Service Desk Process Lead

Short Description

Participates in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective service. Performs tasks in line with the written procedures under close supervision.

Qualifications

• Good verbal and written communication skills - English (Minimum B2)

• Experience in HR domain: 1 - 2 years

• Graduation is required – Bachelor’s degree

• Strong process knowledge in Employee Help Desk/Workforce administration/Employee data administration

• Strong project management skills applied in a business/corporate environment

• Experience in managing multiple design project

• Strong client management and team management skills

• Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.

• System data entry experience (Workday, Oracle HCM, Taleo, SuccessFactors, etc.) , Service Now Preferred.

• Handle employee requests according to the project deadlines - Handle complex problems raised by client and provide solution

• Handle client communication and client Reporting

• Excellent job organization and time management skills

• Interaction with Client daily via phone, chat and email, work on resolving HR related issues, cooperate with other delivery team members

Job Responsibilities

• Manage the client engagement

• Works with designated stakeholders to gather and finalize commitments to meet contractual thresholds

• Respond to client’s queries & escalations accurately (via phone, live chat, email and case management system)

• Process, maintain & administer HR transactions & provide support (e.g. Talent development, Mobility, Workforce administration, talent acquisition, case management, HR helpdesk, remuneration, etc.)

• Provide clarification of HR policies and procedures

• Manage assigned part of the process according to Capgemini methodology and/or agreed transition plan

• Organize knowledge sharing sessions both within the team and cross teams

• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes on the defined support tool

• Liaison with third parties, vendors and multiple stake holders

• Resolving errors, escalations and issues on time

• Develop, mentor, and coach junior team members

• Develop process excellence in Operation activities

• Ensuring quality and timeliness of work