Employee Services Representative

3 weeks ago

Thiruvananthapuram, India Allianz Services Full time

Overall Objectives of Job:


  1. Function as the first point of contact for HRS activities
  2. Responsible for accurate and timely resolution of queries and requests.
  3. Responsible for performing tasks of moderate complexity as per specified standards with moderate supervision. Typically involves some amount of independent decision making.
  4. Accountable for the completion of standard and non-standard tasks within the scope.
  5. Candidate having experience in onboarding, employee query handling, exit management, employee database management, leave management and general awareness in HRIS systems (Success factors, Workday or inhouse local system) will be helpful.




Qualification & Experience



  1. MBA – HR or related topics (Mandatory)
  2. Graduation in any subject (Mandatory)
  3. 0 -1 years of experience in same or similar role.
  4. Good Knowledge in HR Operations & Background verification.
  5. Excellent knowledge in Excel with good analytical skills.


Skills/Specific Tasks/Activities performed


Task responsibility

Technical (e.G. Coding (Java), Testing (Unit))

  • Should have reasonable knowledge experience on tools such as Service Now & SuccessFactors.
  • Good knowledge in Excel.
  • Should have general understanding of HR Function, processes and systems.
  • Good awareness on HR policies, process & Tools.
  • Good Spoken & written communication and basic presentation skills.
  • Willingness to take additional responsibilities.
  • Technical orientation and multi-tasking
  • Capability and interest to learn




Functional / Domain (e.G. Underwriting, Claims Mgmt.)

Operational:

  • 1. Accountable for being the first respondent to customer’ queries and requests.
  • 2. Collaborate with SME's (Level F) and team members on daily operational work perform standard and moderate complexity tasks timely and accurately on SuccessFactors ( Employee central &Learning Management System) and Case Management (Service Now), as a hands on processor.
  • 3. Number of tasks produced/reviewed with respect to standard cycle times. Timely delivery of assigned tasks in Service Now - Committed vs. Actual Delivery.
  • 4. Accurate resolution of customers queries within the agreed timelines.
  • 5. Have regular interaction with customers around first line queries/requests for information.
  • 7. Supports continuous improvement and organization development activities
  • 8. Required to share knowledge and experience with team members.
  • 9. Required to assist associates or new resources for any process related tasks.
  • 10. Results from Internal process audits and customer feedback will be accounted. The number of issues / errors to be reported to the SME's
  • 11. Escalates issues and seeks advice when faced with complex issues/problems
  • 12. Track and chase open issues till successful resolution.


People Engagement (e.G. Hiring, Training etc.)

  • Take responsibility for ensuring own training and technical knowledge is kept up to date. Assist training of less experienced staff.



Administrative / Compliance (e.G. Documentation, Quality etc.)

  • Meet daily team service levels by managing and effective processing of requests on the work flow management system.
  • Ensure case notes are informative and do not contain jargon



Other tasks (any special / short term tasks that are occasional)

  • Support and deliver maximum help in case of a surge event happening.
  • Actively promote and support change initiatives by identifying and implementing improvements to process, organisation and customer service.

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