People Services Specialist at Sage

Job description

Job purpose:

People Services representatives provide first point of contact to colleagues and managers for all People transactional inquiries such as People policies, processes and programs where self-service is either unavailable, or where the query cannot be resolved through the self-service channel available. Handling Tier 1 inquiries and issues and providing service directly or ensuring proper follow through by Tier 2 team. This role also assists in maintaining knowledge base - record and document colleague interactions and create and utilize standard processes and or knowledge articles to respond consistently to inquiries.

Key accountabilities and decision ownership:

• Respond and/or process colleague and manager inquiries and requests on basic to medium complexity transactions regarding People policies, and procedures and programs; personnel changes into our systems e.g. new hire related data, colleague transfers, promotions, salary increase changes, status changes, address changes, terminations, benefits, etc. in writing or via telephone, as appropriate using the agreed upon knowledge articles and processes
• Coach colleagues and line managers through queries via self-service, redirection to appropriate sources of information or through available policies and tip-sheets
• Determine which queries require specialist support and escalate complex enquiries to appropriate parties and keep informed of multiple policies and legacy terms and agreements to ensure advice and administration is appropriately actioned
• Support People colleagues regarding the processing of People policies, procedures and programs; partner with other People colleagues to resolve issues for where additional information is required.
• Handle People administrative data e.g. group benefit plans including medical, dental, vision, compliance PTO, tuition approvals and reimbursements, etc.
• Provide administrative support for People Services transactions and services including for example: payroll data collection, colleague relations, absence and exits, resourcing, offer letter, payroll letters, employee references etc.
• Use People Services technology to track colleague cases and resolutions and file relevant data and files appropriately
• Work with Team Leader to create and update knowledge articles and/or processes on as needed and quarterly basis.
• Provide feedback and information to Team Leaders regarding any People related issues such as observed patterns and trends that may be symptomatic of a transactional inefficiency or colleague relations issue
• Document colleagues’ request in case management application; continuous improve information and processes to ensure the proper level of service.
• Deliver expected service levels and business performance goals
• Consistently support compliance and maintain the privacy and confidentiality of information in accordance with polices, procedure and law.

Key performance indicators:

• Respond to inquiries within the agreed upon service level agreements
• Customer satisfaction levels

Skills, know-how and experience:

Must have:

• HR related experience with experience working in a Shared Service Centre
• Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
• Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc. Strong verbal and written communication skills
• Good organisation and problem solving skills
• Ability to accurately enter and manage sensitive data and confidential matters
• Ability to deal with difficult conversations and interactions with colleagues Fluent in English
• Experience with basic Microsoft Office functionality (e.g., Word, Excel, Outlook)

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Knowledge of general HR processes and practices and ability to interpret them towards a case
• Knowledge of HRIS and case management systems
• Knowledge of country/local regulatory requirements
• Knowledge of colleague relations issues

Technical / professional qualifications:

• Appropriate professional HR qualification preferred

Location: Woodmead, Johannesburg