(PE&O) Sr. Associate (Service Center)

Overview

The HR Operations Coordinator - HR Service Center agent will act as first line HR support and will be responsible for receiving and handling employee services requests, transactions, and inquiries to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager.

The role requires strong process orientation, continuous improvement mindset and SLA adherence experience.

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