-to-day management of the services provided by the Payroll Partners for assigned Alight/NGA CLIENTs and that all controls are met to ensure a quality payroll delivery
      • Be familiar with CLIENT MSA_ Master Service Agreement and all schedules (including, but not limited to SOW, SLA, Charges Schedule)
      • Be familiar with Partner/Third Party Vendor Contract (SPA, SOW/SOS)
      • Ensures compliance with the overall tools and processes for Payroll suppliers to align with Alight/NGA Standard services as described and published by Alight/NGA Operations.
      • Ensure that all performance is monitored directly with the Payroll Partner, reported, and managed in a consistent manner for the assigned Alight/NGA CLIENTs.
      • Ensure service alignment, where contract allows, for the assigned Alight/NGA CLIENTs between the Payroll Partner and all applicable Alight/NGA teams during post go-live for all Payroll suppliers related issues and escalations.
      • Identify gaps in contracts where not back to back and needs of the service in order to improve them in collaboration with the local team.
      • Act as the first point of escalation for Payroll Partner and CLIENT.
      • Lead meetings with Payroll Partners, where necessary, relating to services provided to assigned Alight/NGA CLIENTs.
      • Ensure Tickets and Calls are responded within SLA timescales and to a high standard
      • Responsible for SLA reporting.
      • Manage Root Cause Analysis to ensure details are accurate and that feasible preventative measures are suggested to limit any reoccurrence
      • Ensure the correct use of the interfaces between Alight/NGA and Payroll suppliers.
      • Manage queries and incidents with the CLIENT and Partner and follow the appropriate procedure for its resolution.
      • Prioritize the work to ensure the objectives are met.

•     Respond to requests for information or resolution of incidents in his/her area of competence

•     Escalate complex requests from users to top-level experts.

•     Manage operations incidents, analyzing their origin and fixing them.

•     Proactively identify upsell opportunities

•     Responsible for the initial Change Request process aligning CLIENT  and Partners expectations.

•     Ensure proper delivery of change requests for change and improvement in the system participate in the approvals process and monitor the delivery keeping the CLIENT informed of the progress.

•     Support Statutory and Year End Reporting to the agreed calendar(s) and to the agreed KPIs

•     Manage  Year End activities: Payroll calendar creation, system set up and ensure CLIENTs and Partners approval.

•     Perform SOC Controls on time and with the necessary evidences

•     Conduct Knowledge Transfer sessions with CLIENT and/or Partner and ensure the audience has understood and can put into practice

•     Maintenance of DWIs to ensure processes are up to date and reflective of the service

•     Provide support and guidance for all implementations and go lives

•     Responsible for the maintenance of the CLIENT Solution workbook

•     Responsible for the updating, maintaining, and enforcing of the Defined Work Instructions (DWIs)and other process documentation

•     Responsible for the resolution of Technical/Functional issues escalated from the team, CLIENT and/or Partner and ensuring all system issues/defects are reported correctly and tickets are logged with the necessary details and evidence so Application Services and/or Products can investigate

•     Support Alight/NGA system maintenance testing

Highlight to Service Manager any deviations from the standard scope of service

Ability to recognize and deal appropriately with sensitive and confidential information

Alight/NGA Security Standards are adhered and followed

Support Management with the resolution of CLIENT escalations, along with lessons learnt

Full support for Special care and CLIENTs in remediation.

Provide SLA results for the CLIENT at local level in the Monthly payroll Status Call.

Time Recording to be completed on time and accurately

Build good relationships with all lines of businesses where appropriate

Update internal stakeholders, when needed, in a timely and accurate way

VPS process Walkthrough call with all the new CLIENTs during Hypercare

•           Payroll delivery monitoring during Hypercare phase

•           Participates in projects and activities as needed and assigned.

•           Contribute to team meetings and raise any issues immediately to your Partner Contract Service Delivery Manager.

•           Ensure to be up to date with all Alight/NGA announcements and communications

      • Upskill and develop team members through training delivery and coaching to enable them to fulfil their role
      • Accountable for completing SLA data and validating the KPI´s from the Partners
      • Key Criteria to monitor performance              
      • Adherence to all Security and Compliance procedures
      • Adherence to quality standards
      • Adoption and support of innovation initiatives
      • Demonstrate professionalism and act responsibly
      • Ability to effectively communicate with all levels within the business
      • Advanced knowledge of processes and policies of the Payroll Area for MPS contracts
      • Advanced knowledge of the processes, policies, and procedures related VPS standards
      • Demonstrates to understand Internal Organization - Knowledge of standard procedures of Alight/NGA
      • 100% Attainment of CLIENT SLA agreements
      • NGA Core Competencies     
      • Issue Resolution: good problem-solving skills and the ability to manage issues, make decision using own initiative and mitigate risk.
      • Communication: Good Written and Verbal Communication
      • Payroll Knowledge: Understand the Payroll Process and requirements.
      • Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results.
      • Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement
      • Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities
      • Be CLIENT Centric - Actively responds to meeting the expectations and requirements of internal and external CLIENTs. Ensure a balanced approach between CLIENT requirements and Alight/NGA priorities
      • Be Effective - Demonstrate knowledge of the Alight/NGA Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way



•1-2 years’ experience with Payroll and HR operations or CLIENT Service in CLIENT facing situations

•Good influencing skills, both internally and externally

•Experience of working in a complex matrix structure

•Understanding of delivery models from global delivery centre perspective

Ability to identify and mitigate risks

•             Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint

•             Flexibility to support a global and fast paced environment

•             Attention to detail

•             Good written and verbal skills

•             Self-motivated and a willingness to learn

•             Ability to work with peers in other regions in a similar role to support on holistic global solution and approach.

•             Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures

•             Ownership and responsibility & ability to work under tight deadlines.

•             Ability to perform multiple tasks at the same time.

Academic Degree

Education and Training  Essential

•             Experience in working with multiple payrolls and HRIS

•             Outsourced payroll experience or CLIENT service

•             CLIENT facing

•             English


•             1.-2 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.

•             HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

•             University degree in Accounting, Human Resources, Business Administration, or equivalent combination of education & experience

•             Other European language


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