1. Function as the first point of contact of HR services.
2. Responsible for accurate and timely resolution of L1 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.
Qualification & Experience:
1. Formal education on HR or related topics (mandatory) and Higher Education in HR with masters in HR domain.
2. 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, Success Factors 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 Success Factors (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 recent 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.