HR Administrator Request Coordination
vor 4 Wochen
Under the direction of the Associate Specialist, Data, Processes and Tools the HR Administrator, Request Coordination delivers a first-tier response to Global Fund employees and line managers for requests relating to their employment or people management processes at the Global Fund.
S/he delivers accurate and responsive customer-oriented answers to employees supporting and guiding employees to move towards a self-service environment.
S/he continually improves the knowledge base and experience of our employees and people managers in relation to HR policies, processes and procedures.
The HR Administrator, Request Coordination provides first-tier support for all employees and managers on Workday system queries.
Key Responsibilities
Under the direction of the Associate Specialist, Data, Processes and Tools, the HR Administrator, Request Coordination:
- Acts as a central point for employees and people managers at all levels concerning Global Fund requests on H R policies, processes and procedures and advises employees and managers accordingly;
- Has knowledge of HR principles, practices and details of the HR professional standards relating to the Employee Handbook and Global Fund policies. Adapts advice when policies change and escalates complex policy queries or recommends policy changes to the HR Policy Specialist as appropriate;
- Determines basic solutions based on the best option from a defined set of procedures or precedence;
- Delivers excellent levels of service, as measured by customer satisfaction scores. Understands the importance and impact of being the central point of contact for manager and staff queries and the impact on the efficiency and effectiveness of the entire HR function ;
- Provides a triage approach to each query, keeping the person who initiated the request up to date, and escalating where appropriate to other parts of the HR function for a response;
- Actively works with employees’ to understand how they can be more self-sufficient in finding information and answering their own requests by directing them to information available in the Employee Handbook and other relevant documents;
- Proactively thinks about how requests can be reduced and policy gaps identified by working with other parts of the HR function to continually improve communication and reference materials;
- Understands where requests need to be channeled for resolution and action in other parts of the HR function and where they need escalation to the manager accountable for that area;
- Provides daily / weekly management reporting on query management to ensure there is good knowledge and understanding of the top requests, one touch responses i.e. how many staff had to be involved in solving a request for it to be completed and overall response times;
- Work with employees and people managers to help them understand how the Global Fund HR operating model works, and how it can be accessed to support them depending on their individual needs;
- Serve as focal point with the Swiss Mission for Carte de Legitimation requests and renewals and for Employee/Dependent queries on status;
- From time to time, supporting the wider team in completing other activities;
As a member of the HR Department, the HR Administrator, Request Coordination is responsible for the following:
- Provide confidential services to all staff;
- Demonstrate discretion and professionalism at all times;
- Ensure collaboration among the core HR teams;
- Contribute to a culture that emphasizes initiative, quality, continuous improvement, and high performance;
- Participate in developing and implementing the Department’s goals, objectives, and systems; and assume other duties as assigned;
- Undertake any other duties as directed by the Manger, HR Shared Service Center.
- Subject to change by the Executive Director at any time at his/her sole discretion._
**Qualifications**:
Essential:
Associate Degree/post
- secondary education or equivalent combination of education and experience.
Experience
Essential:
- Has worked in a high volume administration and customer service environment;
- Has dealt with high volume complex administrative issues within a highly regulated environment;
- Demonstrated ability to complete activities where there was a high degree of attention to detail, analysis and the meeting of short deadlines;
- Worked in an environment where there are multiple escalation routes to get work completed e.g. matrix organization;
- Experience in handling sensitive and confidential information requiring diplomacy and tact;
- Providing employees, people managers and other functions with advice and guidance on HR policies, processes and procedures;
- Working within an environment that has multiple stakeholders and dynamic service level agreements that receive the highest standards of customer service;
- Able to take complex information and make it simple for the end user;
- Able to influence and adapt style and uses persuasion in delivering m
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