Talent Shared Services Senior Associate

Job description

Job Summary:

Talent Shared Services (TSS) is a core service line within the Global Delivery Services (GDS) organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.

TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.

These services are delivered from our centers in China, India, Poland and Philippines. 

The TSS Senior Associate is responsible for completing assigned HR functional transaction or work activities of Core HR in accordance with the established policies, procedures and service level agreements whilst building positive and productive relationships with customer representatives. This role may provide service delivery in respect of specific or combined HR functions (Recruitment Support, Onboarding Support, Core HR, Learning Administration and Performance Management).

The Senior Associate develops and maintains an advanced understanding and knowledge of the procedures and approach for assigned area(s). He/she may assist or fill in during the absence of the Supervisor.

General Functions of the Job:

  Ø  Attends to HR functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures 

Ø  Ensures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed 

Ø  Develops and maintains an advanced understanding and knowledge of GDS procedures and approach for their assigned area(s) 

Ø Processes and/or reviews more complex transactions; performs duties and responsibilities with limited  supervision 

Ø  Ensures all new process updates are incorporated while processing transactions 

Ø  Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines 

Ø  Participates in peer-level review of deliverables as assigned; records and reports both positive and negative findings 

Ø  Assists the Supervisor as requested such as monitoring status of service delivery queues and resource planning;provides assistance to less experienced team members 

Ø  Fills in during the absence of the Supervisor (if needed) 

Ø  Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor 

Ø  Responds to emails and enquires in a timely manner 

Ø  Prepares and contributes to reporting as directed 

Ø  Participates in the on-boarding of new recruits from a training perspective as requested 

Ø  Actively participates and completes the performance management and development plan activities 

Ø  Identifies potential areas for process improvements and makes recommendations to Supervisor; initiates and/or participates in process improvement initiatives 

Ø  Assists with GDS initiatives and other projects as assigned 

Ø  Ensures GDS organizational policies and processes are followed

Core Functions of the Job:

Ø Perform Exit Interviews with Leavers

Ø Mostly 1:1 interactions with exiting employees at the staff and senior level; additional consulting with Talent Consultants may be necessary when handling an escalation

Ø Excellent verbal, people, and communication skills; ability to hold a conversation, listen to others, have empathy, and probe for further details on questions

Ø Excellent written communications, ability to write organized and detailed notes following a conversation

Ø Ability to be on camera (leverage Teams on video)

Ø Timeliness for both escalations and promptness for interview meetings   

Ø General knowledge of the firm

Ø Ability to redirect questions they cannot answer

Knowledge and Skills Requirements:  

Ø  Strong communication, interpersonal skills and customer orientation; works effectively with others 

Ø Anticipates customers’ needs and proactively identifies and resolves issues that impact the delivery of quality service  

Ø  Good command of spoken and written English  

Ø  Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job 

Ø  Good organization, analytical and problem solving skills; able to exercise judgment in day to day work activities 

Ø  Takes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions 

Ø  Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements 

Ø  Good keyboarding and data entry skills 

Ø  Working knowledge of firm standard technology such as Windows, Excel, Word, PowerPoint, Sharepoint; experience with HR specific technology a plus  

Supervision Responsibilities:

No direct supervision responsibilities

Other Requirements: 

Ø  Flexibility in working hours to accommodate multiple time zones as needed 

Ø May need to work extra hours in case of special customer requirements

Job Requirements:

Education: 

Ø  Bachelor's degree or above from commercial, business or HR related discipline

Experience:

Ø  2+ to 4+ years work experience preferred including Shared Services/BPO and/or HR Operations experience

Certification Requirements: 

Ø  None specifically noted