You may be assigned as Level 1 AMS support or Level 2 AMS support between Business/Client IT Team, partnering systems, and Application Managed Services (AMS) team. In this role, you are expected
Leading workstreams on HR Transformation projects, from planning through delivery - including managing project resources, budgets, as well as identifying and managing risks and issues
Managing SAP Successfactors project stages including, project estimating, requirements determination, gap analysis, business process reengineering, issue resolution, configuration, custom code specifications, testing, training, go-live assistance and post implementation support.
Conduct preliminary interviews or meetings with sellers to help them understand their HNW customers’ health and financial circumstances and provide preliminary advise on underwriting requirements.
Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
Lead employees using performance management , manage capacity planning, new staff onboarding and provide oversight and direction to the employees in the department in accordance with the organization's policies and procedures. Ensures all queries to TLM Support arrive via MMP ticket and resolved on with high standards and on a timely manner. Provides support in the area of Global Reconciliations when related to TLM