Member Services Associate
Groupe CGI inc.
Taguig, Philippines
11d ago

Position Description :



Role TitleMember Services Associate

Key Responsibilities :

  • Function as the First point of contact for cases raised by the members and / or managers via call or HR Helpdesk Tool.
  • Answer phone calls received in English and / or assigned supported language.
  • Appropriately categorize, prioritize, assign and escalate cases to the correct provider group.
  • Assist, where possible, in resolving HR related queries from members / managers / non-members.
  • Provide a positive image of CGI through his / her role.
  • Deliver GHRMS services on the assigned agreed processes to CGI members around the world.
  • Participate in all assigned GHRMS projects and activities ensuring successful performance with GHRMS Management.
  • Ensure that set objectives are met as defined on the agreed performance metrics.
  • Gather relevant detailed information regarding the queries.
  • Provide support to the Manager, Team Leads and Senior Associates on investigating service delivery issues.
  • Ensure that appropriate measures are taken to preserve member data confidentiality, and integrity in accordance with security policies.
  • Maintain adherence to all company policies and procedures.
  • Assume ownership of personal development and inform GHRMS Management of perceived gaps.
  • Attend, participate and pass all scheduled and requested training events and assessments required to update / broaden knowledge relevant to the role.
  • Key Objectives & Deliverables :

  • oRespond to and resolve HR queries, and ensure resolution of outstanding issues of members / managers / non-members.

    oEnsure that cases are assigned to the right provider groups.

    oEnsure calls are transferred to the proper department (ie. ONE IS) for out of scope inquiries.

    oPerform, track and log related actions on the case.

    oPerform case / contact follow-up : Daily monitoring and timely action of own case.

    oAdvise the Service Restoration Coordinator of potential recurring problems and / or ability to escalate member complaints when required

    oAttend team meetings and training classes regularly.

    oMinimize escalations.

    oPerform Service Restoration Coordinator role if, and when so designated.

  • oProvide an exceptional member experience at every contact by focusing on support, resolution and courtesy

    oUnderstand and show ownership in achieving the objectives on productivity, quality and resolution

    oMake an assessment of his / her skills and knowledge, make a reflection on what he / she wishes to develop

    oMaintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.

  • oAdherence to schedule

    oCompliance for attendance

    oRespect for self, colleagues and management

    oCompliance for CGI Security Policy and as well as CGI Code of Ethics.

    oDemonstration of Initiative towards self-development (active participation in individual and team training sessions).


    Geographic Location : Manila, Philippines

    Qualifications / Education :

  • Graduate of any degree
  • Above average oral and written communication
  • Excellent analytical and problem solving skills
  • Willingness to work in shifts
  • Experience :

  • Experience with MS Office tools
  • Relevant HR experience is an asset
  • Experience / knowledge of PeopleSoft HR modules is an asset
  • Core :

  • HR Expertise Practice
  • Communication and Interpersonal Skills
  • Teamwork
  • Keen attention to DetailLevels
  • Functional / Technical :
  • Action Oriented
  • Action Oriented
  • Drive for Results
  • Proficiency in Systems and Tools
  • Proficient in the English Language (written and spoken)
  • Proficient in the French Language where required (written and spoken)
  • Proficient in the Finnish Language where required (written and spoken)
  • Behavioral

  • Adaptability and Flexibility
  • Customer Orientation
  • Trustworthiness / Ethics
  • What you can expect from us :

    Build your career with us.

    It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

    At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.

    All of our professionals benefit from the value we collectively create.

    Be part of building one of the largest independent technology and business services firms in the world.

    No unsolicited agency referrals please.

    CGI is an equal opportunity employer.

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