Coaches and leads team to resolve service issues with appropriate escalation within Tiers covering core areas such as compensation & benefits ops, talent acquisition, employee relations, time & attendance and payroll
Leads by example in ensuring the provision of customer centric services across a range of Moments That Matter transactional activities, such as New joiners, Promotions, or exits from the business.
Escalation point for customer services team and handles complex and sensitive cases end-to-end where required,
Ensuring stakeholders and customers are kept informed of the status of their issue
Partners with external HR service providers and other groups within the HR service delivery model to ensure processes are optimized to deliver excellent service to the customer
Use dashboard and available data analytics to ensure team performance meets all agreed service standards
Accountable for driving continuous improvement/effectiveness of team to ensure performance of HR service across Sub-Region and partnering performance & change to put interventions in place
Take accountability for ensuring all relevant Service Operating Procedures, Work Instructions and policies across Sub-Region are fit for purpose and governed according to accepted Global standards
Partners closely with HRBPs/HRBLs to support project or high volume activities i.e. large scale restructures and engages stakeholders to facilitate change management
Delivery against all compliance imperatives including support for data audits, local legislative needs, protecting data privacy at all times and adhering to confidentiality requirements
Provide relevant documentation to required parties according to statutory obligations (government bodies, tax authorities, works councils etc.
Experience working in an HR Shared Services, Support Centre, Customer Support environment, Multinational preferred.
Knowledge and experience of working with employment legislation in multiple markets
Past strong exposure / interaction to management in international business environment
Systems orientation and ERP experience
Demonstrated analytical skills and experience working with metricsStrong process orientation and project management skills
High level of expertise in standard MS Office Software (excel, word, PowerPoint)
French and English (required)
CIPD or equivalent desirable but not essential
Understanding of employment law and HR policies and processes across a range of countries
Excellent interpersonal and communication skills, problem solving and influencing skills with the ability to build effective relationships
Proven ability to lead and influence others without direct line responsibility and to manage in a matrix environment.
High integrity and ability to maintain confidentiality at all levels
Ability to understand root cause of issues and effectively problem solve Accountability for achievement sets high standards; delivers promised results; makes timely decisions with sound judgment; takes initiative and is persistent;
Sense of urgency meets challenging goals and timelines.
22 Mar 2022
Talk to a consultant
Talk to Maria Frankowska, the specialist consultant managing this position, located in Poznań