Hr Specialist

Job Description

POSITION TITLE: GBS HR SPECIALIST

General Summary:

Working as part of a team and reporting to the GBS HR Services Lead, this role will be responsible for providing excellent customer service and performing administrative duties relating to all core processes provided by GBS HR Services.

With a customer focused and professional manner, this role will be supporting our employee service associates on a specific field of specialization, while it will be the point of contact for all HR queries from our customer base comprising of employees at all levels and from all areas of the business.

Duties will also include supporting and educating our customers in using the Company’s HR System (Workday), policies and procedures, and producing relevant paperwork in line with agreed internal processes.

Essential Job Functions:

Job Function

Execution of GBS Employee Services delivery

Provides support to our customer base on all business inqueries, transactions, & requests

Accepts queries through phone, email, fax and mail.

Provides information covering a wide range of transactions, queries or requests.

Caseload management, responding to all employee HR queries and following up on cases resolution, in line with the processes of the Global Business Services function.

Escalates transactions, queries, requests and issues as appropriate to the broader HR team using an integrated case management tool.

Delivers service to agreed performance levels.

Enables the capture, measurement and trend reporting of employee data and transactions

Builds and maintains information available to employees (e.g., Frequently Asked Questions, Knowledge Base data).

Produce relevant paperwork in line with agreed processes and timelines

Administrative and system support on all HR Cycles as required including on-boarding, off-boarding, performance management cycle

Identifies opportunities for continuous improvement

Specialized Process administration

Serves as a liaison between employees and the COE or the SMEs, for the specific field of specialization e.g. recruitment/talent & development/Employee Relations/Compensation & Benefits

Assists employees with specific questions from the specific field of specialization.

Administer specific programs from the area of specialization.

Act as a local SME for the area of specialization.

Process Improvements, Projects & Metrics

Adherence to metrics and work within agreed Service Level Agreements

Minimal error rates and dissatisfied customers

Involvement in projects as required supporting HR & COE functions