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Responsibilities
Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous
improvement.
- Ensure consistent service delivery of agreed process and complete transaction tracking
to capture SLAs.
- Identify and implement service delivery and process improvement opportunities in the
assigned process.
- Ensure a consistent and high level of customer service and operational excellence that
will ensure transactions are resolved efficiently and in full compliance with relevant
Legal, Company And Process Requirements.
- Represent technical, functional and customer perspective when taking decisions:
Database requirements, integration of systems, internal clients and the broader shared
services organization.
- Manage escalation and takes ownership for ultimate issue resolution.
- Ensure smooth on-boarding, training, process and support documentation and aids for
colleagues as needed.
- Provide staffing support that is aligned with a specific internal functional client team,
with a goal of filling open roles with qualified internal or external talent while achievingtarget metrics such as Time to Accept (TTA), Time-to Hire, and system accuracy, amongothers.
- Execute the full life cycle recruitment process for each requisition including: Facilitation
of Hiring Manager Intake Meeting resulting in service-level alignment; and ensure timelyand effective communications between candidate(s) and hiring team.
- Screen, assess, and evaluate internal and external candidates who have applied via
online job postings and present qualified candidate slate to Hiring team.
- Manage the feedback process to determine next step actions in process. Manage with
the attempt to achieve /build consensus, with Manager oversight when needed.
- Work with Manager to develop compelling offer for external hires, present final offer to
candidate and manage offer negotiations if necessary, with oversight from manager.
- Develop and maintain productive working relationships with multiple stakeholders,
Qualifications
- HR Talent Acquisition process and SLA management experience at a GBS
organization/Shared Services: 1-2 years
- HR administration and coordination experience in a multinational environment: 1-2
years
- Service management and ticket management system experience
- Customer orientation
- Process management and continuous improvement with a focus on optimization and
productivity
- Ability to work in a matrix organization
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