Your position and team
The Global HR Organization of Vanderlande is organized in 4 main areas: Business HR, Reward & Mobility, Talent Acquisition & Learning and Regional HR & Services.
The Regional HR & Services organization delivers specific expertise like HR Advice locally close to our business stakeholders. In addition, this department also holds the Global HR Service Desk and the Global HR Specialists team, who play an active global role in maintaining, supporting, and enabling HR service delivery. As HR Service Agent you are part of the Global HR Service Desk within Vanderlande, reporting into the Regional HR Service Desk Lead, located at Vanderlande Industries Pvt Ltd, Pune, IN.
As HR Service Agent you are the first point of contact for employees based in APAC region. You resolve first line HR queries and questions related to e.g. HR policies, processes and systems and executes basic transactions. You support employees and managers in using manager- and employee self-service. You play a key role in service delivery and employee experience (Happy Customer!). Your activities focus on operational excellence and continuous improvement.
HR Service Delivery & Operational Excellence
· Driving a seamless and coherent employee experience, while safeguarding required efficiency
· Provide query resolution services to all employees on policies, processes and systems and escalate to specialists as and when required
· Documenting inquiries through ticketing and case management solution
· Meets defined SLA metrics for providing accurate, consistent and timely services
· Perform back-office process execution
· Accountable for completing relevant research to support query resolution
· Responsible for executing processes in line with policies and standard operating procedures
· Provide guidance to employees and managers on self-service transactions, HR portal navigation, and policy interpretation to facilitate self-support
· Leverage data insights to continuously monitor effectiveness of service delivery and to elevate the employee experience
· Supports ad hoc projects and activities related to The Regional HR & Services organization
Continuous Improvement
· Responsible for collaborating with Regional HR & Services stakeholders to understand and implement processes, focusing on employee experience and continuous improvement of employee life events
· Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementation of changes
· Drive local improvements in service delivery in close collaboration with various (HR) stakeholders
Role Qualification and Skills
· Good understanding of local HR policies and procedures desired
· At least 4-6 years’ experience in HR Shared Services
· Data driven
· Strong written and verbal communication skills
· Intermediate knowledge of MS Outlook, Excel and Word (MS365 tooling)
· Workday (HR system) experience is a plus
· Proficiency in English language is a must.