• As a member of the HR Shared Services Response Centre, you will become an expert in addressing inquiries related to onboarding, benefits, time off, offboarding, employee changes, payroll, and various policy-related questions.
• You will respond to customer inquiries through the ITSM (ticketing system) while striving for first-contact resolution to provide a seamless customer experience. You must determine when to redirect or escalate a ticket to the appropriate HRSS Support Centres, Centres of Excellence (such as HRBP, Benefits, Talent Acquisition), or external departments (like Finance).
• You will intake and assign customer inquiries to the appropriate teams and individuals based on the scope of work, adhering to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• You will deliver consistent customer service by utilizing the HR Knowledgebase and the OTC (intranet). You will act as a compliance champion to consistently meet minimum legislative requirements.
• Your main goal is to provide a high-quality employee experience while fostering a customer service culture. Working collaboratively with the cross-functional HR team, you will oversee the development, documentation, and enhancement of the Response Centre's information to ensure an exceptional customer experience.
• Engaging with team members, you will educate employees on relevant HR content and updates and encourage them to utilize self-service options for quick answers.
• Handling sensitive information will require sound judgment and discretion on your part. You will ensure compliance with organizational, local, and legislative regulations while working towards achieving the goals and objectives outlined in the Response Centre strategy.
• You will create and maintain Knowledgebase documents related to the Response Centre. Additionally, you will administer quality checks, perform analysis, and conduct audits to verify data accuracy.
• Providing ongoing support and collaboration within HRSS Support Centres and Centres of Excellence is essential. You will contribute to team success by offering functional guidance on specific projects and promoting an effective team environment through mentoring and sharing your professional and technical knowledge with team members.
• Fostering an environment of continuous learning and improvement is key. You should also consider how changes to policies and processes will impact the center's responses, ensuring that updates are reflected in the HR Knowledgebase.
• By leveraging the HR Knowledgebase, you will ensure that employees receive accurate and timely information at all times. Periodically reviewing the nature of common inquiries will help you create Knowledgebase articles to minimize future inquiries. Lastly, you will assist in training current and new team members.
  
  

• You possess exceptional communication skills and an eye for detail, all aimed at enhancing the customer experience. Thriving in a fast-paced, high-growth environment, you adapt quickly to the evolving demands of the business.
• You're adept at juggling multiple priorities under tight deadlines, confidently navigating conflicting demands while organizing your time and resources to achieve consistent results. Your high level of personal integrity and passion for excellence shines through in every interaction.
• Building trust-based relationships with all key stakeholders is second nature to you. As a self-starter, you take the initiative to drive your own development and support the growth of others. You’re skilled at setting, tracking, and measuring goals, always with an eye on optimizing processes for continuous improvement.
• Your technical knowledge empowers you to tackle various aspects of projects and functions, crafting effective solutions along the way. Familiarity with SAP/SuccessFactors is a plus, enhancing your toolkit as you contribute to HR operations in the APJ and/or India region, where you’ve gained significant experience.
• With a Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or a related field, along with 1-3+ years of experience in payroll, data management, or total rewards within an HR environment, you bring valuable expertise to the table. HR professional accreditation is preferred, underscoring your commitment to excellence in the field.
  
  

Please refer to job description.