HR SSC Advisor

Role Purpose

HR Shared Service Centre Advisors are the first point of contact for incoming HR queries that could not be resolved via self-service. They will handle all queries through a case management tool, responding to the majority of routine requests for information and advice and referring more complex cases to a HR Operations in country or to relevant specialist in COE. They also provide transactional / administration support along with reporting capability to enable the wider HR Services.

Key Responsibilities:

• Serve as first point-of-contact for HR queries from line managers and colleagues - providing accurate and timely information, advice and interpretation of country and area level HR policies, processes and issues.
• Where required, conduct research to find answers to questions, in liaison with HR COEs and in-country HR teams to resolve HR queries and where necessary other teams throughout LR.
• Escalate complex queries which require either detailed local knowledge/presence or on-going support, which relate to HR Specialisms (ie Resourcing, L&D, Rewards, Global Mobility) refer to the HR Operations in country, COE or HR SSC Lead for support.
• Perform transactional / administrative services in support of HR processes and customers to agreed standards for example, on-boarding of new staff, leaver administration, employee data and document management, HR system management, etc...
• Provide dashboards, logs and reports containing data and analytics to Country HR, COE and HRBPs for further analysis.
• Contribute to continuous improvements to HR systems, process and policies.
• Keep case management system up to date with all actions and ensure cases are closed out in a timely manner.
• Act as a 'Subject Matter Expert' taking the lead for a specific process / geography / business stream
• Handle shared service centre related issues for SAMEA region, primary geographic area as agreed.
• Maintain excellent customer service delivery. Manage own workload and priorities tasks to ensure SLAs are achieved.

Technical / Professional Qualifications / Requirements:

• Experience of working in HR SSC.
• Degree in Human Resource Management with a minimum of 2 years of work experience.
• Excellent written and oral communication skills.
• Ability to manage high workloads & conflicting priorities. Planning and organising daily activity to achieve desired results
• Attention to detail and high work standards in support of accurate and successful delivery.
• Ability to use appropriate judgment in involving the next level (escalation) or other resources in decision making or processing.
• Able to work collaboratively as a team, providing support and guidance to team members
• Able to operate effectively & proactively in a "client-oriented" service environment