Typically as HR Operations - HR Advisor
o Using EIC (Employee Interaction Centre) tool to log queries and updates, create tickets and ensure closure of tickets
o WIP management, keeping customers updated on the status of open cases,
o Taking ownership of end-to-end processes,
o Handing-off cases to other teams in HR Services as required
o Dealing with third party service providers,
o Meeting established KPIs and SLAs.
Lead / Participate in local and global projects.
Building partnerships with HR Partners (HRitC, HRitB, GOS and other HR Services teams) by clarifying policies and procedures, giving and asking for updates on case status, gathering missing data necessary for case processing, identifying best practices and knowledge sharing.
Sharing best practices within the team, striving for continual improvement in service delivery, participating in improvement initiatives.
Acting as a role model in applying work principles and processes, as well as when dealing with clients. Assisting less experienced colleagues with their complex daily operational issues.
Knowledge sharing and organizing / delivering trainings for the team when needed. Leading trainings for New Joiners. Providing constructive feedback to team members about their performance including noted areas of competence and development.
Acting as back-up / stand-in for Team Lead during absences.
Executes simple transactions.
Acts as Process Focal Point / Subject Matter Expert for processes such as reporting. Works within a limited variety of well-defined procedures and practices (not necessarily standardized) and is supervised on progress and results by manager.
This job profile contains generic information and does not describe individual positions or required job competencies. Grading decisions will also depend on other factors.
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