Responsibilities

The key accountabilities for those activities are to:

Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement.

Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs.

Identify service delivery and process improvement opportunities in the assigned process.

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.

Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization.

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 years of HR Shared Services process and SLA management experience

Service management and ticket management system experience

Customer orientation

Process management and continuous improvement  with a focus on optimization and productivity

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