Business Support HR Service Delivery

Job description

Key Accountabilities

• Resolve Tier 1 (simple queries) and Tier 2 (complex queries) queries and transactions related to core HR processes
• Demonstrate high proficiency in HR processes, policies and standard operating procedures.
• Communicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issue
• Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards
• Assist with data correction or escalate to HR Specialist, specifically for issues that cannot be resolved through self-service
• Provide technical query resolution for ESS / MSS requests
• Escalate complex queries to appropriate owner (inside or outside of HR)
• Conduct root cause analysis for key issues, supported by CRM data, advising management of trends or patterns

Skills & Competencies

Technical

• Demonstrated understanding of core HR management practices, processes, procedures and policies

Interpersonal

• Excellent written and verbal communication skills
• Strong teamwork interaction and orientation
• Superior customer service skills through using efficient processes
• Results focused with the ability to manage competing priorities and multiple stakeholders
• Good relationship management capabilities
• Proactive in achieving results and seeking improvements
• Attention to detail and an ability to work towards tight deadlines

Qualifications
• Bachelor’s degree in Human Resources or other related field
•3-5 years of experience in a corporate HR generalist or client services role preferred

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