HR Service Delivery Associate

HR Service Delivery Associate

This role provides client services for Employee & Org Data Mgmt which may include from hire to retire services. It follows all administration processes to ensure tasks are completed correctly and resource efficiencies are maintained. The role works closely with Delivery Services Management to identify and escalate client issues, obtain and confirm pending information/documentation, and add and amend transaction information to client/systems responding to changes (via e-mail/telephone) to maintain current visible HR records for the client.

Primary Responsibilities / Accountabilities:

• Read, understand, and analyze client processes as per the business rules.
• Execute the full range of the process accurately and timely as a hands-on processor.
• Escalate issues and seek advice when faced with complex issues/problems.
• Follow Work Instructions while processing.
• Highlight any anomalies in Work Instructions/process documentation to the SME/Leads.
• Participate in client conference calls, where required, and manage appropriate documentation.
• Perform "Root Cause Analysis" on issues faced and suggest appropriate corrective action for current remediation and future control.
• Propose process improvement ideas to reduce time, improve accuracy, or enhance controls.
• Understand existing matrices in the process, how they are measured, and improvise the measurement system to make it more effective.
• Update process metrics on a daily basis and maintain MIS.
• Demonstrate the highest level of customer service.
• Pay close attention to detail and follow through to resolve any outstanding issues.
• Ensure both own and related tasks are completed.
• Update client applications accurately and quickly in accordance with the appropriate User Guides.
• Ensure assigned tasks are completed accurately in a timely fashion.
• Ensure and maintain the security and confidentiality of client data.
• Actively participate in team activities and organizational initiatives.

Functional Competencies:

• Knowledge of Employee & Org data Mgmt Processes (New Hires, Exit, Job Changes, etc.).
• Strong command of written and verbal English language.
• Knowledge of MS Office/Excel Skills would be a plus.
• Knowledge of SuccessFactors would be a plus.

Skills / Knowledge:

• Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.
• Resilient and able to work under pressure.
• Organization & prioritization skills to deliver as per deadlines.
• Attention to detail & quality driven – in communications and all system transactions.
• Demonstrate high levels of confidentiality.
• Teamwork & collaboration.
• Multi-cultural awareness.
• Flexible to work in shifts.

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines.
• Your expected interactions are within your own team and direct supervisor.
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• The decisions that you make would impact your own work.
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.
• Please note that this role may require you to work in rotational shifts.

Any Graduation