The HR Services team plays a critical role in improving the people experience by providing timely resolution to employee / manager queries, regarding various policies and practices (both Global and Country Specific).
The HR advisor will be responsible for receiving employee queries and answering these within agreed SLA’s / timelines. The role not only requires excellent listening and counselling skills to answer employee queries, but it also requires coaching skills so that the employees can be guided to the right sources of information, which may often involve helping them to navigate through the information gathering process / problem-solving approach as their queries are answered.
The HR Advisor is a champion of Standard Global Policies and Country specific policies across the countries of the assigned region where CWT has operations.
Individual or group benefits, entitlements, beneficiary / dependent information Organizational chart in HR Connect Personal information data correction (Bank details, national identifier information, etc.
Performance assessment, probation review, Compensation & Benefits records HR Policies e.g. Exit process, hiring and onboarding processes, transfers, global movements, leave policy, maternity / paternity policy, etc.
UID creation or duplicity Update work / assignment information in HR Connect; etc. Employment certificates, address proofs, confirmation letters, historic leave application / adjustment, background verifications, etc.
Recognize what questions are regularly asked by employees and proactively build answers to the questions as content to the HR Portal Work with the country HR teams to identify content changes and enhancement to ensure the HR Portal remains fresh, up to date and useful
The Query Management team plays the role of Tier 1 support for employee queries and redirects complex queries requiring subject matter expertise for Tier 2 support to Country HR Specialists / and subject matter experts in HR admin / payroll teams.
Escalate to Tier 2 in accordance with guidelines Ensure the assignment of the task is tracked to completion and resolution
Work closely with HR CoE’s and country HR teams to ensure smooth transition and escalation of issues to them as required and to ensure that all issues raised by customers or relevant stakeholders are followed up as appropriate Deliver services (both transactional and support) from the Portfolio of Services to internal customers (managers and employees) within agreed service levels Educate customers (Managers and employees) to ensure, where possible, services are provided through e-channels and the HR portal so that they can find answers in self-service where these are easy to locate, read and understand
Skills And Expertise
Ability to communicate effectively in English and Portuguese both written and verbal Cultural sensitivity and ability to work in a multicultural global environment
Manage the CRM, live chat activity Guidance on HR portal content : helping in navigation Maintaining work instructions for Tier 1 Full knowledge and understanding of the service catalogue and SLA Able to absorb and apply knowledge to give correct advice on standard policies and procedures
Problem-solving Client focus and customer service orientation Ability to maintain highly confidential and sensitive information Foster teamwork Drive for results and influencing others Apply professional, product, and technical expertise Change management Solve problems / Make decisions Presentation skills : Clear communicator and active listener Attention to detail Build Strong Relationships
MS Office proficiency Working knowledge of Live Chat Customer Record Management (CRM) Tools HR Software systems : working knowledge in HR connect
Formal Qualifications Bachelor’s degree or equivalent, specialization in Human Resources
Relevant experience as HR Generalist / HR Operations Associate / or in a customer service environment Preference experience in a multinational Service Center