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
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Required Skill Profession

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