Position Summary:
The People Shared Services Associate is responsible for completing assigned HR functional transactions or work activities in accordance with the established policies, procedures and service level agreements of GSS. This role may provide service delivery in respect of specific or combined HR functions (Workforce Administration, Recruiting support, Performance Management support and other HR areas including contact centre support).
Major Responsibilities:
- Attends to HR functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures
- Ensures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed
- Ensures all new process updates are incorporated while processing transactions
- Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines
- Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
- Responds to emails and enquires in a timely manner
- Prepares and contributes to reporting as directed
- Actively participates and completes the performance management and development plan activities
- Identifies potential areas for process improvements and makes recommendations to Supervisor
- Assists with GSS initiatives and other projects as assigned
- Ensures GSS organizational policies and processes are followed
Qualifications, Knowledge & Experience
- College graduate
- 1-2 years work experience preferred including prior Shared Services/BPO and/or HR Operations experience
- Good communication, interpersonal skills and customer orientation; works effectively with others
- Command of spoken and written English (proficiency in other languages a plus)
- Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
- Good organization, analytical and problem solving skills; able to exercise judgment in day to day work activities
- Takes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions
- Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
- Good keyboarding and data entry skills
- Working knowledge of firm standard technology such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint; experience with HR specific technology a plus