Responsibilities
* Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement.
* Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs.
* Identify service delivery and process improvement opportunities in the assigned process.
* Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
* Partner with team to execute plans to improve customer satisfaction with a focus on processes.
* Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization.
* Manage escalation and takes ownership for ultimate issue resolution.
* Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.
* Ensure knowledge management platform is updated.
Qualifications
* HR Shared Services process and SLA management experience: 0-1 years
* Service management and ticket management system experience
* Customer orientation
* Strong communication skills
* HR certificated prefferred
Process management and continuous improvement with a focus on optimization and
productivity
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