HR Services Specialist Bilingual

Job Family

Human Resources

Job Summary

• Acts as initial entry for all employees, administers incoming queries, provides HR information and performs transactional tasks
• Solves queries which require specific HR knowledge and higher degree of policy interpretation
• Focuses lies on compliant administrational / transactional tasks and processes in Workforce Admin HR functional area

Job Description

All Key Tasks and Responsibilities are delivered on the SSC scope level

• Operational excellence - First point of contact for managers and employees for all HR transaction-related queries Promotes efficient and effective delivery of specific process (e.g. contract administration, data administration) by solving complex inquiries that require specific HR knowledge and / or higher degree of policy interpretation.
  • Handles telephone calls and e-mail queries into the HR SSC - Act as first filter
  • Takes ownership of the resolution of callers’ issues, giving guidance & solving problems as the first point of contact whenever possible, refers issues to the HR Back-Office (Specialists) when unable to resolve them personally
  • Ensures that all queries are logged using the enquiry management tool
  • To update the HR database with employee details/amendments
  • Handles general inquiries, supported by answers to predefined questions
  • Provides administrative support
  • Provides process expertise and identifies improvement potential in order to increase efficiency and customer satisfaction
  • Supports training of new agents
  • Provides timely, accurate and value-adding answers to complex HR-related local or global queries from employees and business managers
  • Ensures contact with Strategic / Regional Experts to develop and maintain a detailed knowledge of the designated processes and policies for the countries / business stream / globally covered
  • Responsible for handling the WFA processes including but not limited to: maintaining employee data and files according to country regulations, and preparation/creation of documents and templates
  • Manages data related processes and reviews documentation regarding but not limited to: transfers, offboarding, change requests, job/work changes, leave of absence, end of assignments, terminations
  • Performs ad hoc reporting as needed
  • Delivers country-specific / business stream / global specific training to front office
  • Shares information with relevant colleagues (e.g. Front Office, Teamlead)
  • Interprets policy and solves problems
  • Supports training of new agents
• Projects / Initiatives / Programs - Communicates policies, directives and processes. Supports HR projects within the SSC, for example, identifying past trends in the SSC in order to recommend improvements / supports in continuous improvement
  • Acts according to global process standards
  • Proactively involved in cross-departmental teams and projects

Education

Bachelor's degree required

Experience & further Qualifications

• Fluent English (B2 level) and Organizational Language Required.

Professional

1 or 2 year as HR Front office / Customer service experience required (SSC experience desirable). Strong adherence to set rules/SLAs and rules required

2- 4 years of HR experience required, preferably in Workforce Admin area of expertise (SSC experience desirable)

Leadership

N/A

Project Management

N/A

Intercultural

Not mandatory but desirable

Employment Conditions

Mobility/ Need to travel

N/A

Competencies & Skills

Competency 1

Quality oriented

Competency 2

Ability to work under pressure and tough deadlines

Competency 3

Administrative excellence

Competency 4

Cooperation

Competency 5

Detailed and Extensive knowledge of HR Policies

Competency 6

Analytical skills and problem-solving capability

Competency 7

Organizational skills

Competency 8

Technology skills

Competency 9

Excellent communication skills

Competency 10

Excellent customer service skills

Competency 11

Process management skills