Family Description

Human Resources (HR) comprises advice, services, and solutions in the areas of human resources management (e.g. total rewards, learning, talent acquisition & development, mobility) and organisation (e.g. leadership, organisational development, diversity).

Subfamily Description

Service Delivery (SDL) contains the managing of operation of service delivery to employees and managers and the monitoring of service delivery operations, technology, transaction processes, and call centre efficiency. Also comprises the establishment of standards and procedures for handling employee questions, transactions, and administration of human resource programmes.

 

Typically, 6mths to a year, directly related experience and a graduate equivalent degree. Knowledge and previous experience with SAP/ Oracle Fusion/ Other People tools.  Excellent knowledge in MS Office functionalities. Fluency in English is a must. Work in a team environment and have good coordination skills. Understands quality controls & can adopt, maintain & process transactions with good quality. Possess analytical skills and can manage bulk data exchanges and data analysis in a smooth way

 

Impact

Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have impact on function/project/customer. Usually delivers results with a short-term, operational focus and limited impact on others. 

Scope & Contribution

Individual Contributor: Participates as individual contributor to team, usually with limited professional expertise. Makes decisions affecting own work within set parameters, elevates others. Reviews priorities with supervisor. High personal or low collegial interaction. Managerial/Supervisory: May act as Team Leader or Project Leader with some indirect supervisory responsibilities in addition to own work assignments. Makes decisions that affect own work. 

Innovation

Semi routine tasks of moderate complexity requiring some discretion and judgment. Carries out tasks/activities according to assignment and set guidelines. Moderate degree of supervision and coaching needed. Demonstrates initiative and adaptability to changing business environments. 

Communication

Explains facts, practices, policies, etc. to external and internal parties. Takes actions which respect to the needs and contributions of others and reaches agreement through flexibility and compromise. Manages situations where there is a common desire to reach solution within a team. Sometimes requires ability to influence others outside of own job area on policies, practices and procedures. Builds cross-cultural knowledge and global mindset. 

Knowledge & Experience

Specialized or broader knowledge of theory and principles within a professional discipline.

 

Works as a functional expert, providing professional expertise within a functional area of HR. Autonomously performs tasks with a moderate level of guidance and within guidelines and policies. Analyses factual information and possible solutions, makes independent judgments, decisions and recommendations and solves a range of straightforward problems through knowledge and professional experience. Supports transfer of concepts for professional direction of own organisational unit into actionable measures. Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively Answers questions and solves problems related to the global / regional HR processes and information services in the scope, consulting Process owners and developers and/or IT contacts when necessary to achieve resolution and needed guidance for the user.  Contributing to a specific HR tool, process or project on improvement.  Provide support in conducting researches on assigned HR projects.  Provide administrative / transactional project support: Data analyses, monitoring and ensuring data quality, creating documentation and knowledge management, organising delivery of training and development for HR community or for managers.