Executive - HR Shared Services

Allianz Services · Thiruvananthapuram, India

Overall Objectives of Job:

• Function as the first point of contact of HR services.
• Responsible for accurate and timely resolution of L1 queries and requests.
• Responsible for performing tasks of moderate complexity as per specified standards with moderate. supervision. Typically involves some amount of independent decision making.
• Accountable for the completion of standard and non-standard tasks within the scope.

Qualification & Experience:

• Formal education on HR or related topics (mandatory) and Higher Education in HR with masters in HR domain.
• 1-2 two years of experience in same or similar role (experienced).

Skills/Specific Tasks/Activities performed:

Technical

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

Operational

• Accountable for being the first respondent to customer’ queries and requests.
• Accountable for the case management process in Service now.
• 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.
• Number of tasks produced/reviewed with respect to standard cycle times. Timely delivery of assigned tasks in Service Now - Committed vs. Actual Delivery.
• Accurate resolution of customers queries within the agreed timelines.
• Have regular interaction with customers around first line queries/requests for information
• Supports continuous improvement and organization development activities.
• Required to share knowledge and experience with team members.
• Required to assist associates or new resources for any process related tasks.
• Results from Internal process audits and customer feedback will be accounted. The number of issues / errors to be reported to the SME's.
• Escalates issues and seeks advice when faced with complex issues/problems.
• Track and chase open issues till successful resolution.

Administrative / Compliance

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