HR Shared Services Advisor

• Job number 1289084

Responsibilities

HR Central Services Customer Support

• Supports employees and managers by responding to inquiries and performing transactions; addresses inquiries by researching policies and procedures as needed; triages inquiries to the appropriate queue.

• Answers questions from employees and managers on how to use Human Resources shared services, platforms, and tools by using established templates and pointing resources to employees and managers; learns the end-to-end service model.

• Provide customer support by working with internal partners or customers worldwide, to answer questions and resolve transaction problems. Able to independently resolve exceptions by using discretion
• Ability to manage customer support via phone calls, live chat and cases.

Process Management

• Reviews own performance metrics target and identifies opportunities for improvement; shares input and raises opportunities for improvement to manager.
• Participate in implementation of new business policies and processes.

Data Management

• Inputs employee data into Human Resources Information System (HRIS) database and/or documents activities as requested; verifies data input to ensure accuracy by following established guidelines.
• Supports the operational compliance in data handling by learning relevant policies, procedures, and processes; handles both regular and sensitive data by following global and local statutory laws.
• Working in a highly data sensitive environment, responsible for always protecting Data Privacy and adhering to confidentiality requirements to promote zero breach of compliance policies
• Ensure quality data entry completed within SLA depending on priority & complexity

Documentation

• Reviews documents and reports related to employee records in Human Resources processes (e.g., new hire on-boarding, compensation, termination) and verifies their accuracy; participates in information-gathering sessions with subject matter experts and stakeholders to understand reporting requirements.
• Documents and updates processes, desk-top procedures, and knowledge-based content as requested in a timely manner; provides input for change on knowledge base content to the team lead.

Other

• Embody our culture and values

Qualifications

• MBA/ Masters or equivalent, specialization in Human Resource Management or Customer Service experience preferred
• 3-5 years of experience in HR Shared Services or HR Operations Processes with an understanding Benefits, HR tools, HR policy´s, and employee life cycle process
• Must be fluent in English with strong verbal and written communication skills.
• Strong understanding of HR processes and being able to solve and identify scalable solutions to problems.
• High level of attention to detail and results oriented with strong organizational skills.
• Ability to prioritize effectively and balance multiple tasks.
• Ability to make decisions that impact customer service levels and integrity with a sense of urgency.
• Passionate for continuous improvement and management.
• Solid working knowledge of Microsoft Office and expertise in SAP or SuccessFactors experience preferred.

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