Specialist America Exit Management

Exit Management Employee Experience Process:

• The main responsibility is focused on the delivery of positive employee experience and customer satisfaction in the execution of the exit management process, ensuring compliance with Company policies and legal requirements.
• Receive, assign, update, classify, process cases in case management application for exit management
• Ensure integrity, completeness, timeliness, and accuracy of transactions & documentation
• Proactively monitor cases and determine appropriate action, if any action is needed (time; quality)
• Responsibility for delivering upon agreed SLAs
• Participate on daily huddles and follow the instruction of the direct team supervisor regarding priorities and assignments
• Update the knowledge management system with new available documents or guidelines
• Advocate “first time right” accuracy in documentation and processing
• Conduct regular reviews of existing processes and documentation ensuring that all processes are documented accurately and kept up-to-date with the latest information.
• This role will be responsible for supporting transformation projects across the organization from exit management side.

CONNECT: Stakeholder Management and Partnership:

• Connect and partner with key functional teams (Benefits, Payroll, ERLR) to assure positive employee Exit experience
• Connect with customers and managers to gather insights and feedback aimed at making processes more efficient and improving services.
• Work closely with stakeholders to ensure all processes and procedures comply with current policies and legal requirements.
• Assure alignment with stakeholder needs and situations

Continuous improvement:

• Identify areas for improvement on daily operational processes
• Provide support to implement improvement initiatives
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issues resolution for knowledge database future reference
• Focus on increasing satisfaction surveys results – employees and customer
• Participate on training to improve performance, process acumen and gain additional knowledge required
• Act as a Subject Matter Expert (SME) by developing and maintaining training materials and resources.
• Provide training and support to team members on updated processes and compliance requirements.
• Perform special projects and related duties as assigned

Required Knowledge, Skills and Abilities (Uncompromised requirements for the role):

• Understanding of the stakeholder matrices, reporting lines, process ownership, and transactional downstream impacts.
• Process oriented mindset with ability to follow prescriptive process to drive compliance to legal and regulatory requirement specific to cluster/region.
• Ability to perform administrative activities.
• Demonstrates customer orientation and customer service skills
• Ability to accurately collect information to understand and assess the clients’ needs and situation
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Sense of initiative and ability to prioritize workload and provide timely follow-up and resolution.
• Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance in a concise and professional manner
• Discretion, professionalism, confidentiality and judgment
• Technology Savvy with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, email, fax, Internet Explorer)
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong drive to create a positive work environment
• Continuous learning mindset - always curious, learn from mistakes, be open minded and willing to learn with others and willing to share knowledge
• Great work ethics – be reliable, meet deadlines, deliver the results, be open to receive feedback