POSITION SUMMARY
Provides support to employees, other HR groups and management. 02Analyzes and answers escalated and complex HR-related inquiries and process routine HR-related transactions in areas such as new-hire onboarding, change-of-status, benefits, termination of employment, etc. 02
Key responsibilities include:
610202 02Serves typically as a primary contact for customers with daily HR operations/inquiries/requests.
610202 02Conducts necessary classification, manages inquiries in Case Management System, maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as appropriate.
610202 02Diagnose problems, identifies and escalates priority issues and routes to appropriate team for quick resolution.
610202 02Follows up on inquiries and lead correction across stakeholders to ensure timely and accurate response and resolution to all requests. 02
610202 02Provides solutions to issues that are often non-standard/non-routine and require some clarification.
610202 02Identifies and implements process improvements to enhance service delivery.
610202 02Works with Content Management Team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.
610202 02Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services. 02
610202 02Ensures compliance with all relevant quality and statutory policies, procedures and controls in the region to guarantee employee adherence and legislative compliance.02
JOB-SPECIFIC COMPETENCY02
RESOLUTION CENTRICITY0202 02
Demonstrates ability to resolve customer inquiries through a deep knowledge of TE HR processes and the proper channels for escalation of cases and inquiries
CUSTOMER CONNECTION0202 02
Ensures that the end customer achieves the optimal solution through professionalism and strong understanding of the information and customer at hand; mediates conflict.
GLOBAL-LOCAL0202 02
Understands global and local environments and is able to provide localized support to the customer.
HR CORE COMPETENCIES
BUSINESS MINDSET
Creates value for the business through HR solutions that result in winning outcomes by building collaborative partnerships through strong customer focus and solid business knowledge.0202 02
ENTERPRISE OUTLOOK
Balances the goals of the BU/Segment along with the broader interest of the enterprise; delivers differentiated value by bringing the total resources of the company to customers.0202 02
SOLUTION ORIENTED
Employs agile thinking that is clear, rational, open-minded and informed by evidence to design and deliver expert HR solutions that solve business problems at the pace of the business.0202 02
EXECUTION FOCUS
Develops and executes a plan in a disciplined way, by exercising a variety of TEOA principles, systems, and tools. 02Urgently drives improvement of key HR performance metrics to deliver sustainable business outcomes.
REQUIRED EXPERIENCE/HR FUNCTIONAL KNOWLEDGE
610202 02Bachelor degree (or equivalent); advanced degree preferred.
610202 02Typically requires 1-3 years of experience in customer-service work environments combined with a good level of knowledge and use of supporting IT systems and tools.
610202 02Ability to communicate effectively to a variety of audiences.
610202 02Accuracy and attention to details.
610202 02Ability to manage priorities against tight deadlines.
610202 02Effective problem-solving skills.
610202 02Strong customer service orientation.
610202 02Proficient with MS Office.
610202 02Familiarity with Sharepoint or other Knowledge Management System.
610202 02Time management – ability to focus and get things done and know what is business critical.