Provide end to end HR Operations support to employees , line managers, and local HR.
Principal Accountabilities:
Execution of Complex Local HR Processes, in line with existing policies and procedures, assuring high quality data management in Shell People, as well as documentation, including on-going support to employees
Management of cases according to established ways of working, including:
Using the EIC (Employee Interaction Centre) tool to log queries and updates, create tickets and ensure closure of tickets,
WIP 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.
Escalating complex queries to senior advisors, SME’s and policy teams.
Acting as a country or process focal point.
Representing the team on various forums and effectively presenting team's perspective.
Lead / Participate in local and global projects.
Liaising with HR Business Partners, HR in the Country, Employees, and Line Managers, as required in order to resolve cases.
Building partnerships with HR Partners (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.
Providing input for Knowledge Management within the team (including creation and ownership of documentation/job aids).
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.
Acting as a role model in applying work principles and processes, as well as when dealing with clients.
Assisting less experienced colleagues with their complex daily operational issues.
Knowledge sharing and organizing/delivering trainings for the team when needed. Leading trainings for New Joiners
Providing constructive feedback to team members about their performance including noted areas of competence and development.
Acts as back-up / stand-in for Team Lead / Team Managers during absences
Key Challenges:
Specific challenges of operating in this environment include:
Perform effectively with customer focus in a culturally diverse environment.
Need to prioritise across varied and dynamic workload with respect to deadlines.
Handling complex, sensitive and confidential individual cases with minimal supervision.
Knowledge and understanding of global, local (country specific) and location-specific HR policies and processes.
Ability to manage demanding stakeholders.
Demonstrating drive for improvements by addressing issues/gaps and implementing new solutions.
Acting as change management ambassador for any changes to ways of working and/or processes.
High level of ownership, resilience, empowerment and discretion to manage and resolve issues raised by employees line managers, local HR in a quick and effective way.
Requirements
Job Knowledge, Skills & Experience:
Fluent in SPANISH and ENGLISH (Good command, both written & oral)
Tertiary qualification – preferably in HR or Business Administration.
Minimum 2-3 years work experience – previous experience in Shared Service, Call Centre, Service environment is an advantage.
Knowledge in SAP is added advantage.
Exposure to an administration and /or services oriented position preferable.
Experience in service excellence.
Strong IT skills (Microsoft suite of products).
Expertise in local policies.
Stakeholder management skills.
Experience in change management is an advantage.
Ability to work on complex cases individually with minimal supervision.
Company Description
Start Something RemarkableShell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.
Disclaimer
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.Shell is an Equal Opportunity Employer.
Employment Type
Fixed Term
Work Location
Manila
SBO Location
Manila
