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Job Description
Main Duties and Responsibilities
Service delivery:
- Responsible for providing a trusted and quality HR advisory service by resolving low to medium complexity HR queries and issues in respect of various global and local HR policies and processes, as defined in the Global HR Services service catalogue.
- Utilize Knowledge Base to manage all incoming call center queries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources and technology available
- For activities under the HR Services scope, the HR Advisor is responsible for updating / processing HR data accurately to ensure a compliant, accurate database in Workday and sending relevant information to Payroll (to ensure that Workday and Payroll data is aligned and accurate).
- Maintain accuracy of the country specific knowledge base for HR Advisors – e.g. FAQs, HR Services policies
- Make efficient use of HR technology to support day-to-day activities and the delivery of a positive and engaging customer experience. Manage and utilize all supported channels (phone, email, case management, employee self-service portal, chat feature) to ensure timely responses and ensure achievement of internal service level agreements. For example, use ticketing tools (ServiceNow) to effectively log and track queries and, based on insights from day-to-day activities, propose potential changes or enhancements to MyHR content and local knowledge base documentation (e.g. FAQs)
Compliance
- Adhere to the governance model as defined by the Global HR Services organization.
- Ensure service related activities are of the correct quality and in accordance with written procedures and current legal requirements / internal standards.
- Raise issues in a timely manner and escalate appropriately so resolution is found and service quality is not impacted.
Continuous Improvement
- Take actions to advocate and drive employee self-service solutions and intranet as a key resource
- Proactively identify process improvement opportunities.
- Participate in root cause analysis activities when required.
- Identify initiatives / good practice which could be scaled more broadly (i.e. across countries) and inform the Service Delivery Manager Work with Global HR Services colleagues to actively listen to and propose improved ways of working and work with relevant stakeholders to translate into actionable change.
- Support continuous improvement projects as assigned and ensure completion of activities on time
Job Requirements
Experience
- Previous experience of general HR or payroll
- Location: Based in Cairo, Egypt
- Ability to prioritize activities and multi-task in order to meet goals and deadlines
- Work collaboratively, as part of a team
- Able to work independently and take accountability for the quality of personal outputs and success
- Experience of working in a customer service environment and of having worked in a technology driven environment
- Demonstrated strong interpersonal, service minded, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy
- Demonstrated ability to maintain confidential information
- Detail orientated
- Experience in using of query ticketing tools
- Possesses knowledge of AZ HR systems (Workday experience is a plus)
- Knowledge in country HR legislation, AZ policy and processes
- Ability to quickly learn and work in a cloud-based solution
Essential Requirements
- Excellent communication skills
- Fluent spoken and written English and local language
- Establish positive relationships throughout HR and with process partners
- Demonstrated ability to use Microsoft Office products (Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
- Previous experience in working in a service desk function
- Practical experience providing HR advice via e-mail or phone
