Our client is seeking a capable administrator with experience in a high-volume, fast-paced environment, as this role is based in an EMEA Shared Service Centre.
* HR experience is not required.
* Strong client service skills are essential.
* Understanding risk and maintaining confidentiality are critical.
* A ticketing system is used for queries, with 20% handled via phone and 80% through the system.
Key operational tasks include onboarding, terminations, system updates, changes, and vendor process updates (e.g., employee transitions). The candidate should have confidence and excellent communication skills.
The role covers ten countries and involves managing 50-60 cases daily, plus phone calls and additional operational work shared across the team. It is a fast-paced, dynamic environment where you'll be involved in various tasks daily, requiring strong attention to detail and adaptability.
The key responsibilities of the role include:
* Responds to employee and manager inquiries regarding HR policies, processes, systems, and employee data, and assist with data updates. Inquiries may come through various channels (e.g., e-mail, phone, case management system). Uses knowledge bases, call tracking systems, and third-party resources to inform customers about available HR services. Promotes self-service tools such as the HR Portal when suitable. Exercises sound judgment in resolving more complex or unusual matters within corporate guidelines and recognizes when critical issues should be escalated to subject matter experts.
* Demonstrates a positive, professional, customer-focused, and service-oriented company image.
* Proactively provides continuous updates, guidance, and information to customers, key stakeholders, and team members within HR to ensure timely case resolution. Offers feedback and suggests process improvements to management.
* Processes HR service requests, including organizational changes, compensation changes, leave requests, and other data updates, handling complex and non-routine requests as needed.
* Performs HR operational tasks such as report generation, background checks, and new hire onboarding.
* Maintains high-quality standards for all activities, initiatives, and tasks within the assigned functional area(s). Adheres to established service level agreements (SLAs) and accurately documents case details and relevant information in the case management system.
* Ensures that all functional documentation is current and available for HR processes.
* Participates in user acceptance testing for new systems or updates to existing systems.
Skills/Qualifications:
* A college degree and/or relevant work experience in human resources is preferred.
* Strong customer service and client relationship skills.
* Ability to perform well under pressure.
* High accuracy and attention to detail.
* Excellent verbal and written communication skills.
* Ability to work collaboratively in a fast-paced, dynamic, and demanding environment.
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