Human Resources Executive

Salary: 3836 Euros/month on Employment Contract

Job Description:

Overview

Keeping the customer experience top of mind, the HR Shared Services Response Centre will act as the first contact resolution for answering employee questions, managing tickets, directing employees to appropriate resources, and escalating cases as needed.

Key Responsibilities

As a member of the HR Shared Services Response Centre, you will be an expert in responding to queries relating to core HR subject‑matter; onboarding / offboarding, compensation & benefits, timekeeping & payroll (where applicable), employee changes, while adhering to all company policies / procedures and legislative requirements.

Intake and assign customer inquiries to appropriate teams and individuals based on scope of work, and identify when a ticket requires redirection or escalation within HRSS, Centre’s of Excellence (HRBP, Benefits, Talent Acquisition, etc.), or outside of HR (e.g. Finance).

Respond to Response Centre customer inquiries through OTSM (ticketing system) ensuring the progress is tracked within the Service Request, while striving for first contact resolution offering a seamless customer experience.

You will work closely with the Processing and Specialist Centre’s (COE’s in the absence of the Specialist Centre’s) offering triage support to respond to employee queries and in some cases process requests.

Leverage HR Knowledgebase and OTC (intranet) to provide consistent customer service.

Responsible for delivering a high‑quality employee experience, and cultivating a culture of customer service.

Decision Making, Judgement & Autonomy

Identify issues, problems and opportunities and determine appropriate action based on existing policies and practices within defined parameters.

Collect relevant information to aid in the decision‑making process.

Understand changes in work tasks, situation, and environment as well as the logic or basis for change as directed.

Ability to prioritize workload to deliver consistent results.

Receive direction from Manager, HRSS Response Centre.

Take positive action to resolve conflict to address issues.

Problem Solving

Identify problems and determine root causes and impacts.

Apply established policies and procedures in the problem resolution process.

Understand the escalation procedure and utilize appropriately – opportunities to reduce number of escalations.

Work with peer/senior team member to interpret administrative policies, offer advice, elevate non‑routine decisions, and solve related problems.

Business Engagement

Engages with team members to educate employees on relevant HR content and updates, drive employees to self‑service for quick answers.

Operational Excellence

Strong focus on delivering a quality service in a timely manner.

Apply sound judgement and discretion with sensitive information.

Work towards achieving the goals and objectives as outlined in the Response Centre strategy.

Administer quality checks and audits to verify data accuracy.

Provide ongoing support and collaboration with team members.

Foster an environment of continuous learning and improvement.

Keeping in mind how changes to policies and processes will impact responses from the centre, ensuring that updates are also reflected in the HR Knowledgebase.

Leverage the HR Knowledgebase to ensure employees are always provided with accurate and timely information.

Skills

• Change oriented and able to manage conflict resolution.
• Takes initiative (self‑starter).
• Ability to follow processes / with a lens on optimization for continuous improvement.
• Ability to work in high growth, fast‑paced environment requiring agility to meet changes in business demand.
• Strong verbal and written communication skills with a focus on customer experience and excellent attention to detail.
• Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results – elevate if support is required in managing workload.
• Ensure in Manager description SAP/SuccessFactors knowledge would be an asset.
• Must convey a high level of personal integrity and a passion for excellence.
• Previous experience with EMEA countries covering the hire to retire employee lifecycle.
• Full competency in Microsoft Office including Word, Excel, PowerPoint.

Education & Experience

• Relevant progressive experience in HR operations or shared service model.
• Experience in a HR environment capacity, providing direct support to front‑line employees and people leaders.
• Experience: 2‑5 years of experience, some of which is relevant to the job.
• Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field would be an advantage.
• HR professional accreditation or working towards, preferred where applicable.