Job Description

Job Purpose

The primary contact point for addressing employee requests using predefined scripts, Genie knowledge platform, and FAQ resources, aligning with People Services' service level agreements. Also involves efficiently managing end-to-end employee life cycle processes to ensure timely and high-quality administration for all relevant employees

Key Responsibilities

• Address employee requests through the HR Case management system in accordance with service level agreements, ensuring confidentiality and data protection.
• Allocate unresolved requests to the appropriate teams for resolution and seek specialist input for complex issues, escalating to the relevant business areas as needed.
• Track progress, and provides continuous feedback to requestors on status of their queries.
• Ensures a positive employee experience by proactively seeking information, as well as promoting self-service system capabilities, to resolve HR business requests quickly.
• Leverages end-to-end process documentation, procedures, work instructions, knowledge base, and case management content to resolve inquiries.
• Manage end-to-end employee life cycle processes, overseeing activities from hire to retire, while ensuring accurate and timely updates in the Success Factors system.
• Execute and maintain accurate personal data and organizational structure changes in the Master Data system.
• Carry out administrative duties within agreed service level agreements, emphasizing speed, accuracy, and quality of work
• Coordinates onboarding activities with all involved teams (IT, logistics, finance, procurement, etc.) to ensure the proper execution of onboarding process.
• Supports the integration of innovative HR technologies and system automation to improve the user experience and streamline administrative processes.

Key Stakeholders

• Internal: People & Culture: All, Employees, Managers, BPT
• External: N/A

Experiencerequired

• HR Shared Service Centre
• Admin / People & Culture experience

Education & Qualifications required

• University degree

Language capability

• English - Advanced

Behavioural Capabilities

• Effective Communication
• Customer Focus
• Continuous Improvement
• Accuracy & attention to detail
• Collaborating
• Accountability
• Adaptability
• Confidentiality
• Managing multiple priorities