HR Shared Services Associate

Key Responsibilities:

• Employee Support: Serve as the first point of contact for employee inquiries regarding HR policies, procedures, benefits, payroll, and other HR-related matters. Resolve issues or direct them to the appropriate HR team members for further assistance.
• Ticket Management: Log, track, and resolve HR-related helpdesk tickets in the HRIS ticketing system, ensuring all cases are handled efficiently, with clear documentation and timely follow-up.
• System Troubleshooting: Provide support for issues related to HR systems (e.g., HRIS, time-tracking software, payroll system) and assist employees with technical issues, such as login problems or system navigation.
• Policy & Benefits Guidance: Offer basic guidance on HR policies, benefits enrollment, leave of absence processes, and other employee programs. Ensure employees understand processes and are directed to the right resources.
• Employee Documentation Support: Assist with employee record management, including ensuring proper documentation for requests like benefits changes, status updates, and personal data updates.
• Communication: Regularly communicate with employees through phone, email, or chat to resolve queries. Maintain a positive and helpful demeanor while managing multiple inquiries in a timely manner.
• Escalation Management: Identify and escalate complex or unresolved issues to higher-level HR specialists or managers while maintaining a high level of professionalism and attention to detail.
• Reporting and Analytics: Track common issues and trends in helpdesk requests and generate reports to identify opportunities for process improvement. Provide feedback to HR teams on recurring issues and potential system or policy improvements.
• Knowledge Base Maintenance: Contribute to maintaining and updating the HR helpdesk knowledge base with FAQs, troubleshooting tips, and other helpful resources to empower employees and improve self-service options.
• Continuous Improvement: Suggest ways to enhance the overall employee experience and streamline helpdesk operations, providing a more efficient and effective service.

Qualifications:

• Education: At least completed 2 years in College with no back subjects. Associate's or Bachelor's degree in Human Resources, Business Administration, or related field preferred.
• Experience: 2-3 years of customer service, administrative, or HR experience, preferably in a helpdesk or shared services environment.
• Technical Skills: Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Familiarity with HRIS, helpdesk software, or time-tracking tools is a plus. Strong Communication: Excellent verbal and written communication skills, with a customer-focused approach to resolving inquiries.
• Problem-Solving Skills: Ability to assess situations quickly and provide efficient solutions, while ensuring a positive employee experience.
• Attention to Detail: Strong organizational skills and accuracy in handling employee data and inquiries.
• Multitasking: Ability to manage a high volume of inquiries and tickets, prioritizing tasks effectively.
• Confidentiality: A commitment to maintaining confidentiality and adhering to privacy regulations regarding employee information.

Working Conditions:

• Full-time position.
• Working Schedule: 9AM to 9PM Eastern Time (Graveyard or nightshift in the Philippines) Monday to Friday.
• Flexibility may be required during peak times. Shifting Schedule and Primarily office based

Job Type: Full-time

Pay: Up to Php35,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Current and Expected Salary:
• Birthdate:
• Notice Period

Education:

• Bachelor's (Preferred)

Work Location: In person