National_HR Analyst - Contact Center | Group HR

Overview of the role

HR Analyst fit in HR Shared services as the \xe2\x80\x98front line query\xe2\x80\x99 team, responsible for employee life-cycle aspects received through multiple support channels i.e., ES portal, call, and web chat etc. This role requires in-depth customer service skills & sound knowledge on HR products, policies, and processes.

What you will do

• HR Analyst acts as \xe2\x80\x98trusted HR Advisor\xe2\x80\x99 for a user base of 17,000 Employees, Managers & HR Business Partners seeking support in HR Policy & Processes, Transactions & Self-Service Online portal. The HR Analyst assumes an \xe2\x80\x98end to end\xe2\x80\x99 ownership for all in scope requests coming through Employee Services
• HR Analyst provides navigational support on Employee Services portal and provide consistent/accurate response for any functional inquiries and is expected to always adhere and meet the service levels whilst maintaining pace with quality discipline
• Conduct basic analysis and promptly resolve the majority of inquiries and transactional requests, routes cases that requires escalation using the support tool i.e. ES portal
• Responsible to communicate resolution after having received confirmation to employees that request / issue is resolved, depending on types of request
• HR Analyst makes outbound calls during quiet periods and expected to perform courtesy calls to check customers\xe2\x80\x99 details and/or seek additional information
• Working in a highly data sensitive environment, HR Analyst is responsible to Protect Data Privacy at all times and adhere to confidentiality requirements to promote zero breach of office security policy
• HR Analyst should also ensure that data quality and accuracy are met at all times through \xe2\x80\x98Right First Time\xe2\x80\x99 practice and Closely monitor WIP cases and ensure cases do not exceed the defined service levels
• Maximize closure by ensuring 100% of \xe2\x80\x98How-To\xe2\x80\x99 & \xe2\x80\x98Request-Information\xe2\x80\x99 requests are closed within 48 hours
• Maintain up-to-date knowledge on policies, procedures & FAQs and share the gained knowledge & experience
• Jointly cultivate and contribute to a learning and knowledge sharing culture through coaching, emails (Info Sharing), team meetings or suggesting contents to be updated in the FAQ list
• Foster strong teamwork and good working relationships between team members and members from other Employee Services Teams to ensure smooth request management flow.
• Demonstrate proactive personal commitment to the adoption of new processes and working practices to provide seamless and best customer experience throughout all support channels i.e. ES portal, call and web chat.
• Continuously strive to gain customer satisfaction and minimize complaints on the delivery of Employee Services and share compliments received and encourage others in the team to deliver the expected service standards.

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