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HR Help Desk Advisor (Tier 1 People Manager Advisor) - Additional European Languages Required

Req #: 1702085
Location: Birmingham, England UK
Other Locations:
Job Category: Business Services
Job Description

Please note that we are not actively recruiting for this role, by clicking apply, you are registering your interest in future vacancies.

 

This role sits within our newly transformed HR function and you will be part of Mondelez Business Services (MBS) supporting the business across a range of HR activity from Hire to Retire (HTR).  MBS is a Key Driver of the HR Strategy which drives top tier financial performance and creates a great place to work by leading the agenda on Talent, Leadership, Culture, and Organisation Capabilities.

 

The objectives and guiding principles for MBS Hire to Retire include:

  • Focus on excellent customer service while providing a great place to work through an outcome based, knowledgeable and engaged HR services organisation
  • Integrate our global scale with simplified and standardised processes and technologies
  • Promote common ways of working with the positive end user experience in mind
  • Build a continuous improvement culture
  • Provide a talent pool for HR
  • Implement non-negotiable control and compliance standards

 

Responsible for being the first point of contact for people managers throughout all functions and regions in MBS scope and a trusted advisor to them regarding all people management related queries and requests.

 

Key Responsibilities:

  • Manage area tier 1 service desk teams effectively to ensure that team objectives are met. Lead  coach & develop team members
  • Advise and coach people managers on execution of policy and process and the role played by the line manager, retained HR and MBS (this includes responding to general queries)
  • For requests that require follow up, open a “case”, monitor progress through to resolution and respond to requestor.
  • Provide customer service support on tier 1 level (telephone)
  • Log each query in the case management tool, resolve query/request by involving corresponding HTR Service teams
  • Provide high quality and timely customer service, ensuring all requests are fully understood.  For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
  • Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action
  • Accurate collection of case details and employee data
  • Provide general information to target audience on policies and procedures, and answer questions based on FAQs
  • Provide feedback and propose improvements to Knowledge Base (KB) Snr Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
  • Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
  • Collaborate with other HTR  Service Specialists (tier 2) to solve more complex queries or work on requests
  • Advise and coach people managers on execution of policy and process and the role played by the line manager, retained HR and MBS (this includes responding to general queries)
  • For requests that require follow up, open a “case”, monitor progress through to resolution and respond to requestor.
  • Provide customer service support on tier 1 level (telephone)
  • Log each query in the case management tool, resolve query/request by involving corresponding HTR Service teams
  • Provide high quality and timely customer service, ensuring all requests are fully understood.  For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
  • Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action
  • Accurate collection of case details and employee data
  • Provide general information to target audience on policies and procedures, and answer questions based on FAQs
  • Provide feedback and propose improvements to Knowledge Base (KB) Snr Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
  • Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
  • Collaborate with other HTR  Service Specialists (tier 2) to solve more complex queries or work on requests
  • Provide high quality and timely customer service, ensuring all requests are fully understood.  For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
  • Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action
  • Accurate collection of case details and employee data
  • Provide general information to target audience on policies and procedures, and answer questions based on FAQs
  • Provide feedback and propose improvements to Knowledge Base (KB) Snr Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
  • Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
  • Collaborate with other HTR  Service Specialists (tier 2) to solve more complex queries or work on requests
  • Perform master shopper activities for HR, including consolidating, centralizing, and facilitating shopping activities. Providing the point of contact between HR and procurement, and ensuing compliance to policy

Qualifications
  • Educated to Degree Level or equivalent
  • Excellent written and verbal communication skills in native language (German) and English essential
  • Additional European language skills desirable (Polish)
  • Substantial experience in multiple areas of HR, expertise in HR Operational management
  • Experience of working in a global organisation and / or shared service organisation
  • Experienced of working with case management system
  • Sound knowledge in employee related topics of specific country/cluster of a country
  • Strong customer service-orientation
  • Excellent listening skills
  • Outstanding ability to ask questions based on end user scenario
  • Sound judgment skills to respond to all types of employee related questions
  • Ability to multi-task and manage fluctuating workload
  • Attention to detail
  • Sense of urgency
  • High operational excellence
  • Ability to work in team environment

Based in Bournville, Birmingham

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