Under the supervision of the HR People Services Operations Lead, this position is responsible for managing at least 3 or more assigned functional services, in benefits, talent acquisition, global mobility, or employee relation related function, etc. Considered as experienced, this specialist position helps deliver complex transactional services to employees within the functional team, managing complex transactions and ensuring accuracy, compliance with SLA, company policies, legal requirements, and defined business processes. This position helps drive improvements in owned processes, systems, and tools.
Demonstrates competence in own area and has mastered most of the basic job functions. May still be acquiring a higher skill level and gaining exposure to more complex tasks within the job function. Typically works with moderate guidance in the area of knowledge. Includes those who have completed formal training programs.
Competencies:
- Knowledge in MS Office and has prior HRIS user experience.
- Must have expertise in Workday and HRSD ServiceNow (required)
- ServiceNow (Triaging within and outside HR, managing content, knowledge-based how ServiceNow works, Forms, and generative AI, Chat, Ticketing Management)
- Workday (EIBs - Enterprise Interface Builder, trace down the history from the backend, participate in testing, expert in Workday functions)
- With Employee Relations/Exit Management experience (2 yrs and up)
- Strong attention to detail, communication, organization, and task management skills.
- Adapts quickly, learns systems, handles pressure, and solves problems proactively.
- Collaborates well, seeks improvements, and understands business impact and priorities.
Key Responsibilities:
- Trains and ensures to have someone as a backup in case they are unable to report to work
- Acts as a backup to other team members within or outside the functional team
- Delivers assigned functional services with accuracy and timeliness.
- Contributes to the fulfillment of projects and organizational objectives. Begins to identify issues and recommend solutions.
- Actively participates in organizational activities.
- Begins to identify issues and recommends solutions. Uses judgment within defined practices and procedures.
- Provides resolutions to an assortment of problems of moderately complex scope. Responds to questions and issues regarding policies and programs related to assigned functional services and tickets them in the case management tool.
- Handles projects that have a short-term focus.
- Can play a key role in the new programs and policies deployed by the HR CoEs.
- Responsible for meeting the agreed individual Service Level Agreement and key performance indicators, mutually agreed with the direct supervisor
- Ensures process documentations /job aids are in place and updated for assigned processes.
- Tracks, logs, monitors, and reports transactions through the transaction log in SharePoint and ensures trackers are up to date in a timely manner.
- Analyzes own metrics or KPI and presents during individual KPI reporting.
- Documents and reports, Root cause analysis (RCA) for misses in delivery of assigned services via the RCA tool.
- Provides data and analysis related to assigned functional services when needed.
- Recommends and/or drives improvement initiatives within owned processes on a bigger scale.
- Participates/leads in organizational and workstream activities. Effectively utilizes skills to actively participate in group or team meetings and activities. Contacts primarily with colleagues within the department, with occasional cross-functional and external customer contacts on routine matters.
- Assists in communicating HR programs and projects through a variety of online and electronic tools and mechanisms.
- Develops, reviews, and updates FAQs as needed
- Works under normal supervision, still occasionally directed on several aspects of their work. Follows established directions. Work is reviewed for accuracy and overall adequacy. Begins to participate in own career development planning.
- Attends mandatory/agreed trainings
- Promotes and adheres to the Company's commitment to corporate social responsibility.
- Willing to be assigned in BGC, Taguig
- Willing to work in Night shift
Education and Experience:
- Graduate of bachelor's degree. Preferably HR or IS related Degree or equivalent
- Typically requires 2+ years of relevant experience
