Overview

The HR Ops Associate will act as first line HR support and will be responsible for receiving and handling employee services requests transactions and inquiries to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager.

The role requires strong process orientation and SLA adherence experience.

Responsibilities

• Act as a first line support between employees - the HR staff
• Log received queries on ticketing system.
• Resolve queries quickly and efficiently or direct the employee to the right channel.
• Identify recurring problems report trends to management and recommend possible solutions or correction procedures
• Resolve as many requests as possible on first call resolution thereby reducing the number of inquiries redirected to next level of support
• Prepare weekly - monthly analysis report about Call center activities
• Provide an advisory service to employees ensuring that they are fully aware of their entitlements
• Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal company and process requirements
• Partner with team to execute plans to improve customer satisfaction with a focus on processes
• Manage escalation and takes ownership for ultimate issue resolution
• Ensure smooth on-boarding training, process and support documentation and aids for colleagues as needed

Ensure knowledge management platform is updated

Qualifications

• 0-1 HR Shared Services process and SLA management experience
• Service management and ticket management system experience
• Process management and continuous improvement with a focus on optimization and productivity
• Very good English language skills