Job Description

Shift: Schedule: Full-time AXA Group Operations' (AXA GO) division - Group Operations Transformation (GOT) aims to accelerate the success of Group Operations by providing simple and user-oriented transformation, change management, HR and communication services.

One of the ambition of GOT is to reinforce employee and manager experience and empowerment through a simplified self-service model via different platforms including the GO HR Portal and Manager Pit Stop.

In this context, GO HR Portal (for all employees) and Manager Pit Stop (for managers) will become - in 2023 for all of its countries - the only point of information for any documentations and knowledge around GOT services and offers.

GO HR Portal is not only a knowledge base with documentations but it is also a requests tool where all employees and managers can ask their questions on HR matters.

Role of HR Operations Analyst:

HR Operations Analyst has two main responsibilities:

Responsible of publishing the HR content in both platforms (GO HR Portal and Manager Pit Stop) on time & on quality Responsible of providing qualitative answers to requests received from employees using GO HR Portal or - when needed - re-routing the request to the right contact group

HR Operations Analyst contributes to deliver according to SLA (Service Level agreement) terms & conditions.

Job content: Content management, HR Operations Analyst Based on the GOT Service Owner input, uploads and publishes new content (articles) in GO HR Portal & Manager Pit Stop according to the defined templates. The content can be published for all countries or for specific countries. Based on the GOT Service Owner input, updates existing content in both platforms and deletes obsolete one For each new article in GO HR Portal, analyses and suggests the main key words to be used as "meta words" (meaning the words that an employee can type on the search bar to find a content) Ascertains fully comprehensive understanding of new content

Request management in GO HR Portal, HR Operations Analyst Understands employee's requests thanks to the published documentation or interacts with him to capture and better understand it when needed Answers to employee's requests or chat (live agent) and redirects him to the right documentation considering the global or local documentation Guides & educates employees through HR Portal when needed Assigns the requests to the right assignment group when the answer is not found Reports the gaps between the documentation available and the questions received to the Service Owner in order to update or improve the documentations Analyses the recurrent questions received and raises it to the Service Owner on a regular basis Actively contribute to the governance with both HRBP and Service Owners Manage and/or escalate users' feedback with management, service owners and HRBP

Continuous improvement on both content & request management, HR Operations Analyst Attends the regular upskilling sessions with Service Owners to be more and more knowledgeable on the HR topics and therefore comfortable on the answers provided to employees Suggests ideas to Service Owners, GO HR Portal owner, Manager Pit Stop owner any ideas to improve user satisfaction and overall content & request process Develops the role from promoting content to specific response

Skills required: Manages the functionality of Silva back-office (for GO HR Portal) to publish and update content and answers to requests via tickets or chat Manages the functionality of Sharepoint back-office (for Manager Pit Stop) to publish and update content Is able to identify similar and recurrent questions received Is able to upskill on HR topics and asks questions to the Service Owners to deep dive into a challenging topic Is fluent in English and french, written & spoken Knows how to interact in an international environment and adapts oneself according to the origin and cultural background of the customer Has a customer-oriented mindset and tries to find the best/more appropriate option for the customer while being assertive when needed Is able to step back and challenge the quality of format & content