Analyst, HR Service Center, BSPO (APAC Location Agnostic) 12 Months Contract (Job ID: 10073229)

Job description

RESPONSIBILITIES

• The HR Service Center delivers quality service to management and employees by responding to HR inquiries and processing transactions in an accurate, timely fashion
• Responsible and accountable for providing Tier 1 level support to all employees/stakeholders at all levels, manage all escalation points for complex queries and maintaining a client-centric approach to support effective client outcomes
• Responsible and accountable for creating, assigning, escalating and resolving cases in accordance with standard operating procedures, policies and service level agreements while building trusted relationships to effectively collaborate and resolve issues
• Responsible and accountable for managing Employee Relations (ER) cases as the main point of contact, providing guidance on ER matters including, but not limited to, performance Improvement, long term absence and flexible working requests.
  
  
• Responsible for participating in the completion of HR internal audits
• Responsible for suggesting, designing and implementing process improvements and efficiencies for the HR Shared Services that contribute to departmental objectives
• Responsible for the document management processes within the HR Service Center, ensuring that all required documentation is filed in employee personnel records
• Oversee additional duties as required to support the HR Shared Services team in various HR projects
• Provide HR Shared Service input to business requirements and operational readiness
• Responsible for coaching managers and employees to use Tier 0 tools where available, and educate on Workday processes and user guides
• Responsible and accountable for maintaining a central repository for all HR processes that involve HR Shared Services, and ensuring any changes are documented, communicated, and adhered to
• Accountable for the investigation and resolution of complex customer escalations / complaints and urgent exceptions from within aligned business area or junior members of the HR Shared Services team
• Responsible for advising line managers on policy and procedure, escalating where appropriate
• Responsible for ensuring all services delivered are done so in accordance with agreed policies and procedures and contribute towards delivering a high level of client service
• Responsible for managing queries and process actions with each HR Center of Excellence, including but not limited to Benefits, Learning & Development, Mobility and Talent Management
• Accountable for day-to-day maintenance ensuring that ongoing business continuity plans are accurate and updated regularly in line with requirements
• Responsible for keeping up to date with legislation and regulatory changes, maintaining continual professional development
• Responsible for managing the end-to-end HR employee lifecycle processes including but not limited to maternity leave, paternity leave, adoption leave, shared parental leave, jury service, sabbatical leave, time off to care for dependents, compassionate leave
• Responsible for data maintenance in Workday or other business systems in relation to managing employee lifecycle processes including but not limited to payroll instructions, transfers, fixed term contract extensions, salary increases and promotions
• Responsible for maintaining Workday records and process Tier 1 cases including but not limited to, holiday queries, performance reviews, HR policy queries, family leave, job description, Workday probation process, long-service award, supervisory organization creation and changes, business request changes, legal name changes and other ad-hoc queries

REQUIREMENTS

EDUCATION

• A degree in Business Administration, Human Resources or an equivalent/relevant field or equivalent work experience equally preferable

CERTIFICATIONS

• SHRM-CP Human Resources Certification Institute (HRCI) - PHR

WORK EXPERIENCE

• Experience with HR functions and general HR activities/administration, HR software and data platforms
• Experience managing transactional Employee Relations activity within process, and understanding of when escalation center model is required due to increased litigation risk or process failure
• Experience partnering with the business as a generalist HR professional and being confident with advising according to policy, process, and legislation
• Previous HR/ER advisory experience to case management level within a shared service center environment
• Proven experience in HR within an Advisory HR role; advising, influencing, delivering HR solutions in a pragmatic manner to support business needs

FUNCTIONAL SKILLS

• Familiarity with ServiceNow, Salesforce, or a similar HR Case Management system
• Strong working knowledge of Outlook, Excel, PowerPoint, Teams and SharePoint
• Familiarity with HIPPA, banking and employment regulations
• Process mapping experience
• Awareness of how current legislation impacts employment practices
• Strong quantitative / numerical skills
• Awareness of how current legislation impacts employment practices
• Proven experience working with Workday or similar HRIS
• High level of literacy and numeracy sufficient to undertake complex letter writing and reports, statistical analysis of performance data and complex calculations
• Secondary language is preferable but not essential

FOUNDATIONAL SKILLS

• Ability to communicate effectively, informatively and with sensitivity, with a wide range of employees, to maintain confidentiality and inspire trust
• Identifies multiple paths to success through the development of analytical, critical thinking, and decision-making skills
• Exercises sound judgement and strives for continuous improvement
• Demonstrates optimism, resilience, flexibility, and openness to others' ideas
• Learns while doing
• Actively listens and asks thoughtful questions
• Leverages available technology to achieve efficiency and results
• Engages inclusively and with intent
• Strong presentation skills
• Excellent attention to detail and accuracy
• Ability to prioritize workload to manage projects and multiple responsibilities
• Understands the needs of the employee / stakeholder and prioritizing to ensure 'client' satisfaction
• Integrity and Responsibility
• Balance Risk with Opportunity
• Customer Focus
• Professionalism and Teamwork
• Collaborate and Build Partnerships
• Communicate Effectively and Professionally
• Drive For Results
• Challenge Ourselves to Grow
• Lead Change and Seek Continuous Improvement
• Think Strategically
• Influence and Inspire Others

Required Skill Profession

Hr Services