HR Generalist - AskHR Resolution
Takes end to end ownership in managing HR queries and follows through to closure Develops a broad understanding of the bank, the geographies it operates and the profile of the bank's employees in order to better understand employee needs Provides accurate and timely resolution thereby building the reputation of AskHR so that employees and managers highly value the HR advice and support they receive Proactively escalates issues in a timely manner, where additional technical skills or authority are required, to ensure that queries are resolved within agreed timelines Advises and guides managers and employees on HR policies, products and processes Expert at interpreting a question and retrieving the right knowledge to provide right solutions to people's HR queries Delivers enhanced levels of service to specific customer segments based on defined SLA 's Takes initiative to continuously improve the knowledge management content, processes and usage so that content is easily accessible and readily available Identifies opportunities to improve HR products, processes, policies and ways of working by providing inputs to the AskHR knowledge management team, to ensure AskHR consistently provides accurate and reliable answers and solutions Stays current with global HR trends and practices and regularly networks with internal and external HR professionals to drive continuous improvement of AskHR and enhance the employee experience Provides inputs as requested for the root cause analysis to ensure a permanent fix is applied and prevent problem reoccurrence Takes ownership of personal development by seeking and responding to feedback on performance Proactively participates and leads personal development through formal and informal learning activities Delivers personal performance in line with the global performance management process to continually raises the bar on performance and takes ownership of personal development Builds capability within AskHR by knowledge sharing of lessons learnt Drives usage of employee and manager self service, by appropriately reinforcing how people can use the PeopleSoft portal to search for information and resolve queries themselves Demonstrates creative and innovative ways of influencing people to use AskHR Maintain data confidentiality; during every employee interaction ensures data is only disclosed to validated individuals and that any data disclosure complies with the bank's data protection standards Stays vigilant, proactive, risk aware and operates within the bank's risk management and compliance framework
· Manages risk with every employee interaction ensuring any advice provided is within the Bank's guidelines and taking part of quarterly assessment on the Data confidentiality requirement.
Experience of operating within a HR operations or service delivery function Awareness of how AskHR works with the rest of GPS, HR Specialists and country HR teams to deliver services to employees and managers Cultural awareness that influences how HR operates in our different markets Knowledge of the Standard Chartered HR products, policies and processes and how to deliver and support them through AskHR. Knowledge of the AskHR CRM and enabling processes Knowledge of the PeopleSoft HRMS and Employee Portal to support employees/ managers to resolve queries through self help Understands the SCB structure and brings awareness of the cultural, legal and risk factors that influence how HR operates in our different markets Understands the various Standard Chartered Bank businesses, structure and matrix organisation Skills
Applies judgment, within acceptable guidelines, to provide the most appropriate outcome to the employee or manager Manages challenging conversations over the phone Interprets employee needs accurately and in a holistic manner Seamlessly uses knowledge management resources to deliver tailored advice to employees/managers Identifies problems, gaps and complaints to propose process enhancements Influences employee behaviours to drive adoption of AskHR Excellent customer service skills Excellent spoken and written communication skills, including active listening and effective questioning Should be proficient in local languages Behaviours
Actively listens and probes to solve the problem Interacts with employees in a pleasant and empathetic manner Goes the extra mile above and beyond the call of duty to resolve customer issues Relentless in raising the bar and driving continuous improvement Demonstrates agility and urgency in responding to employee needs Strong work orientation, and takes psychological ownership for follow through and closure to deliver on time every time Willingness to learn from colleagues and share best practices with peers Assertive, tenacious and willing to challenge when required Thrives in a fast moving environment "Role models" the values, and demonstrates strong personal ethics in all decision making Demonstrates confidentiality about employee information and issues Ability to see the bigger picture and ensures the value of HR is delivered in every interaction Is courteous and demonstrates composure and balance while handling employee queries In built moral compass and ensures privacy and confidentiality Demonstrates composure and balance while interacting with an irate employee EXPERIENCE REQUIRED
Graduate with 2-3 years of HR experience or Post-graduate in HR with 1 year experience Experience of working as an HR generalist or practical experience of handling employee HR activities e.g. payroll, performance management Full time