National_HR Analyst – Contact Centre

Overview of the role

The HR Analyst in HR Shared Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self-service portal, live chat, calls, emails, and walk-ins. This role is essential for providing high-quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well-versed in the latest HR technologies and practices to ensure that all interactions are efficient, accurate, and aligned with the organization’s commitment to exceptional employee experience. As a key member of the HR Shared Services team, the HR Analyst continuously adapts to evolving needs, driving innovation and excellence in employee support and service delivery.

What you will do

• Responsible for managing the digital customer experience, ensuring that all communications uphold the company’s brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.

• People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool).

• The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seek additional information.

• Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the ‘Right First Time’ practice.

• Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of ‘How-To’ & ‘Request-Information’ requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience.

• They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions.

• The HR Analyst jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list.

• The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.

Required Skills to be successful

1. Ability to multitask, possess analytical and problem-solving skills and a consistent record of on time delivery

2. Projects confidence and professionalism, attention to detail and excellent customer service skills.

3. Displays flexibility in scheduling support when required and works within the dynamics of a group.

4. Performs well under pressure and conveys a sense of urgency and drives issues to closure.

What equips you for the role

• Bachelor’s degree or equivalent in Business, Management (especially Human Resources/Customer Service/Psychology) or Technology

• 2-3 years’ experience as HR Generalist or in Customer Service Help Desk role, 1-2 years of experience in SAP HCM Module – PA, OM, Time Management & Payroll Mode

• Sound knowledge and working experience with Case Management tools and proficiency in MS Office

• Multi-tasking experience in a fast-paced environment, completing work with pace with quality discipline.