HR Customer Service Lead

Hays Office

Poznan, wielkopolskie

Hays Office

HR Customer Service Lead

HR Customer Service Lead
NR REF.: 1158751

Your responsibilities
  • Coaches and leads team to resolve service issues with appropriate escalation within Tiers covering core areas such as compensation & benefits ops, talent acquisition, employee relations, time & attendance and payroll
  • Leads by example in ensuring the provision of customer centric services across a range of Moments That Matter transactional activities, such as New joiners, Promotions, or exits from the business.
  • Escalation point for customer services team and handles complex and sensitive cases end-to-end where required,
  • Ensuring stakeholders and customers are kept informed of the status of their issue
  • Partners with external HR service providers and other groups within the HR service delivery model to ensure processes are optimized to deliver excellent service to the customer
  • Use dashboard and available data analytics to ensure team performance meets all agreed service standards
  • Accountable for driving continuous improvement/effectiveness of team to ensure performance of HR service across Sub-Region and partnering performance & change to put interventions in place
  • Take accountability for ensuring all relevant Service Operating Procedures, Work Instructions and policies across Sub-Region are fit for purpose and governed according to accepted Global standards
  • Partners closely with HRBPs/HRBLs to support project or high volume activities i.e. large scale restructures and engages stakeholders to facilitate change management
  • Delivery against all compliance imperatives including support for data audits, local legislative needs, protecting data privacy at all times and adhering to confidentiality requirements
  • Provide relevant documentation to required parties according to statutory obligations (government bodies, tax authorities, works councils etc.
Our requirements:
  • Experience working in an HR Shared Services, Support Centre, Customer Support environment, Multinational preferred.
  • Knowledge and experience of working with employment legislation in multiple markets
  • Past strong exposure / interaction to management in international business environment
  • Systems orientation and ERP experience
  • Demonstrated analytical skills and experience working with metricsStrong process orientation and project management skills
  • High level of expertise in standard MS Office Software (excel, word, PowerPoint)
  • French and English (required)
  • CIPD or equivalent desirable but not essential
  • Understanding of employment law and HR policies and processes across a range of countries
  • Excellent interpersonal and communication skills, problem solving and influencing skills with the ability to build effective relationships
  • Proven ability to lead and influence others without direct line responsibility and to manage in a matrix environment.
  • High integrity and ability to maintain confidentiality at all levels
  • Ability to understand root cause of issues and effectively problem solve Accountability for achievement sets high standards; delivers promised results; makes timely decisions with sound judgment; takes initiative and is persistent;
  • Sense of urgency meets challenging goals and timelines.
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