Talent Shared Services Coordinator (6 months contract)

Job description

Overall position purpose



To act as a first point of contact and key support partner to the Talent Shared Services (TSS) Consultants, Talent Advisors, Talent Managers, Global Delivery Services (GDS) Dalian team, HRBPs and wider Talent Team in the provision of advice and Talent policy interpretation, Talent transactions and coordination of key People deliverables for Oceania.

Major responsibilities/duties

Technical competence
·  Supports the Talent Team and the Oceania business within EY by:
· 
Providing consistent advice on HR policy and procedures through HR Contact Centre and overseeing query management within the Core HR space.

· 
Allocate more complex HR queries or transactions to the TSS Consultants such as:

 
·  HR Assist transactional support
·  Workers compensation claims
·  Salary continuance claims
· 
Complex HR policy queries or exception cases for consideration

 
· 
Understands both the Talent Team and Talent Share Services strategies and how the Core HR Team supports Ernst & Young and their business. In turn, how the TSS Coordinators contributes to these priorities

· 
Escalates risks to TSS Consultants, the Oceania Core HR Team Leader or the Talent Support team as appropriate

· 
Works closely with the GDS Dalian team to ensure quality delivery of HR transactional services

· 
Works with all other necessary Oceania support teams, e.g. Payroll, Finance, Mobility and Global IT  to achieve deliverables

· 
Completes monthly Core HR tasks for HR data integrity and processes to support the Talent function such as:

 
·  Bonus reconciliation
·  Length of service
·  Built for EY (Alumni payments)
·  Completes pre-termination checks for terminating employees
· 
Updates Health and Safety SharePoint, general maintenance of site, and attendance at quarterly meetings

· 
General maintenance of closed notes and quick messages in HR Contact Centre to ensure consistency in responses to the business

· 
Maintain manual work load trackers to ensure work is distributed evenly amongst the TSS Consultants for:

· 
Terminations, including removal of Ok to Pay

·  Workers’ Compensation
·  Salary continuance
Supports the management of HR data in HRIS by advising on the execution of talent transaction processes   
· 
Provides accurate HR  data advice and support, within EY Policy to agreed standards and by required deadlines as set by TSS Consultants, Talent Support team and Core HR Team Leader

· 
Understands the relationship between the entry of data within EY’s technology and systems, and the use and provision of that data

· 
Escalates errors and issues to TSS Consultants or the Core HR Team Leader as appropriate

· 
Understands and provides accurate and timely advice to employees and the wider Talent Team regarding employee data and how the Firm’s procedures and policies relate to the execution of talent transactions

  Provision of advice to all employees on EY Talent policies, processes and functional technology support via MyHRChat and HR Contact Centre:  
· 
Acts as a first point of contact (in conjunction with GDS Dalian and Talent Shared Services Consultants) to all employees in the business on all Talent related matters

· 
Provides advice to employees on key people processes and escalates issues appropriately based on own experience and complexity of the query/issue to TSS Consultants or Core HR Team Leader

· 
Adheres to Service Level Agreements (SLAs) and provides regular query updates to customers and stakeholders

· 
Ensures the provision of advice is clear and accurate

· 
Answers queries and provides a timely response or escalates as appropriate

· 
Keeps up to date with Talent Policy and Process changes

· 
Advocates self-service through understanding the systems and online tools to support Talent processes, and provides advice to employees and Partners on their use and functionality

    Undertakes responsibility as a subject matter expert for the Core HR Team for Talent  areas requiring additional support and knowledge   
· 
Understands and provides accurate and timely advice to employees and the Core HR Team regarding the Firm’s procedures and policies relating to the assigned subject matter area

· 
Supports continuous improvement on Talent processes in meeting business needs ensuring adherence to the Global Process Model (GPM) and identifying exceptions and escalating to the Core HR team leader for consideration

Team orientation and communication



Supports other TSS Coordinators, TSS Consultants and the TST effectively by:

· 
Proactively identifying opportunities to develop  process improvements to gain efficiencies and contribute to Exceptional Client Service (ECS)

· 
Takes on “Champion” role for assigned projects and/or processes and keeps stakeholders up to date on status and any key changes/updates

· 
Contributes to team meetings by sharing knowledge, ideas and successes to enable ECS

· 
Actively contributes to any change management initiatives that the Core HR team or wider TSS is undertaking

Stakeholder relationships
· 
Builds TSS brand by ensuring all interactions with employees and Partners are of a professional nature and delivers ECS in relation to their query

· 
Builds solid relationships with HRBPs, Talent Leadership and other key contacts within CBS functions to inspire confidence in stakeholders when managing queries and executing tasks

Objectives/measures



The key performance measures include:

·  Client satisfaction
· 
Completed/ delivered work, e.g. accuracy and timeliness

· 
Additional activities and learning and development objectives should be set and reviewed with Counsellor on a 90 day basis as per LEAD

 
Day‑to‑day challenges
· 
Maintaining service delivery whilst managing a high volume of queries, responding to HR Chat and allocation of work to TSS Consultants

· 
Building and maintaining strong relationships with GDS Dalian, TSS Consultants, Talent Advisors, Talent Managers and Payroll

· 
Provision of service encompasses – advice, knowledge of internal EY process impacts, recognition of risks/ mitigation, managing escalations from GDS Dalian when a transaction becomes more complex

Qualifications, knowledge and experience


Qualifications
·  Certificate or degree in Human Resources or other relevant discipline  
Knowledge
· 
Demonstrates ability to exercise strong time management given high query volume and effective communication skills.

· 
Demonstrates strong stakeholder management skills  given large number of stakeholders being serviced at one time

 
Experience
· 
This is an entry level HR role and is suitable for HR graduates with minimal experience

· 
Knowledge of HRIS or like system (i.e. PeopleSoft) would be an advantage

· 
Previous experience within an office/ customer service based role would be an advantage

Expectations



The following Ernst & Young firm wide role and expectations information apply to this role:

· 
LEAD CBS Global Rank Expectations and work towards Gold Standard behaviours at Associate rank.

Who we are  

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service while allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.