Role Profile : ES Associate
II. ROLE DESCRIPTION
Overall objective of the Role
The ES Associate has the mission to serve as a single point of contact for incoming inquiries from employees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services and the agreed service levels.
Works as the first point of contact in the delivery centre for employees or client HR representative
Work could include calls, tickets, emails or faxes from clients requesting services, support or issue resolution
First line support for all HR inquiries that do not require complex investigation, case management services, and Logical Access Support
Escalates in depth customer inquiries and requests to the appropriate POC / SME
Manages transaction services such as document validation and archiving as necessary
Produces and supplies on request, reports and statistical information according to the agreed services
Key Criteria to monitor performance
SLA Key Performance Indicators including productivity, quality and compliance
Satisfactory QA ratings / scores both in calls and tickets
Adherence to NGA and Client procedures and policies
Good analytical skills to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-
issues, to understand the nature of parts and their relationship to one another.
Good communicator and customer oriented - to be able to identify and understand the customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Verbal reasoning has the ability to understand and draw accurate conclusions from written or verbal information e.g. Identify key facts quickly.
Checking / Validation skills has the ability to compare information quickly and accurately which is critical to ensure high quality of work
Problem solving skills Skilled in identifying core issues and producing optimal solutions to problems
Excellent written and verbal communication skills
The ability to remain calm under pressure
Well organized and planned, schedules time effectively and uses efficient work methods and tools
Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
Teamwork to be able to work with colleagues to achieve common targets and objectives and to provide actively help to other team members.
Focus on quality
Areas of Knowledge
Basic knowledge of US Payroll and HR policies and processes
Basic SAP and HR ticketing tool background is an advantage
Preferably with customer service background
Experience in BPO preferably HR shared services
Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, customer service standards)
Computer skills : MS Office, HR Databases, HR IS / IT systems and SC technology (tools for documentation / tracking, service delivery channels etc.)
Appropriate language skills is required