*Provide personalized, excellent support to customers (employees, managers, retirees, dependents, etc.) by answering their queries and processing their requests in a timely, professional and welcoming manner.
*Use a Case Management tool to enter, track and respond to all activities efficiently, and meet service levels set out in Service Level Agreements.
*Perform intake of various HR tasks and inquiries including:
*Pre-employment activities
*Coordination of incoming and outgoing employee administration
*Employee and HRIS Data administration
*Employee issues/inquiries on benefits, HR policies, compensation etc.
*Leave of absence and vacation administration
*Training inquiries and tuition reimbursement
*General payroll inquiries
*Generation of HR related reports as necessary
*Deliver first call resolution and provide high touch customer service that meets expected service levels and business performance goals.
*Ensure the confidentiality of cases and personnel files and the integrity of HRIS data.
*Ensure consistency in the delivery of information and enforcement of policies and procedures.
*Ensure compliance with all government regulations including country employment laws and internal processes.
*Meet departmental metrics and scorecard requirements.
*Assist with building and maintenance of a Knowledgebase for Case Management
*Proactively identify and recommend improvements on processes, procedures and system functionality as part of efforts on Continuous Improvement.
*Project support and implementation
*Carry out other duties as assigned by management