Delivery Specialist

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With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

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PAYROLL SUBJECT MATTER EXPERT

The Process Specialist/Subject Matter Expert/Lead for Singapore Payroll is responsible for driving process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, managing major projects/events, and supporting building operations capabilities for all of the HR & Payroll process areas to increase productivity, reduce cost, and increase service quality and customer satisfaction across the different delivery centers, geographies, and accounts.

Main responsibilities Process/Service Management

• Owner of an end-to-end service to define accounts and processes when requested.

• Proactively initiate process improvements to improve performance Issue, Incident & Case Management.

• Assists Associates in the timely and accurate resolution of complex cases for assigned functional area.

• Supports teams in performing Root Cause Analysis (RCA) to escalated issues and generates an appropriate and effective solution to satisfy the client.

• Provides support on Applications and System Changes for Base system maintenance (Corrective, Adaptive, and Preventive) and Enhancements (Direct Service Changes and Change Requests) and confirms configuration is fit for purpose where required.

• Supports teams in dealing with 3rd party agencies (e.g., Statutory Agencies) to resolve escalated issues where required.

• Supports Team Leaders and Associates in documenting and maintaining Operational Issues/Action Log where required Special Projects and Major Events.

• Plan and project-manage annual events, special projects with the guidance of a Senior Process Specialist or Senior Process Manager.

• Supports Operational Readiness consultant in executing the transition activities as required ensuring that transitions are completed within defined scope, quality, and time.

Delivery Assurance

• Participate in the following Delivery Assurance activities as requested with the guidance of the Senior Process Specialist or Senior Process Manager.
• Participate in Contract walkthrough, estimate the resource requirement, and establish sourcing/training plans.
• Coordinate with the Global/Local Training team to establish the training plan as required.
• Participate in Fit & Gap: Evaluate feedback on a standard to compare complexity against the Ops Standard model and Update any assumptions.
• Estimate the resource requirements, application usage, and duration elements for the preparation of Change Requests.
• Check existing CR Status, Ticket Backlog, OPEX initiatives, DWIs/OLR, Error Logs (OriginatLocation) for Centre to Centre Migration Projects.
• Review contract between TPV and Strada with HRO and TPV on the scope of support and deliverables.
• Check Data Mapping, Payroll Calendar, Infrastructure Set up, and SOC1 controls and provide clearance as Toll Gates.
• Check and approve Training completion and certification status and coordinate with other Stakeholders to ensure acceptance and approval of delivered resources and their capability.
• Confirm client requirements – including access to myHRW, and ensure that OR Team establishes it.
• Ensure that Client Specific Training is completed
• Check Data Migration, UAT, and Parallel Runs were completed successfully.
• Test result review & sign-off: secure resource availability to facilitate timely verification of test results
• Service Rehearsal Testing: SRT sign-off complete
• Hyper care planning: Contribute to and explicitly get resources assigned to the hypercare phase.
• Participate in Strada and Client Go-No Go decisions
• Check and confirm that OR Deliverables are completed as per Schedule.
• Actively participate in governance & take accountability for client-side actions during HyperCare Period.
• Provide input & feedback on the strengths and opportunities for improvement experienced through the implementation and ensure that Lessons learned are documented.
• Check if P&L inclusions include all CRs and are updated to date.
• Participate in BCP Test
• Participate in HyperCare Stage Closure / SR Delivery: Documents and sign off
• Project Closure: Documents and sign off/lessons learnedSupports Service Readiness and Operational Readiness team on all operational impacting questions/decisions
• Ensures compliance of delivery with Strada Standards as defined by the Service Delivery Architecture team.
• Proactively Initiates and executes lessons learned on projects and major events.

Compliance

• Monitors, implements, and cascades legislation/process changes and ensures accuracy and compliance with business rules and process documentation.
• Ensure Regular updates of DWIs, FAQs, case management knowledge databases, and other process guidelines align with the global standards and cascade information and updates to team members.
• Actively participate in audits. Provide formal management response to audit findings and define/execute corrective actions to the findings
• Performs root cause analysis on control failures and defines/executes corrective actions where required

People Capabilities/Training

• Create and revise training content for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower
• Deliver training for assigned areas of expertise in collaboration with the Learning and Development Team and CMA/DMA/PMA Tower

Service Delivery Architecture

• Supports implementation of Strada Delivery Standards within assigned expertise area aligned to the global strategy from a product, process, and client value creation perspective
• Supports pre-sales activities when needed with the guidance of a Senior Process Specialist or Senior Process Manager
• Support Translation of client needs into a deliverable solution and ensure it matches client expectations and is perceived best in class with the guidance of a Senior Process Specialist or Senior Process Manager.
• Support implementing and managing operational quality by continuous improvement of the Strada global standard solution(s) as executed in the respective region

Client and Stakeholder Management

• Upon a needed basis, the Process Specialist can support client communication and stakeholder management activities such as

Daily/Weekly/Monthly Operations Priorities -

• Host operations call as per client requirements (daily/weekly/monthly) to assist in determining work priorities. The work priorities related to activities specified in the payroll calendar, issues/actions log, change requests, continuous improvement log, and risk record.
• Non-Technical Service Incidents - Leads/Own any communication with the client on any major escalations/incidents related to the assigned service scope.
• "Hosts Operations Governance calls to: Monitor performance of agreed Service Levels, defining corrective actions:
• Propose changes to existing service levels
• Propose and implement process improvements
• Propose engagement strategy for BAU
• Review any remediation plans. Identify trends of fundamental problems within the agreed-on service scope (data & voice, payroll services) and resolve any operational issues.
• Identify and escalate issues to the Executive Leadership Board.
• Develop and improve on service review capability uplift plans.

Key experience

• Bachelor's degree or equivalent professional experience in a related field.
• Successful execution of Project/Major Events as per set milestones and success criteria.
• Successful implementation of continuous improvement initiatives as per set milestones and success criteria.
• Successful implementation of legal, statutory changes, Strada standards in processes and procedures as per set milestones and success criteria
• Proficient knowledge & technical competence of the teams within the assigned geography;
• Passing Team Index on SLAs, KPIs, and client satisfaction

Skills

• Advanced expertise in several HR process areas, including but not limited to Malaysia Payroll, HR Administration, Service Centre Processes, etc.

Advanced Project Management Skills

• Information gathering, problem-solving skills, and Root Cause Analysis;
• Formal training on problem-solving skills such as Six Sigma is an added advantage;
• Excellent communicator – the ability to share information effectively;
• Detail-oriented, thorough, and focused on all aspects of the job to ensure accuracy;
• Maintains effective performance under pressure and can manage multiple priorities effectively;
• Advanced experience with client management and resolving escalated employee or client issues

Ability to manage team both onshore and offshore•Prior experience in preparing procedures, guidelines

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work and Our People – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We actively support the advancement of underrepresented groups and provide reasonable accommodations for disabilities and religious practices. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

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 Strada business units.

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