Reports to Sr. C&B Manager
Overall Job Purpose:
To supervise the HR Helpdesk for Region Middle East (covering 18-19 countries in the Gulf, Africa and India). Manage a team of 2-3 HR helpdesk coordinators to ensure smooth functioning of the Helpdesk.
Key Accountabilities:
- Assist in the setup of HR Helpdesk including mapping of non-core activities across the Region
- Identify the right technology platform to implement the Helpdesk system and work closely with relevant stakeholders to launch it
- Define and monitor SLAs/KPIs for the Helpdesk team
- Supervise the Ramco (HRMS) system related queries (via chat, email, or phone) and escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Support the Payroll Management project across the Region
- Follow up with employees, provide feedback and see problems through to resolution
- Ensure proper recording, documentation and closure
- Recommend procedure modifications or improvements
- Keep up to date with knowledge of help desk procedures, products and services
- Provide ad-hoc reporting and analysis to the management team, as required
- Provide training as and when needed
Qualifications & Skills:
- Minimum graduate and preferably a degree in HR Management
- Minimum 5 years of experience in handling payroll, HR Helpdesk
- Fluent in English. French / Portuguese is an added advantage
- Excellent verbal and written communication skills
- Drive for results – can be counted on to meet/exceed goals consistently, steadfastly pushing self and others for results
- Uses rigorous logic to solve difficult problems, looking beyond the obvious to probe for creative solutions
- Knowledge of MS Word, Excel & PowerPoint is a must
- Project management skills is an added advantage