Job Description

Responsibilities

Act as a first line support between No& the HR staff on all HR issues
Log received queries on ticketing system.
Triage SNOW tickets to the right teams
Review processes and transactions and constantly identify opportunities to optimize and automate
Resolve queries quickly and efficiently or direct the employee to the right channel.
Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support
Prepare weekly & monthly analysis report about Call center activities
Provide an advisory service to employees ensuring that they are fully aware of their entitlements
Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements
Partner with team to execute plans to improve customer satisfaction with a focus on processes
Manage escalation and takes ownership for ultimate issue resolution
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
Generate myAttendance reports as needed (OT, absence management, vacation consumptions, payroll-requested reportd, system deviations, penalties, Occupancy reports…etc.)
Ensure proper governance is in place for attendance amendments and attendance penalties
Ensure non-attendance penalties are reflected on myAttendance to be captured in the payroll
Issue warning letters timely and archive required documentation
Troubleshoot issues with payroll deductions and payslips (L5- EEs)
Process Allsec invoices and track payment status to avoid service disruption
Receive and log TA applications for L3- roles
Issue ID cards for new joiners, replace lost IDs and deactivate IDs of terminated EEs
Issue HR Letters for L5- EEs
Conduct exit interviews for L3- leavers as per set guidelines
Generate insightful exit interview analysis to aid in making sound business decisions
Transact monthly closing amendments timely and accurately
Manage the SMS tool (credit, sending out communication and obtaining the right approvals)

Qualifications

HR Shared Services process and SLA management experience
Process management and continuous improvement with a focus on optimization and productivity
Very good Egnlish language skills
Very good command of MS office and its applications
Strong communication skills
Demonstrated track record of strong service delivery
Stakeholder management and empathy
Ability to prioritise and identify potential issues prior to escalations

Featured Awards