Service Delivery & Operational Excellence
•Driving a seamless and coherent employee experience, while safeguarding required efficiency
•Provide query resolution services to all employees on policies, processes and systems and escalate to specialists as and when required
•Documenting inquiries through ticketing and case management solution
•Meets defined SLA metrics for providing accurate, consistent and timely services
•Perform back-office process execution, high volume transactions and align with WSS where required (if in scope, dependent on role Hire-to-Retire team)
•Accountable for completing relevant research to support query resolution
•Responsible for executing processes in line with policies and standard operating procedures
•Provide guidance to employees and managers on self-service transactions, HR portal navigation, and policy interpretation to facilitate self-support
•Leverage data insights to continuously monitor effectiveness of service delivery and to elevate the employee experience
•Supports ad hoc projects and activities related to People Services