Develop customer specific SLA models based on industry best practice, customer negotiations and RFP/ Tender requirements
? Develop complex and standard SLA reports, verify and approve reports from external stakeholders and distribute such reports to relevant stakeholders
? Ensure the effective management and co-ordination of the outsourced function
? Inform HR of potential risks
? Ensure alignment and integration between the service provider and HR strategies and initiatives
? Lead strategic transactional services initiatives is support of business strategies and plans
? Communicate desired outcomes and monitor progress
? Set performance standards
? Create support metrics and methodologies
? Monitor, and measure and manage SLA’s compliance
? Monitor outsourced operations to ensure compliance with policy
? Build and manage internal and external customer relationships
? Benchmark SLA methodologies, metrics and performance targets in line with industry best practice and provide feedback and recommendations to management in order to continuously improve on SLA offerings
? Manage SLA risk by performing proactive SLA trend analysis, providing SLA credit reports and recommendations, reporting and feedback to management and applicable role players
? Policy queries, deviations and exception handling
? Manage Payroll Calendar, pay register and pay run approvals
? Resolve escalations from service provider, business and customer
? Manage internal and external audits
? Manage Penalty/ claw back clauses