HR Administration Senior Analyst

Purpose of the job:

Analyst is responsible for dealing with all incoming standard HR service requests from Managers, Employees and HR Business Partners in HRGS Hubs. This involves updating systems, including salary records and creating documents. They support a range of different HR functions. The job holder must resolve as many incoming standard requests as possible to meet the business needs and ensure that the HRGS hub meets its Service Level Agreements. Resolving requests includes an end to end generalist service to secure authorizations, address issues, create contracts, inform suppliers, update systems and maintain employee files ensures accuracy and completeness of confidential personnel files and employee records and files and retrieves documents. The job holder will also need to manage customers who are unclear about the nature of their request, provide incomplete information or request services outside the scope of the HRGS, escalating any issues whilst ensuring that confidence of the customer is maintained, and customer satisfaction goals are achieved. Organize and maintain a variety of confidential and statistical records reports and files prepare periodic reports.

Main Responsibilities

Customer Service

• Ensure that all aspects of work are completed to SLA requirements
• Ensure that all services delivered meet general time and quality requirements.
• Ensure that escalations and requests on hold are progressed.
• Ensure effective communication and customer focused behavior to enhance customer satisfaction requirement
• Faciliatate effective communication with customers
• Encourage customer focused behavior to enhance customer satisfaction requirements.
• Organize and/or participate in best practice forums and knowledge increase initiatives
• Develop collaborative working relation with the customer

Outbound Services

• Support the HR global and local processes each year, running and validating reports, creating and checking letters for pay reviews, bonuses, etc.
• Support the Functional Experts and HR specialist teams in implementing and managing new services and changes to existing services through letters, contract amendments, systems updates, etc.

Project Activities

• Ensure the understanding of and in collaboration with all involved stakeholders ensure implementation of new tools
• Support the HR global and local yearly/periodical processes - validating reports, doing random quality checks, ensuring proper collaboration with involved workstreams or HRBPs
• Drive projects to develop/improve processes, systems and standards to continuously improve service delivery.

Experience Prerequisites & Required Competences

Educational Requirements

Mandatory: University Degree

Desirable: with specialization in HR or equivalent will be additional advantage

Experience

Mandatory:

24 years experience in HR Operations

Exposure to HR Life Cycle Process, Analytics and Reporting would be an added advantage.

Systematic and process-oriented approach

Desirable: Success Factors/SAP experience strongly preferred

Competencies & Skills

• Strong interpersonal and relationship building skills, adaptability to work with people from various cultures & areas of business
• Confirmed effective verbal & written communication and presentation skills
• History of making decisions with minimal guidance in accordance with policies and established procedures
• Very detail oriented, proactive and organized with strong technology and Microsoft office skills
• Ability to prioritize tasks and flexibility to change priorities when situations arise
• Good project management & analytical skills with ability to identify problems, make decisions, create solutions, and take action.

Being able to understand company finances, resourcing and the ultimate aims of the business is important

EXPERIENCE PREREQUISITES & REQUIRED COMPETENCES