Member Service Specialist (Global HR Helpdesk)

Job description

Position Description:

The Member Service Area Specialist will be responsible for delivering HR services on the assigned processes to multiple countries as defined on the agreed Key Performance Indicators. He/She will handle enquiries and requests sent by managers, members and non-members using HR Service Center tool. He/She will process moderate to complex requests, which require analysis, further work around, and procedure that could be an exception to the work instructions.

Your future duties and responsibilities:

• Contribute towards SLA attainment by logging in to take calls as required during staffing and/or SLA challenges.
• Ensure that set objectives are met as defined on the agreed performance metrics
• Provide support to the Manager and Team Leads on investigating service delivery issues.
• Serve as a backup for SRC (Contact Center only) and Team Lead when needed.
• Ensure that appropriate measures are taken to preserve member data confidentiality, and integrity in accordance with security policies.
• Maintain adherence to all company policies and procedures.
• Participate in the implementation of process changes in order to minimize potential impacts to the quality of service provided to members or managers
• Make recommendations to the Manager to improve processes, services and resolve identified issues.
• Validate and analyze reports from the Service Restoration Coordinator to identify training and coaching opportunities
• Develop and propose training plans in collaboration with the Team Leads and other Senior Associates,
• Execute approved training plans
• On an ongoing basis, provide job shadowing to Associates to provide individual training/coaching and improve skills.
• Respond to ad hoc questions as required from Associates.
• Provide training to current and new GHRMS members on process and service changes as well as on required soft skills
• Review and update, or participate in the review or update of training materials.

Required qualifications to be successful in this role:

• Preferably College level or vocational
• Relevant work experience in Contact Center preferably in HR Shared Service is a huge advantage
• Experience/knowledge of PeopleSoft HR modules is an asset
• Above average oral and written communication
• Excellent analytical and problem solving skills
• Willingness to work in different shifts and hybrid work arrangement in Mckinley, Taguig
• Experience with MS Office tools

Skills:

·  Detail-oriented
·  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.