DE030649-HR Service Delivery Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: HR Service Delivery Analyst WORK SETUP: Hybrid OVERALL PURPOSE: The?HR Customer Service?is the “one-stop shop” for benefits, payroll, or any other?HR-related inquiries, providing prompt, accurate and thorough help on all employment-related matters. Manage all tier 1 queries - Respond to CMS & EC cases as well as customers queries via phone by providing information. RESPONSIBILITIES: • Responsible to manage and executing the highly critical/priority and complex HR Customer Service transactions/activities. • Acts as 1st level of escalation for the CL 12 - 13 in terms of misses in SL or challenges with Operations in executing real time action plans. • Responsible to solve employee queries and concerns across multiple geographies through phone, email or via the system Responsible for: • Employee enquiry support – Explanation of eligibility, reimbursement status, explanation on tax, benefits explanation etc. • Employee demographic queries – Change in personnel demographics, letter generation, change in employment type , Managing • Employee Documents and Retrieval – Pay slip assistance, Travel / Visa Docs, • Verification of employment - 3rd party verification letter. • Management of ADA (the chatbot) in terms of upkeeps and training of ADA as well updating new information by raising PACR or PASRs. • Responsibility will include solving end-to-end solutions of the tickets and concerns that employee has raised. • Responsible for escalated cases that impact ‘moments that matter’ OTHERS: Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS: • Standard HR Service Delivery Profile • With at least 2 years relevant work experience in HR delivery

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