Who is Client?
Client is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview:
The Global Business Services Center HR Operations team is looking for a Specialist, HR Services to drive our contingent workforce strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences.
This position will provide HR support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness within the Contingent Workforce area.
Role:
- Accountable for first line support and providing an exceptional customer experience for employees in connection with HR services related to the contingent worker program
- Works to enable HR processes through technology and service centers
- Responsible for process excellence and continuous transformational improvements of contingent worker program processes
- This includes ensuring employee-related records are accurate, accessible, and appropriately secure
- Provides Tier 1 Support as needed based on inquiry/AskHR case volume, escalating as appropriate
- Tracks and reports on progress against set metrics and compliance with established standards and service level agreements
- Provides technical support through research, analysis, and resolution of customer issues
- Perform detailed root cause analysis and troubleshooting regarding HR inquiries and where possible, work with HR Technology and Contingent Worker Program teams to implement preventative solutions
- Inputs and reviews data for accuracy within HR knowledge base
All About You
The ideal candidate for this position:
- Demonstrates advanced knowledge of data tools and operations processes for answering inquiries and identifying systems improvement
- Has experience researching and identifying areas for improvement and proposing improvements to senior level colleagues
- Can consistently deliver accurate and timely data in alignment with Client quality standards
- Has experience making informed process improvement observations utilizing technical and analytical skills
- Has experience fielding customer inquiries
Corporate Security Responsibility:
Every person working for, or on behalf of, Client is responsible for information security. All activities involving access to Client assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:
- Abide by Client's security policies and practices
- Ensure the confidentiality and integrity of the information being accessed
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Client's guidelines.
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| Story Behind the Need – Business Group & Key Projects |
- Surrounding team & key projects
- Purpose/Size of this team
- Reason for the request
- Motivators for this need
- Increase Staff Need/ Replacement?
- Project?
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- New Hire Service Team – Primary function to support contingent worker hires and manager questions. Secondary function to support other NHS tasks.
- -NA-
- To support contingent worker hires globally
- -NA-
- Increase Staff
- Case management for CWP team
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| Typical Day in the Role |
- Hours/Shift worked
- Key tasks and rhythm
- Interaction with outside the team
- Interaction level with others (clients)
- Required to travel or work remotely (expenses required?)
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- 45
- Daily Case management
- Frequently
- All
- No Travel required
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| Compelling Story & Candidate Value Proposition |
- What makes this role interesting?
- Competitive market comparison
- Unique selling points
- Value added or experience gained
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- Supporting the hire action for urgent projects,
- -NA-
- -NA-
- -NA-
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| Candidate Requirements |
- Top 3 must-have HARD skills
- Depth of experience with each
- Stack-ranked
|
1 |
Critical Thinking, many case will require problem solving, customer service, strong prioritization skills |
| 2 |
High for critical thinking and prioritization |
| 3 |
Previous case management experience for CWP is preferred |
- Top 3 must-have SOFT skills
- Depth of experience with each
- Stack-ranked
|
1 |
|
| 2 |
|
| 3 |
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- Years of experience required
- Key performance measurements
- Degrees or certifications required
- Disqualifiers
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- 3+ years
- Complete 20 cases a day within our 2 SLA (SLA expectation are at least 92%)
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