Delivery Manager

Description:
Delivery Manager
302414

Provide leadership and direction to the creation and ongoing management of a unit responsible for ensuring data quality, information effectiveness, payroll execution, and continuous improvement in the PeopleSoft and related systems inputs, processes and outputs.

Key Results Areas:
Dramatically improve Operations Center efficiencies and quality by proactively seeking out and identifying technology solutions. Champion advancement toward vision by identifying state-of-the-art technology and tools. Maximize investment in existing technology by fully leveraging functionality and tools.
Create, foster and maintain strategic partnership with Production Support team. Create strong matrix environment which supports our business initiatives and production support needs.
Champion future strategic initiatives of self-serve and other Personnel initiatives which enhance the Client Services Group (CSG) efficiencies, customer service and overall quality.
Assure data and relationship of information integrity by developing and implementing quality assurance protocols and procedures.
Act as track lead for the coordination and execution of all integration activities including mergers, divestitures, system process enhancements/modifications and system implementations and conversions.

Responsibilities:
Processing service levels:
Monitors Service Level Agreements (SLAs) for service
Performs gap analysis and reports gaps to Payroll Operations Manager

Process Improvement and Issue Resolution:
Identifies, Plans, and Manages Process Improvement Projects to improve processing performance (e.g., to eliminate exception processing)
Coaches Payroll Analysts on Issue resolution techniques
Resolves escalated issues from CS or processing team (routed through workflows)
Identifies root cause, lead systems and operations problem solving
Resolves Client & Third Parties issues
Assesses impact of any system defects and works with Payroll Domain Lead to control damage/risk

Deployment Discipline:
Collaborates with the Implementation Delivery Group (IDG) associates (e.g., Systems Project Manager, Systems Analyst, to ensure smooth hand-offs from IDG to the Ongoing Processing team.)
Provides training on ongoing processing procedures (as needed)
Ensures acceptance testing results meets client expectations

Standard Operating Procedures for plan administration:
Migrates teams to most current Standard Operating Procedures
Provides Payroll Domain Lead data to consult with client
Works with Practice Leadership and processing teams to identify enhancements to SOPs

Qualifications:
Knowledge Required:
BA in Business or related field or equivalent experience,
5-7 years of relevant work experience in a customer support role
At least 3 years of Payroll/ Payroll administration experience is required
Excellent verbal and written communication skills are a must
Must enjoy problem solving and have demonstrated excellent customer service in a fast paced, technical environment
Must have the ability to adapt to change, being able to react quickly to customer needs
A competent level of computer proficiency is necessary to excel in role

Amount of travel:
5-10%

Salary/Benefits: Salary commensurate with experience


Job Location: Charlotte, NC

Job Number: 302414

Company URL: http://www.hewitt.com/careers

Company Profile:
Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.