Jennifer Weir, CPP

Service Delivery Manager at Aon Hewitt

Location
Charlotte, North Carolina Area
Industry
Outsourcing/Offshoring

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Jennifer Weir, CPP's Overview

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Jennifer Weir, CPP's Summary

Solutions-focused, team oriented Service Delivery Manager with broad-based experience and hands-on skills in the successful management of the HR BPO Operations team and the client relationship. Proven ability to successfully analyze critical support requirements, identify deficiencies, potential opportunities and develop innovative solutions for increasing reliability and improving productivity.

Jennifer Weir, CPP's Experience

Service Delivery Manager

Aon Hewitt

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

July 2013Present (1 year 3 months) Charlotte, NC

• Accountable for delivery of all HRO contracted services aligned to an HR BPO client.
• Oversees service transition, service delivery, Service Level Agreements, ongoing process improvements, contractual compliance, metric attainment, has full accountability for the client team P&L, and manages to agreed financial margins within the commercial model.
• Develops, maintains and supports a long term strategic view of the relationship and advocates for both the client and Aon Hewitt to ensure that the priorities of both organizations are balanced in partnership.
• Currently supports a Global Client where Aon Hewitt has responsibilities for their US population. Scope of services includes Service Center, WFA/Payroll, H&W Administration and DB/DC Administration. Workday is used to support WFA/Payroll.

Global Implementation Lead

Aon Hewitt

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

February 2012July 2013 (1 year 6 months) Charlotte, North Carolina Area

• WFA Implementation Lead responsible for onboarding a new client onto our HR BPO services using Workday HCM globally across 68 countries and supporting 23,000 employees.
• Payroll/WFA Implementation Lead accountable for the implementation of a current client utilizing our WFA/Payroll HR BPO Services from PeopleSoft to Workday. Supporting 23,000 US employees.
• Consults with client regarding Aon Hewitt Best Practices, tools, and service offerings.
• Provides information to managers and/or acts as primary facilitator of internal/external/UAT for HRMS/WFA processes. Provide functional guidance in the design and development of system parameters for configuration.
• Assesses, mitigates and/or escalates (when required) risk/opportunities including contract compliance, performance/delivery, adherence to Best Practices, standardized procedures & documentation, and budget deviations.
• Consults on Workday Business Process Design to ensure an operations model is created that can be supported and is sustainable.

Payroll/WFA Client Manager

Aon Hewitt

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

February 2011February 2012 (1 year 1 month) Charlotte, North Carolina Area

• Creates, fosters and maintains strategic partnership with Production Support team.
• Create strong matrix environment which supports our business initiatives and production support needs.
• Champion future strategic initiatives of self-serve and other personnel initiatives which enhance the Client Services Group (CSG) efficiencies, customer service and overall quality.
• Assure data and relationship of information integrity by developing and implementing quality assurance protocols and procedures.
• Act as lead for the coordination and execution of all integration activities including mergers, divestitures, system process enhancements/modifications and system implementations and conversions.
• Improve Operations Center efficiencies and quality by proactively seeking out and identifying technology solutions.
• Champion advancement toward vision by identifying state-of-the-art technology and tools.
• Maximize investment in existing technology by leveraging functionality and tools.

Workforce Administration Manager

Hewitt Associates

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

January 2010February 2011 (1 year 2 months) Charlotte, North Carolina Area

• Strategically lead the WFA team to align with company goals and initiatives.
• Manage the development and performance of the team.
• Oversee the day to day operations and ensure Service Level Agreements are obtained.
• Champion change and work with the client to implement solutions that benefit both the client and the company.
• Act as the WFA Functional Lead for implementations of new clients.
• Collaborate with internal teams on escalations, new initiatives and day to day operations.

Business Systems Integration - Production and UAT Manager

Hewitt Associates

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

January 2007February 2010 (3 years 2 months) Charlotte, North Carolina Area

• Lead process improvements for existing processes and supports creation of new processes with emphasis on up/down stream impacts.
• Responsible for identification of simple to complex issues/incidents and the ability to understand the impact across domains and ensure resolution.
• Identifies and resolves simple to large escalations with strong emphasis to associated patterns, trends and root causes analysis.
• Accountable for the BSI UAT team and all aspects of testing break/fixes and new IT initiatives complying with the Small Request Process Lifecycle.
• Able to effectively communicate with the client on all aspects of BSI client delivery.
• Determines when requests were beyond the scope of responsibilities of Aon Hewitt and/or team.

Data Analyst

Hewitt Associates

Public Company; 10,001+ employees; AON; Outsourcing/Offshoring industry

February 2006January 2007 (1 year)

Jennifer Weir, CPP's Skills & Expertise

  1. Workday PM Certification
  2. Workday Basics
  3. PeopleSoft
  4. Process Improvement
  5. Vendor Management
  6. Requirements Analysis
  7. Outsourced HR Services
  8. Multi State Payroll Processing
  9. Payroll Implementation
  10. HCM Workday Implementation - Global
  11. CRM
  12. User Acceptance Testing
  13. Leadership
  14. Management
  15. Software Documentation
  16. SAP HR
  17. Payroll
  18. ADP Payroll
  19. Quality Assurance
  20. Integration
  21. Business Process
  22. Workday

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Jennifer Weir, CPP's Additional Information

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