Responsibilities
• Responsible for shift schedule to include: work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations
• Managing operational issues during the shift and be able tomunicate it to Global Process Leaders and/or Stakeholders
• Responsible for managing workload during the shift and ensure it is distributed accordingly
• Conducts follow up for aging cases/ workflows and liaising with different departments to improve turnaround times
• Review processes and procedures to ensure efficiency of the HR Operations with coordination with Global Process Leaders
• Contribute to process re-engineer/ enhancements across the teams to improve efficiency and quality
• Circulate information to the staff to ensure correct and timely updates are cascaded
• Resolve escalated employee issues that are not being resolved within SLA or withinmitment in coordination with Global process Leader
• Partner with Global Process Leaders in engaging stakeholders and counterparts to discuss trends and any operational management issues during regular meetings
• Effectively lead shift through managing of workload and team members
• Proactively work with the management of People Services team to support successful delivery of global HR Delivery
• Work closely with Business Operations Manager and Global Process Leaders to drive continuous improvement culture and
• Contribute to a positive work environment through promotion of rewards and recognition, healthy collaboration, accountability, diversity and inclusion, flexibility, continuous improvement, creativity and fun
• Build relationships by managing ad-hoc project requests, gathering key stakeholder needs and sharing information to ensure team acts with a sense of urgency and aligns with expectations
• Responsible for overseeing and coordinating day to day People Services operational needs ( workload distribution, issues and escalations, etc.)
• Able to identify peak hours/ cyclical HR events and manage staffing needs as required
• Understand how systems are affected by business process change/transformation programmes
• Effectively handle escalations and be able to liaise with different departments to resolve the issues timely
• Able to identify reportable risks and be able to mitigate it through action plans and preventive measures
• Capable of generating reports, analyze trends/ data that supports day to day operational activities and be able to translate it into positive oues
• Able to assist teams in processing transactions during peak hours/seasons
• Increase performance of underperforming/ bottom performers through mentoring and coaching
• Develop and maintain effective working relationship with the team
• Motivate and develop the team(s) to ensure the required standards of performance are consistently achieved
• Conducts daily huddles with the Global Process Leaders to address issues of the team and customers
• Able to influence team members of the right culture and drive consistent achievement of SLAs and KPIs
Required Qualifications
Education:
Bachelor's Degree or equivalentbination of education and work experience
Experience:
3 years relevant experience
Licenses/Certifications:
Preferredpetencies/Skills
• Shared services skills
• Process improvement skills
• Coaching and Mentoring skills
• Strong project management and planning skills
• Problem solving and decision making
•puter literate with intermediate PC and administration skills
• Written and verbalmunication skills
• Ability to review and interpret data
• A good balance of conceptual and analytical thinking and problem solving skills
• Evidence of the practice of a high level of confidentiality
• Ability to translate policy and process into simple language
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required toply with equal employment opportunity legislation in each jurisdiction it operates. Job ID 323096