Reporting to Canada Operations Team Lead (HR Advisors in Operations), and mainly accountable for providing end to end HR Operations support to employees, line managers, and local HR. Execution of various Local HR Processes, in line with existing policies and procedures, ensuring high quality data management in Shell People, as well as documentation, including on-going support to employees.
Reporting to Canada Operations Team Lead (HR Advisors in Operations), and mainly accountable in providing end to end HR Operations support to employees, line managers, and local HR.
Specific accountabilities include: Execution of various Local HR Processes, in line with existing policies and procedures, ensuring high quality data management in Shell People, as well as documentation, including ongoing support to employees. Management of cases according to established ways of working, including: Using the Salesforce tool to log queries and updates, create tickets and ensure closure of tickets, Work in Progress management, keeping customers updated on the status of open cases, Taking ownership of end-to-end processes, Handing-off cases to other teams in HR Services as required, Dealing with third party service providers, Meeting established KPI's and SLA's. Liaising with HR Advice, HR in the Country, Employees, SFPis, and Line Managers, as required in order to resolve cases. Building partnerships with HR Partners (SFPis,HRitC, HRitB, GOS and other HR Services teams) by clarifying policies and procedures, giving and asking for updates on case status, gathering missing data necessary for case processing, identifying best practices and knowledge sharing. Sharing best practices within the team, striving for continual improvement in service delivery, participating in improvement initiatives. Adhering to the Global Approval Matrix (GAM) and Financial Control Manual (implementing all established financial controls in daily work) & Data Privacy rules, including reporting all FCM & Data Privacy breaches. Perform other duties as required. Specific challenges of operating in this environment include:
Performing timely, accurately and effectively to deliver with a constant and demanding workload Customer focus in a culturally diverse environment and adhering to Beyond Service Excellence principles. Building a good level of HR knowledge (e.g. Shell Canada policy and procedures etc) as required for successful execution of the role Strong SAP knowledge is plus, if not will need to be built quickly. Need to be familiar with and have high awareness of geographical HR policies, needed to support their population (i.e. Global vs Local knowledge). High level of ownership, employee centricity, resilience, empowerment and discretion to manage and resolve issues raised by employees, line managers, local HR in a quick and effective way. Job Knowledge, Skills & Experience: Tertiary qualification – preferably in HR or Business Administration. Previous experience in Shared Service, Call Center, Service environment is an advantage. Exposure to an administration and /or services-oriented position preferable. Experience in service excellence. Fluent in English and French. Strong IT skills (Microsoft suite of products). Work rights The opportunity is available to applicants in any of the following categories.
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