Customer Care Delivery Specialist in HR Services with English and French

Summary

The Delivery Specialist (DS) is primarily responsible for providing day-to-day client support in a multi-client environment. This includes, but is not limited to, processing transactions and following standard operating procedures (SOPs), responding to queries, researching issues and providing resolutions, conducting quality checks and meeting ad-hoc client and internal requests. The DS is responsible for ensuring timely, quality delivery of his / her own work by meeting client Service Level Agreements (SLAs) or Reported Service Levels (RSLs), and Key Performance Indicator (KPI) adherence.

Detailed Responsibilities

• Responsible for daily execution / processing for aligned work. Adheres to internal and external audit requirements for specific clients.
• Provides resolution in accordance with due dates and documents / maintains SOP documentation and processes. Escalates issues as appropriate.
• Works with third-party providers (both Alight partners and client partners) to ensure seamless process delivery.
• Identifies and researches issues with guidance and formulates resolutions / recommendations by analyzing trends and applying / following SOPs and best practices.
• Helps identify and implement ideas for improving processes.
• Identifies potential service delivery issues and provides input towards process improvement.
• Helps to develop training material and documentation for self and other colleagues.
• Works with team members to communicate with client and / or other client team members on issues.
• Conducts / supports acceptance testing of designated areas with limited scope.

Role Complexity

Discretion

Decisions are based on acquired skills and knowledge as opposed to applying discretion and judgment.

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

Responsibilities

As a Customer Care Delivery Specialist in HR Services with French and English, your responsibilities will include :

Requirements

We Offer

Additionally, you can expect :

Benefits

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, well being and support programs, 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 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.

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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