Job Summary:
Company Overview
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centred cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 15,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers
Description:
The Services Operations Specialist is a customer-facing position that is responsible for assisting clients with the Welcome Phase launch activities, including gathering data and system confirmation information, risk analysis and project team reviews. The position requires the ability to manage a large number of open tasks, review provided documentation, and evaluate provided activation data for viability, completeness, and accuracy. Identify areas and processes where Microsoft 365 can be leveraged more effectively and facilitate process improvement. Knowledge of basic Payroll/HR principles and the ability to motivate and direct customers is required.
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Essential Duties and Responsibilities: (other duties may be assigned)
• Partnering with Sales Operations and Business Dev to ensure project success via timely and accurate project setup for complex sales opportunities.
• Participate in internal and external operational planning.
• Participate in various committees on behalf of Project Operations.
• Contribute to the preparation of Project Manager's project budget review meetings; drive communications to other cross-functional teams and project stakeholders, assist with maintaining and monitoring budget requirements. Providing financial and operational reporting
• Creation, management, and retention of change orders
• Ensure compliance with corporate standards and internal company processes and systems are in place.
• Expert with a PSA tool; provide first-line PM process execution support.
• Provide guidance to Project administrators where needed.
• Works in conjunction with senior leadership and utilizing financial data to drive performance improvement.
• Researches and resolves complex and/or escalated account related issues.
• Responds to senior leadership's requests and disputes, processing authorized time adjustments within our Business Operation guidelines and timelines.
Secondary Responsibilities:
• Participate in team meetings and provide input, • Attend team calls and meetings as requested, be flexible to support different TZ when/where required, Primary working hours 11.30 AM - 8.30 PM.
• Exhibiting cross-functional collaboration with Resource Deployment, Credit & Collections, Order Management, Finance, Technology & Information, and Field Enablement.
Required Qualifications/Skills:
• 1-3 years post-secondary education required or relevant work experience.
• 2+ years working in operations or professional service environment.
• Minimum of 1-3 years of related experience, preferably in a software sales/service organization.
• Excellent communication skills with an emphasis on account support to include strong grammar, spelling, and writing skills, Well-organized and detail-oriented, with excellent follow-up skills; ability to meet/prioritize high-pressure delivery deadlines, ability to work well in a quickly changing work environment focusing on customers.
Interpersonal Skills:
• A demonstrated ability to work with people in all levels of the organization to ensure cross-team functionality.
• Detail oriented; able to identify, prioritize and solve problems effectively.
• High self-motivation, responsibility, and emotional flexibility to achieve results.
• Able to work in a diverse, global environment.
• Must be organized and can multi-task in a fast-paced and demanding environment.
• Proficiency in Microsoft Office and an ability to learn other software applications as required of the position. This position also requires the ability to navigate and use web-based applications.