Job Description : Purpose of Role :
Purpose of Role :
The HR Operations Analyst is the first line of contact for all HR enquiries and will resolve the majority of calls at source.
As the first contact point they have a direct impact on how customers perceive their experience. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy.
They will also demonstrate good judgement to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees / customers and the Service Centre.
HR Operations Analyst will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Shared Service Centre and the overall reputation of the HR function.
Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer.
Specific SLA targets relate to : Call abandonment rate, Speed to close queries and Customer Satisfaction. Specifically :
Processes all incoming calls and emails into activities, redirecting to other teams where appropriate
Resolves all queries possible including investigation and customer interaction
Make immediate data changes to employee information in systems or files. Receive, scan and file supporting documents where required
Involvement in specific projects throughout the year. Eg. Annual reward cycle, organization restructure support etc. Including planning, team work and execution
Creates accurate support documentation for all employee lifecycle events, secures approval as required, issues, tracks and files
Manages activities relating to all workload on case management system, including comprehensive notes and audit trails
Schedules interviews for candidates and communicates with them on an on-going basis
Partners closely with the Talent Engagement Team re : open requisitions
Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues.
Use the expertise on Chinese language to engage with stakeholders both written and verbal.
Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of Workday self-service, about Compliance requirements and also how to best leverage HR support
HR Operations Analysts are expected to act as subject matter experts on Workday and other HR Tools.
Provides feedback for Continuous Process improvement through diagnosing, investigating and recommending solutions
Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers.
Zero breaches of data privacy, security or COBC policies.
Provides support on any translation services as required by the business.
Excellent team player - collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation.
This includes ensuring continuous service offering for customers through organising phone (and activity creation) cover when needed.
Key Criteria to be successful in this role
Ability to prioritise effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one
Demonstrates good judgement, diagnosing the question and need with skills and speed and identifying the appropriate response.
Passionate about a great customer experience
Enthusiastic team player, able to build great working relationships across diverse styles and a variety of stakeholders
Lives and breathes accuracy and detail, gets it right first time
Articulate, with excellent communication skills and ability to act in a calm, rational manner while under pressure.
Willingness to work with flexibility in adjusting workload according to actual query volume, support each other by offering cover for team members where necessary
Experience in HR is desirable. Experience of working in a Shared Services environment also advantageous.
Prior experience in delivering excellent customer experience is essential.
Experience of working in a high paced environment, deliver to tight deadlines and managing expectations of stakeholders
Skills & Knowledge
HR systems or related technology or an aptitude to quickly pick up systems and applications
Aptitude to quickly pick up technologies in using new systems and applications
Strong Microsoft Office skills including Word and Excel
Languages : English, Chinese
Worker Type : Regular