HR Services Experience Analyst
hace 4 semanas
We are seeking a highly skilled HR Services Experience Analyst to join our team at Onesubsea. As an HR Services Experience Analyst, you will play a critical role in designing, building, and maintaining a knowledge base to enable our employees and HR to access user-friendly responses to their queries via a search engine.
Key Responsibilities- Employee Query Resolution: Ensure that employee queries are resolved either by self-service or through direct response, providing accurate and timely responses to queries in a timely manner.
- Knowledge Base Development: Develop and sustain a high-performing user experience knowledge base and documentation as required, ensuring that all activities are performed in strict compliance with Onesubsea procedures, employment rules, manuals, policies, and country legislation.
- Customer Advocacy: Act as the customer advocate and champion the NPS program, introducing actions to address customer concerns and improve the customer experience.
- Payroll Coordination: Coordinate with Payroll Analysts to ensure employee data impacting payroll is efficiently and accurately captured and maintained within established deadlines.
- SAP Compliance: Act as gatekeeper to ensure that SAP actions, transactions, exemptions, and other documentation comply with internal procedures and policies regarding master data updates before processing.
- Incident Escalation: Follow the escalation matrix for potential incidents and report HR service quality events in QUEST-HR.
- Verification and Reporting: Generate verification of employment and other certificates accurately and on time when applicable, and comply with data privacy and protection guidelines and relevant legislation.
- Continuous Improvement: Identify and participate in continuous improvement initiatives, and conduct research, analyze data, provide ad-hoc reports, and present feedback on assigned projects when required.
- User Acceptance Testing: Perform user acceptance testing as per agreed timelines, and participate in customer engagement events when required.
- Knowledge Sharing: Serve as champion for specific activities or subject matter expert on selected topics, document best practices, and share lessons learned with stakeholders.
- Employee Support: Deliver ad-hoc knowledge sharing sessions to HR Hub employees and location HR when required, receive employee queries via applicable channels, and respond within the established service level agreement for Tier 1.
- Query Categorization: Categorize, validate, and monitor employee queries to closure per defined procedures, and escalate to Payroll, Location, Regional, SL SMEs, and other parties when required to resolve employee queries.
- Employee Feedback: Ensure employees are informed of the progress of their queries until issues are resolved as per established KPIs, monitor KPIs, and review employee feedback daily, following up with employees on queries that were rated low.
- Knowledge Gap Identification: Identify knowledge gaps and contribute to the relevant knowledge base, working closely with the knowledge management team on updating or retiring existing knowledge content as required.
- Employee Support Insights: Provide insights on employee query content or trends and develop recommendations/action plans to improve overall employee support and satisfaction.
- Experience: At least 2 years of experience in customer service-oriented roles.
- Education: Bachelor's Degree in Administration, Economy, or a similar field.
- Language: Advanced English level.
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