Jason MacKay
- Role
- Senior Analyst HR Svc Delivery at Ally
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Jason MacKay
As an accomplished HR and LOA compliance leader, I have proven experience delivering…
Experience
Senior Analyst HR Svc Delivery
May 2022 — Present
Consulting with HR community and vendors to support HR programs by improving the employee experience through process improvements and analytics. Promoting best practices in service delivery including first-call resolution, accurate responses through frequent review of scripts, and analysis of ticket inquiry and resolution detail to drive continuous process improvement in self-service and customer service satisfaction surveys. Monitoring, analyzing and conducting audit transactional effectiveness and performance, developing and monitoring dashboards, while conducting SLA reviews, Driving common service delivery processes and requirements across geographies, in alignment with applicable policies and regulatory and audit requirements to gain process and cost efficiencies. Effective business process management and functional system requirements (how the system behaves to support the business process). Participating in Change Management Requests and User Acceptance Testing with HR COE, IT, Ally HR, Payroll and supplier partners. Facilitating and leading meetings with key customer and supplier groups to resolve service delivery issues and escalations and to get input into process redesign and continuous process improvement efforts.
Education
San Diego State University
Bachelor's degree, Liberal Arts and Sciences/Liberal Studies
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