Senior HR Specialist

POSITION SUMMARY 

Report to Regional Total Rewards & Share Service Lead. Focus on delivering accurate, high quality, personalized customer service to employees, managers and HR professionals. Receives and responds to inquiries and transaction requests regarding payroll, benefits, policies, G&ME support and general human resources matters.  Administer assigned components of payroll processing to ensure completeness, accuracy and timeliness of payments for region. Liaise with Payroll Vendor, HR and Finance team member. 

MAIN RESPONSIBILITIES 

• HR Direct 
  • Regarding to inquires 
    • Provide guidance to assist the employees with self-service features of G&Me, enwure the inquiry is resolved. Determine when appropriate to escalate to functional specialist. 
    • Ensure that telephone calls, cases and chats are responded to in a professional and timely manner and enter all information into HR Service Centre tracking system 
    • Work closely with functional departments (e.g., C&B, Payroll, HR) to ensure process efficiency and the accuracy of information being utilized. 
  • Processing Transaction 
    •  Receive and process in-bound requests regarding personnel administration, payroll, benefit and Workday transactions.  
  • Research and Customer Follow-up 
    • Perform background research and follow-up activities needed to resolve requests that cannot be resolved at the time of initial contact. Conduct the necessary communications with GMI functional specialists and outside vendors, as appropriate, to resolve the issues and communication results/findings with the customer  
  • Process, Policy, and System Improvement 
    • Identify, report and troubleshoot any conditions relating to systems or service centre processes that may be adversely affecting customer satisfaction 
    • Suggest and assist in the implementation of methods of update, simplify and improve HR Direct processes, procedures and technologies to enhance service provided to customers or improve departmental effectiveness 
    • Recommend enhancements to G&Me or other employee communication pieces that will increase the comfort level of employees with finding answers to questions themselves with available resources. 
  • Payroll 
    • Follow payroll-related compliance 
    • Perform the day to day payroll processing activities 
    • Audit payroll data and correct data as necessary 
    • Provide level 2 inquiry payroll support for vendor, employee, managers and HR Direct and provide applicable guidance 
    • Escalates payroll issues to vendor as needed 
    • Provide guidance on payroll accounting, bank reconciliation issues and questions from Market accounting 
    • Pass and go through funding request to Treasury for payment 
    • Responsible for all regular reporting and reconciliations, payroll tax updates, including the oversight of all year-end activities 
    • Responsible for effective and efficient delivery of Payroll across network – deliver SLA’s, KPIs, metrics/measures 
    • Meet regional and local payroll regulatory requirements and ensure compliance with SOX requirements 
    • Mitigating risks related to : data privacy, security, visibility, other related regional concerns 
    • Accountable for transactional process work and data entry, ongoing HR process 
    • Provides maintenance for CRM enabling tools (case management, knowledge management, portal, telephony and records) 
    • Documentations- ensure local documentations is up to date for processes, regional documentations is maintained 
    • Testing-provide support for Testing (initial and any ongoing) 
  • HR Operation 
    • Work on the social security management and labour contract management 
    • On-boarding and separation process management 
    • Company sponsored commercial insurance management 
    • Other company welfare and benefit program implementation 
    • Any other HR operation jobs requested 

MINIMUM QUALIFICATIONS 

• Bachelor Degree  
• 3-5 years of  Payroll and Customer Service experience 
• Good interpersonal skills, strong prioritization skills, changes management skills 
• High level of collaboration 
• Ability to multi-task 
• Strong attention to detail as well as accuracy 
• Drive result by building high-trust relationships at all levels 

PREFERRED QUALIFICATIONS 

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