GDS - Talent Shared Services Senior Associate
Ernst & Young AG
Taguig City, Philippines
11d ago

Job Summary :

Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.

TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.

These services are delivered from our centers in China, India, Poland and Philippines.

The TSS Senior Associate is responsible for completing assigned HR functional transaction or work activities of Recruitment Administration in accordance with the established policies, procedures and service level agreements of GDS whilst building positive and productive relationships with customer representatives.

This role may provide service delivery in respect of specific or combined HR functions (recruitment support, onboarding support, people data administration, learning administration and performance management).

The Senior Associate develops and maintains an advanced understanding and knowledge of the GDS procedures and approach for assigned area(s).

He / she may assist or fill in during the absence of the Supervisor.

Essential Functions of the Job :

ØAttends to HR functional inquiries / requests / transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures

  • ØEnsures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed;
  • escalates issues as needed

    ØDevelops and maintains an advanced understanding and knowledge of GDS procedures and approach for their assigned area(s)

    ØProcesses and / or reviews more complex transactions; performs duties and responsibilities with limitedsupervision

    ØEnsures all new process updates are incorporated while processing transactions

    ØResponds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines

    ØParticipates in peer-level review of deliverables as assigned; records and reports both positive and negative findings

    ØAssists the Supervisor as requested such as monitoring status of service delivery queues and resource planning; provides assistance to less experienced team members

    ØFills in during the absence of the Supervisor (if needed)

    ØFollows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor

    ØResponds to emails and enquires in a timely manner

    ØPrepares and contributes to reporting as directed

    ØParticipates in the on-boarding of new recruits from a training perspective as requested

    ØActively participates and completes the performance management and development plan activities

    ØIdentifies potential areas for process improvements and makes recommendations to Supervisor; initiates and / or participates in process improvement initiatives

    ØAssists with GDS initiatives and other projects as assigned

    ØEnsures GDS organizational policies and processes are followed

    Knowledge and Skills Requirements :

    ØStrong communication, interpersonal skills and customer orientation; works effectively with others

    ØAnticipates customers’ needs and proactively identifies and resolves issues that impact the delivery of quality service

    ØGood command of spoken and written English

    ØDisplays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job

    ØGood organization, analytical and problem solving skills; able to exercise judgment in day to day work activities

    ØTakes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions

    ØFlexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements

    ØGood keyboarding and data entry skills

    ØWorking knowledge of firm standard technology such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint; experience with HR specific technology a plus

    Experience :

    Ø2+ to 4+ years work experience preferred including prior Shared Services / BPO and / or HR Operations experience

    Education :

    ØBachelors degree or above from a commercial, business or HR related discipline.

    Other Requirements :

    ØFlexibility in working hours to accommodate multiple time zones as needed.

    ØMay need to work extra hours in case of special customer requirements

    Supervision Responsibilities :

    No direct supervision responsibilities

    Certification Requirements :

    ØNone specifically noted.

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