***All resumes should be submitted in English**
JOB SUMMARY:
The HR People Support Administrator is part of the People Support Unit under the HR Support Section of the HR Service Center. This role reports to the HR People Support Team Lead. The HR People Support Administrator is responsible for providing HR customer service support to CARE employees attending to general HR inquiries and requests. This role handles general employee concerns covering the entire employee life cycle from hire to retire.
The HR People Support Administrator uses his/her knowledge in general HR and organizational policies in providing HR support to US and internationally-based staff. This role also coordinates with Payroll Team on matters pertaining to the processing of payroll.
Success in this position requires: excellent skills utilizing HR softwares and MS Office applications; ability to work at highly detailed and organized level; knowledge of HR principles and practices; demonstrated record of accuracy; customer service skills; excellent communication (verbal and written) skills; tactfulness and utmost diplomacy at all times; ability to treat all employees, vendors and candidates with dignity and respect; and ability to maintain a high level of confidentiality.
RESPONSIBILITIES:
Customer Experience and Help Desk
- Utilize knowledge of CARE's human resources programs, procedures & policies to respond to questions from all levels of the organization. Serve as the first point of contact for all HR related questions, troubleshoot and resolve employee concerns providing excellent customer experience. Create and disseminate tools and resources to help employee and managers. Respond to information needs and other requests from HQ Divisions, Regional Offices and Country Offices. Process incoming queries and requests from employees and other client groups in the Case Management System and other channels efficiently and in accordance with the Service Level Agreements (SLA). Troubleshoot and resolve issues as it relates to employee actions or information. Act as a backup resource for payroll entries and coordination to ensure employee data and actions are processed in an accurate and consistent manner.
HR Case Management Triage
- Systematically handle and prioritize inquiries and requests that are received on the HR Case Management System. Assess tickets to determine complexity and identify cases that need to be endorsed to Operations Support or to other HR teams for a more specialized resolution. Identify urgent and critical matters requiring immediate attention and promptly escalate for swift action.
HR Records Management
- Proficiently use the different HR systems. Encodes and updates employee information.
Review actions entered by employees or other HR users in the system to ensure accuracy and data integrity.
HR Policy Advisory
- Attend to employee inquiries around HR Policies, provide clarity and guidance for proper compliance. Provide primary advisory support to other P&C members for proper interpretation and application of HR policies and guidelines. Advisory support to Country Offices to be in line with the overall organizational HR policies and principles.
Administrative Process Enhancement
- Identify and implement improvement opportunities through analysis of current HR administrative processes. Collaborate with the HR Technical Team to apply improvements and enhancements on the system side. Participate in User Acceptance Testing to validate end to end process flow before enhancements are deployed in the system.
HR Audit Support
- Work closely with the HR Technical Team in generating audit reports. Document all findings in accordance with government & legal regulations and with divisional and unit policies and procedures. Report on audits with time frame for corrective actions. Respond to internal and external audit requests concerning employee records and information.
