HR Support:

Works as the first point of contact in the delivery centres for Client HR Representative in a Managed Services delivery model:

· Handles and tracks incoming calls, e-mails, faxes
· Handles / Creates tickets in HR Workspace
· Categorizes and prioritizes queries, requests and issues
· Works as the first escalation level for Tier 1 agent in a Comprehensive Services delivery Model
· Responds to information or enquiry requests requiring a significant level of expertise:
· Responds to complex HR and labour legislation questions
· Anayses 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)

Processing and Controls:

· Personnel Administration Data Processing & Controls
· Personnel Administration data validation
· Master Data Consistency Check
· Official Reporting on Personnel Administration Data
· Garnishments 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
· Social security reporting
· 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)

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