· Use HR knowledge management tools to respond with resolutions within established service level agreements and key performance indicators (KPIs). Escalate to subject matter experts as required. Keep the employee informed on the progress of the query.
· Liaise with transactions analysts to provide resolution to employee queries or requests. Monitor KPIs and review employee feedback daily.
· Ensure that documentation is e-filed for required actions and available for audit reference.
· Ensure compliance with Data Privacy and Protection Guidelines and relevant legislation.
· Participate in continuous improvement initiatives.
· Deliver data analytics regarding employee queries and recommend action plans to improve overall employee support and satisfaction.
· Ensure escalation matrix is followed for any potential incidents and report service quality events on QUEST-HR.
· Assist with audits of the HR master database and associated systems.
· Participate in service delivery meetings. Conduct research, analyse data, provide reports, and present feedback on assigned projects.
· Maintain myHub Benefits web pages. Participate in HR open houses. Help roll out new campaigns and initiatives as part of global or local strategy.
· Serve as champion or subject matter expert on selected topics.
· Maintain the knowledge base, standard work instructions, internal procedures, and guidelines. Create FAQ documentation, document best practices and share lessons learned with stakeholders.
· Prepare training material and deliver ad-hoc knowledge sharing sessions to employees and location HR as required. Identify training gaps impacting service quality and coordinate appropriate action.