This role provides an excellent opportunity to apply your critical thinking and problem-solving skills in a dynamic and challenging environment. As Global ER Shared Services Intake Analyst, you will deliver a superior employee experience across various intake channels. You will be required to adhere to established processes and guidelines in support of current Intake and triage processes. As part of your daily duties you will triage Employee Relations Inquiries related to a range of topics and/or issues (complex, sensitive, routine, etc.) requiring attention to detail and accuracy of work while maintaining a high quality standard and ensuring data integrity.
Job responsibilities:
Delivering high quality service to our internal ER Partners & Investigators in addition to external partners
Resolving Manager and Employee issues in a timely and efficient manner, while ensuring a high quality, client experience
Focusing on bringing consistency and efficiency to our global and regional processes
Completing HR related transactions/activities/reporting adhering to company policy and guidelines
Analyzing key data to produce meaningful root cause analysis and suggestions for improvement
Providing knowledge of HR operations, policies and processes and to act as an intermediary with other HR teams
Intake Support - Manages all escalated concerns through multiple sources and coordinate central intake activity including assignments, research, etc.
Transaction Activities: Educating and guiding employees, managers, and HR personnel on self-service transactions, resolving escalations, and partnering with Employee Data Operations, ER Partners and other teams across the firm to drive an improved employee experience
Develop and maintain key partner relationships - HRBP/BA's, HR Legal, Compliance, Employee Data Operations, ER Partners, ER Investigators etc.
Policy awareness - Stay well-informed of changes within lines of business and the firm policy, procedures and processes. Ensure proper controls and risks - appropriately identify, report and manage.
Process Improvement - evaluate processes, resources, etc. to streamline functions of the team. Core projects - Participate in projects as assigned.
Required skills, qualifications and capabilities:
Expansive experience in successfully managing high volume cases (i.e. tickets/cases, back-office queues, etc.) required
Working understanding of HR Policies within the firm, necessary for the role
Strong problem-solving skills and critical thinking
Detail oriented
Stakeholder management and executive-level communication skills
Managed through processes and able to follow multiple operating guidelines, meeting SLAs
Able to drive innovation and process improvement into their day to day and make recommendations
Able to perform as individual contributor and help team reach goals and objectives together
Ability to multitask and adjust to the needs to the business throughout the day
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
