The successful candidate will be someone who can multitask and can be accountable for ensuring the timely delivery of all transactional aspects of the client and employee lifecycle, whilst facilitating the integrity of all HR data held within client service delivery. As part of the HR Service Delivery team, the ideal candidate would be able to resolve or support HR Leads on customer enquiries at the first point of contact, via appropriate interpretation of internal policy & procedural guidance and legislative requirements.
In this role, you’ll also be part of a team required to be part of our business transformation goals for organization design, implementation, managing and strategic HR delivery to our clients on a regional basics. You will also be supporting client employee requirements, setting up and monitor KPIs and SLAs as well as working with other members of our team on identifying root cause analysis and continuous improvements to meet expectations and set objectives.
To provide project support to the HR Services Regional Leads. This position also includes various clerical and administrative support duties related to the preparation, maintenance, and retrieval of electronic work site employee personnel files.
Essential Job Functions:
- Provide assistance with department initiatives within the HR Services Department. May be assigned specific duties within this department on an on-going basis.
- Serve as the first level responder to inquiries in the HR email mailbox, then triage the remaining inquiries to the HR Services Delivery Lead Representatives as needed.
- Review, interpret and compile documents in response to onboarding, offboarding or day to day HR support for WSE.
- Compile data and conduct research on an as needed basis for various required audits.
- Respond to various HR, Legal, client and internal requests such as employment verifications, and personnel file requests in a timely manner.
- Perform other various administrative tasks to support the HR Services department including supply orders and processing open items.
- Other project support or administrative tasks in support of the HR Services department
- Embed a high-performance culture within HR Shared Services ensuring delivery of timely support to the business
- Ensure HR Shared Services processes are compliant to the standards determined by the relevant stakeholders
- Identify opportunity for change and working with the HR Services Program Leads, Managers, Director of HR Services and Head of Operations to deliver enhancements
- Represent HR Shared Services at relevant forums in global HR governance structure
- Effectively manage Operational risks, ensuring controls are in place and tested, and robust action plans are delivered in order to close down issues
- Escalation point for customer complaints across HR Shared Services, ensuring they are managed fairly and effectively, plus the root cause is addressed where appropriate in order to prevent recurrence
- Develop strong relationships with global services teams (Account Manager, Payroll, Sales & Accounting)
- Drive productivity and efficiency in the HR service Delivery Model for region
- Evaluate in conjunction with the broader regional service, HR Service Delivery Manager, Director of HR & Payroll and Head of Operations when required, near shore and offshore opportunities to leverage scale and optimize service
Qualifications
To be successful in this role you should meet the following requirements:
- Strong background in Operations
- Experience working in a large organization with high volumes and big teams, ideally within HR Services
- Experience in people management, with direct reports
- Background in working with KPIs, service levels, etc.
- Previous experience in service management
- Strong stakeholder management skills – both internal and external, at a senior level
- Strong mind-set aligned to delivering customer service
This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.
Elements provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.