Member Relations Coordinator

Job description

Position Description:

Job Summary
The Associate Consultant – Member Relations Business Partner (MRBP) Coordinator is responsible for managing the entire lifecycle of designated members. This role involves serving as the primary point of contact for member inquiries, delivering timely and effective responses, and fostering strong relationships by addressing members' needs and concerns. The position integrates relationship management, talent acquisition, and diversity and inclusion initiatives to support the organization's objective of cultivating a linguistically diverse workforce.
The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Associate Consultant – Member Relations Business Partner (MRBP) Coordinator.

Job Responsibilities
Your main responsibilities as Associate Consultant – Member Relations Business Partner (MRBP) Coordinator are, but not limited to, the following:

• Communication Management: Identify communication needs, preferences and channels for different stakeholder groups. Ensure timely and accurate delivery of information through proper channels. Create clear, concise, and relevant messages tailored to the audience. Protect sensitive information and manage it in accordance with privacy regulations.
• Coordination Management: Implement processes and procedures to ensure smooth transitions between tasks and phases. Coordinate with all stakeholders to ensure timely completion of activities. Manage schedule for tasks, milestones, and deliverables. Implement best practices and standards to achieve efficient and effective coordination.
• Talent Acquisition Management: Oversee the processes and strategies related to recruiting and hiring employees. Collaborate with hiring managers to understand job requirements. Review resumes and applications to shortlist candidates who met the job requirements and conduct initial screenings or interviews to assess the candidate’s skills, qualifications and cultural fit. Communicate with all stakeholders regularly and provide timely feedback. Prepare reports and present insights to management on recruitment performance and effectiveness.
• Relocation Assistance and Transition: Onboard new multilingual members, provide necessary information for working in the Philippines, and support them throughout the transition.
• Monitoring and Tracking: Track the progress of tasks and activities against schedules and plans. Manage and maintain records of communications, decisions and actions taken.
• Documentation and Reporting: Ensure that documentation is accurate, up-to-date and accessible. Develop a reporting strategy that defines what information needs to be reported, the frequency of reports and the intended audience. Ensure reports are clear, concise and formatted according to organizational standards. Ensure that reports reach the appropriate audience in a timely manner.
• Administrative Tasks: Perform administrative tasks such as but not limited to the following:

• Assist in different HR processes.
• Monitor performance of members.
• Data consolidation
• Set-up processes where needed and proactively detect potential issues.
• Annual satisfaction meetings with the multilingual members.
• Be the main point of contact for HR related queries for the multilingual group.
• Support contract renewal processes where needed.
• Coordinate work permits and work visas of multilingual members, ensuring that the process is done in a timely manner.
• Spearhead the activities for the multilingual group, such as outreach programs.
• Support any leaving multilingual members according to process.

• Quality Assurance: Conduct regular reviews to identify areas of improvement.
• Customer Service Excellence: Provide courteous, professional, and responsive customer service to all stakeholders, active listening, and effective communication skills to ensure a positive service experience and user satisfaction.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.

Other responsibilities include:

• To work in partnership with local management, colleagues, and clients at all levels.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and breaks assigned by people manager.
• Assists other co-members in processing non-complex tasks as necessary assigned by the Team Lead or People Manager.
• Advise people manager of planned/unplanned leaves as below or depending on the engagement’s policies.: Vacation leave – at least 3 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to the people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

EDUCATION, SKILLS TRAINING AND EXPERIENCE

Education

• At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field, referable in Business Management or Finance.

Skills, Knowledge, and Capabilities

1. Cultural Sensitivity

• Understanding and appreciation of different cultures, particularly of those of the new hires.
• Ability to foster an inclusive environment for employees from diverse cultural and linguistic backgrounds.

1. Communication Skills

• Excellent communication skills, both verbal and written, to effectively interact with stakeholders.
• Patience and professionalism when dealing with frustrated stakeholders.
• Customer-focused attitude and commitment to delivering high-quality service.

1. Time Management and Organizational Skills

• Prioritizing tasks and managing time effectively to meet deadlines.
• Strong organizational skills to keep track of action items, deadlines, and follow-up actions.
• Maintaining effectiveness and composure in the face of challenges or changes.
• Attention to detail to accurately document support interactions, etc.

1. Teamwork and Collaboration

• Collaboration skills to work effectively with other stakeholders.
• Willingness to share knowledge and best practices with colleagues.
• Ability to escalate issues to higher-level support teams when necessary and collaborate on complex problem resolution.
• Contribution to a positive team culture through open communication, mutual support, and a focus on continuous improvement.

1. Continuous Learning and Adaptability

• Eagerness to learn and adapt to new technologies, tools, and processes in the IT environment.
• Willingness to pursue ongoing training and professional development opportunities.
• Adaptability to changes in workload, priorities, and user needs.
• Proactive attitude towards staying informed about emerging technologies and industry trends to improve service delivery.

Experience

• Previous back-office support experience
• Minimum of 1 year experience in administrative tasks, talent acquisition or HR related role.

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

Skills:

·  Detail-oriented
·  Document Management
·  English

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.