Software Guidance & Assistance, Inc., (SGA), is searching for an Employee Care Specialist for a CONTRACT assignment with one of our premier Consumer Product Goods clients in Tampa, FL .
Responsibilities : Who we're looking for:
Questions and Customer Guidance:
- Register and process customer questions incoming through all P&C contact channels (e.g. phone, MyPMI, email, live chat), respond promptly & politely to clarify and understand needs, take resolution ownership, follow-up and keep customer informed throughout.
- Collaborate with other relevant P&C teams in complex questions and coordinate service response when several groups must contribute to resolution.
- Guide customer Employees and Managers in understanding and applying P&C principles and practices, as well as in initiating respective processes through the correct channels.
Transactions and Data Management:
- Understand all employee life cycle events from hiring to termination and perform related data management transactions in SAP SuccessFactors (e.g. hiring, promotion, lateral move, salary/grade change, termination, benefit enrollment/cancellation, global/local award registration, payroll deduction/contribution).
- Understand organizational management objects (e.g. organizational unit, position, job, cost center) as well as their relations through the reporting structure and other interdependencies.
- Ensure that all employee personal & employment life cycle data are maintained in the relevant P&C systems to the highest level of accuracy, confidentiality and consistency versus source documentation.
- Be the lead coordinator in execution of mass changes and mass uploads with other impacted P&C teams and collaborate with requestor and/or local P&C to achieve all clarifications required ahead of final delivery through accurate and timely system maintenance.
- Prepare, deliver and archive documents on employee actions and mass changes (e.g. contracts, contract amendment letters, departure documents, employment certificates, reference letters, award letters/diplomas where applicable).
- Contribute to global processes execution in close collaboration with respective P&C teams (e.g. Merit, IC & Stock) and lead/coordinate preparation & execution of local incentive plan/bonus cycles and mass increases (e.g. CLA collective increases, market inflation increases).
Reporting & Data:
- Understand and fluently operate all basic P&C reporting tools (SAP). Prepare standard reports using one source of data and basic reporting functionalities.
- Prepare reports using relevant pre-defined templates and instructions.
- Use MS Excel to enable basic data analysis and reporting functionalities (e.g. general overview, formatting, basic formulas like "sum", copy-paste).
- Prepare complex and nonstandard reports (market & occasionally global) merging data from different sources through advanced MS Excel tools (e.g. pivot tables, v-look up, advanced formulas, macros).
- Be able to provide simple data analysis and visualizations as requested.
Feedback Loop and Continuous Improvement:
- Engage with customers through callbacks upon NPS feedback to identify and document pain points, unmet needs or delight points.
- Generate insights based on data and trends to then trigger the feedback inner and outer loops.
- Lead and execute continuous improvement initiatives as part of the inner feedback loop and engage peers in broader or more complex market focused initiatives.
- Take part in improvement initiatives or new deployment projects of the outer feedback loop in representation of Employee Care.
Knowledge & Incident Management:
- Ensure consistency of services and knowledge sustainability by maintaining and updating Operations Manuals on regular basis with high quality and in agreement with different P&C parties. Monitor, track, analyze and drive conclusion from Incidents to prevent recurrence and secure proper handling of similar cases in the future.
- Run root cause analysis for all errors and implement mitigation & preventive actions.
Ideal Candidate Experience
- 2-5 years' experience working in Human Resources
- Degree in Social Sciences, Business Administration, Human Resources Management, or related field.
- Ability to effectively communicate with individuals across multiple levels of the organization. Computer skills, including MS Office, SAP (knowledge is an asset). Collaboration, teamwork, orientation to detail and full ownership of assigned topics. Sound judgement at dealing with sensitive materials and confidential information. Able to solve problems and recommend solutions to improve tools and processes.
- "Consumer First ": act upon data-driven insights, collaborate as one team, prioritize Ways of Work towards agility, measure outcomes to further enhance employee experience.
- "Forward Looking ": be curious, seek and promote continuous improvement & innovation, take decisions based on facts, take ownership and hold accountability, be results-oriented.
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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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