MyHR Advisor Subject Matter Expert

4 days ago

Taguig, National Capital Region, Philippines Unilever Full time

Role Title: MyHR Advisor Subject Matter Expert (SME)

Function: People Experience

Location: Philippines

Terms & Conditions: Full Time (Hybrid – BGC Office, Manila, Philippines)

ABOUT UNILEVER

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don't believe in the 'one size fits all' approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

As part of our commitment to transforming HR service delivery, we are seeking an HR Advisor to respond to HR queries raised by the business. This role is pivotal in enhancing the People Experience (PEX) by providing real-time, efficient, and effective support for HR-related inquiries. The ideal candidate will play a key role in the effectiveness of our HR model, focusing on service excellence and leveraging technology to improve employee interactions with HR services.

Enabled by knowledge articles, understanding of regional policies and processes, and working closely with your People Operations colleagues, you will deliver immediate support to the Unilever population and support employee queries that cannot be resolved through self-service options. Your proactive engagement will ensure that employees receive the help they need in a timely and efficient manner, enhancing their overall experience and satisfaction with our HR services.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

  1. Serve as the primary point of contact for the Manila Hub MyHR Advisors team.
  2. Assume the role of Tier 0 Champion to work with the Global team on self-service delivery model and continuous improvement.
  3. Deliver real-time support for Tier 1 HR queries via live chat enabled by ServiceNow, ensuring a high level of service excellence and employee satisfaction.
  4. Guide employees and candidates through the HR processes and systems, offering step-by-step assistance when necessary.
  5. Collaborate with HR team members and our centres of excellence to update and maintain an accurate knowledge base for query resolution.
  6. Identify and escalate complex issues in line with the Unilever HR service delivery model.
  7. Maintain a high level of confidentiality while handling sensitive employee information.
  8. Contribute to the continuous improvement of the HR services and our support as a function to the business by providing suggestions based on customer feedback and chat analytics.

Experiences & Qualifications

  1. Bachelor's degree in Human Resources, Business Administration, or a related field is advantageous.
  2. Proven experience in customer service, PEX, HR advisory or live chat support, preferably within an HR context.
  3. Understanding of HR processes and policy with experience working in regional or multi-country operations is desirable.
  4. Knowledge of HR processes and best practices.

Skills

  1. Excellent written communication skills, with the ability to provide clear and concise information real-time.
  2. Strong problem-solving abilities and a customer-centric mindset.
  3. Proficiency in using live chat/case management platforms and HR information systems (Workday and ServiceNow would be advantageous).
  4. Ability to multitask and prioritize effectively in a fast-paced environment.
  5. Commitment to quality and adherence to defined SLA.
  6. Team player with the ability to collaborate effectively across various hubs/locations.
  7. Ability to navigate new technologies.

We highly encourage applicants to exclude information on age, gender, and school/s in view of Equity, Diversity, and Inclusion. Unilever assesses candidates based on skills, performance, experience and leadership.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their 'Whole Self' to work and this includes you Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.

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