Delivery, Senior Associate
Bagumbayan, Quezon, Philippines
2d ago

Our story

At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose.

Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive 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. Because transformation takes a workforce. Learn more at

Delivery, Senior Associate

Responsibilities :

1. Answering and processing inquiries from customers :

  • Works as the first point of contact in the service centre for employees, managers, or client HR representatives
  • Answers questions and solves inquiries
  • Handles and tracks incoming calls, emails, faxes
  • Handles and creates tickets in CRM tool
  • Categorizes and prioritizes queries, requests, and issues
  • Works as the first escalation level for Associates in a Comprehensive Services delivery Model
  • Responds to information or enquiry requests requiring a significant level of expertise :
  • Responds to complex HR and labor legislation questions
  • Analyses and solves client’s questions, problems and / or requests efficiently and effectively
  • Produces and supplies regular and on-demand payroll reports and statistical information according to the agreed services (SoS)
  • 2. Advanced information and consultation :

  • Responds to EWS-related questions by analyzing and solving customer’s questions, problems and requests
  • Ensures all inquiries are processed in accordance with agreed procedure, company policy and legislative requirements
  • Interacts with Process Manager to clarify and resolve inquiries if required
  • Technical support :
  • Provides support on Applications and System Changes for Base system maintenance (Corrective, Adaptative and Preventive) and Enhancements (Direct Service Changes and Change Requests).
  • Participates in the functional analysis, escalates request to the Payroll Manager and performs the acceptance testing.
  • Approves transports requests to the production system only for corrective maintenance
  • Identify and test User Requirements as it pertains to the system
  • Processing and Controls :

  • Personnel Administration Data Processing & Controls
  • Personnel Administration data validation
  • Master Data Consistency Check
  • Official Reporting on Personnel Administration Data
  • Garnishment’s data entry and administration
  • Time Data Processing and Controls
  • Time Data Validation
  • Time Data Consistency Checks
  • Runs Time Data Evaluation and corrects / reports errors
  • Payroll Processing and Controls
  • Pre-Payroll Processes
  • Monitors payroll process
  • Confirms Master data, time & payroll data completeness
  • Escalates legal changes to AMO, tests and ensures implementation in the productive environment
  • Confirms Configuration completeness
  • On-Cycle Payroll Processes
  • Runs Payroll and control results
  • Processes Bank Files
  • Post-Payroll Processes
  • Payslips
  • Posting to accounting
  • Tax reporting
  • Delivery of information to 3rd parties
  • Payroll Activities out of Payroll Process
  • Underpayment management
  • Overpayment management
  • End of Year Activities
  • Ensures SAP Payroll Calendar implementation
  • Generation / Transfer time quotas
  • Reconciliations and legislative reporting
  • Inbound & Outbound Interfaces Administration
  • Monitors interfaces
  • Identifies & communicates systems errors
  • Escalates configuration errors to AMO
  • Sends data entry errors to the client or the HR Service Centre Agent for corrections (depending on the data entry ownership / scope)
  • 3. Quick data entry and processing

    4. Team building and process improvement

    Requirements :

  • Bachelor’s Degree, equivalent degree or work experience required
  • Preferably with Payroll and Customer service background for at least 2-3 years of Malaysian payroll processe
  • Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, customer service standards)
  • Computer skills : MS Office, HR Databases, HR IS / IT systems and SC technology (tools for documentation / tracking, service delivery channels etc.)
  • Good communication skills
  • 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 some or all the following based on the nature of the position : 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 believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

    As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

    Diversity Policy Statement

    Alight does not discriminate against anyone based on sex, gender, 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 employment 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.

  • Note, this job description does not restrict 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.

    We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

    Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form