Payroll Operations Delivery Analyst

Alight Solutions - Charlotte, AR

Full-time - Entry Level

Charlotte, AR

Professional, Scientific, and Technical Services

About the position

The Payroll Operations Delivery Analyst plays a crucial role in supporting the ongoing delivery of payroll services to clients. This position is integral to ensuring that service levels and key performance indicators are met through effective issue resolution, management of change requests, and adherence to standardized processes. The Delivery Analyst will engage in client and vendor interactions, providing coaching and mentoring to staff, conducting audits, and facilitating training sessions. The role also involves participation in various projects and change requests, where the analyst will identify and resolve issues through root cause analysis and implement effective solutions. As a subject matter expert, the Delivery Analyst will educate colleagues and clients on best practices within the payroll domain. This includes researching industry standards and ensuring that processes are standardized according to Aon Hewitt best practices. The analyst will actively seek opportunities for process improvement and provide feedback on new products and services. Additionally, the role requires effective communication with clients and internal partners to analyze and resolve issues, ensuring a smooth transition of services and ongoing operations. In terms of project execution, the Delivery Analyst will create detailed functional business requirement specifications, conduct stakeholder interviews, and monitor project scopes to ensure alignment with business needs. The analyst will also assist in quality assurance and knowledge management, providing status reports and communicating any changes in processes related to project assignments. Furthermore, the role involves working with third-party providers to ensure seamless process delivery and leading process improvements for existing workflows. The Delivery Analyst will also support the internal and external change request processes, ensuring that all documentation and training related to maintenance releases are up to date. Overall, the Delivery Analyst is expected to support global sourcing initiatives, investigate regulatory and compliance issues, and ensure that the service delivery model is adhered to while challenging custom functionality requests and offering alternative solutions. This position is designed for individuals who are proactive, detail-oriented, and possess strong analytical skills, with a commitment to delivering high-quality service to clients.

Responsibilities

• Support ongoing delivery to clients through issue resolution and Change Requests (CRs).
• Contribute to achievement of Service Levels (SLAs) and Key Performance Indicators (KPIs).
• Engage in client and vendor interactions, including coaching and mentoring of staff.
• Conduct audits and training sessions for team members.
• Identify and resolve issues through root cause analysis and implement solutions.
• Educate colleagues and clients as a subject matter expert across multiple process areas.
• Research and provide input on industry and company best practices.
• Standardize processes in accordance with Aon Hewitt best practices.
• Identify and implement ideas for improving domain-specific processes and methodologies.
• Communicate effectively with clients and internal partners for analysis and resolution of issues.
• Create detailed functional business requirement specifications and ensure proper testing hand-offs.
• Conduct stakeholder interviews and workshops to gather requirements.
• Monitor project scope and evaluate changes for impact and business need.
• Provide status reports and communicate changes in processes for project assignments.
• Assist in Quality Assurance (QA) and knowledge management activities.
• Estimate, schedule, and monitor all work activities related to projects.
• Identify issues and drive change for related improvements.
• Work with third-party providers to ensure seamless process delivery.
• Lead process improvements and support the creation of new processes.
• Identify and resolve escalations or complex issues with emphasis on patterns and trends.
• Support the internal and external Change Request process, including scoping and costing.

Requirements

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience in project management and execution.
• Ability to work collaboratively in a team environment.
• Knowledge of payroll processes and best practices.
• Experience with client relationship management.
• Proficiency in creating functional business requirement specifications.

Nice-to-haves

• Experience with Aon Hewitt processes and methodologies.
• Familiarity with regulatory and compliance issues in payroll operations.
• Previous experience in a client-facing role.

Benefits

• Health coverage options
• Wellbeing and support programs
• Retirement plans
• Vacation and sick leave
• Maternity, paternity, and adoption leave
• Continuing education and training programs
• Voluntary benefit options