Job Summary: Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.
TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.
These services are delivered from our centers in China, India, Poland and Philippines.The TSS Senior Associate is responsible for completing assigned HR functional transaction or work activities of Badges Administration Team in accordance with the established policies, procedures and service level agreements of GDS whilst building positive and productive relationships with customer representatives. This role may provide service delivery in respect of specific or combined HR functions (Recruitment Support, Onboarding Support, People Data Administration, Learning Administration and Performance Management).
The Senior Associate develops and maintains an advanced understanding and knowledge of the GDS procedures and approach for assigned area(s). He/she may assist or fill in during the absence of the Supervisor.Essential Functions of the Job:
Ø Attends to HR functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures
Ø Ensures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed
Ø Develops and maintains an advanced understanding and knowledge of GDS procedures and approach for their assigned area(s)
Ø Processes and/or reviews more complex transactions; performs duties and responsibilities with limited supervision
Ø Ensures all new process updates are incorporated while processing transactions
Ø Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines
Ø Participates in peer-level review of deliverables as assigned; records and reports both positive and negative findings
Ø Assists the Supervisor as requested such as monitoring status of service delivery queues and resource planning; provides assistance to less experienced team members
Ø Fills in during the absence of the Supervisor (if needed)
Ø Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
Ø Responds to emails and enquires in a timely manner
Ø Prepares and contributes to reporting as directed
Ø Participates in the on-boarding of new recruits from a training perspective as requested
Ø Actively participates and completes the performance management and development plan activities
Ø Identifies potential areas for process improvements and makes recommendations to Supervisor; initiates and/or participates in process improvement initiatives
Ø Assists with GDS initiatives and other projects as assigned
Ø Ensures GDS organizational policies and processes are followed
Key tasks for TSS BAT (Badges Administration Team):Ø Review and process Badges submissions:
Review and approve awards of Badges based on documentation submissions received from EY learners
Liaise with Badge subject matter resources
Liaise with EY learners regarding submission queries and general Badges questions
Liaise with Global Learning Deployment team to escalate issues and administer appeals process
Review and process Tech MBA submissions
Administer Badge awards in SAP SuccessFactors
Ø Review and process Tech MBA submissions:
Review and validate Tech MBA submissions for completeness
Prepare and submit application packs to Hult University
Liaise with EY learners regarding application queries and general Tech MBA questions
Liaise with Hult University regarding Tech MBA submissions and respond to requests for additional information
Liaise with Global Learning Deployment team to escalate issues and administer appeals process
Review and validate legacy Badges awarded in 2017-20, including gathering and reviewing evidence
Administer Tech MBA awards in SAP SuccessFactors
Ø Build and maintain learner-facing content pages for Badges in SAP SuccessFactors JAM
Create new, revise existing and retire existing JAM content pages using pre-defined templates, according to periodic cycle
Knowledge and Skills Requirements:Ability to develop comprehensive understanding of concepts of EY Badges and Tech MBA
Ability to develop in-depth knowledge in the assigned processes, and to follow them consistently and efficiently
Excellent communication skills (customer service background preferred, must be comfortable dealing direct with end users, internal and external stakeholders over email and telephone)
Fluent verbal and written English
Ability to closely follow checklists and detailed instructions to review and assess written submissions in English
Strong organization, analytical and problem-solving skills; logical flow of thought and process orientation
Strong attention to detail
Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical
Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
Proficiency with HR specific technology (SAP SuccessFactors and ServiceNow a plus, though training will be provided)
Proficiency with firm standard technology such as Microsoft Office suite
Experience of marking or assessing test papers in an educational environment a plus
Supervision Responsibilities:No direct supervision responsibilities
Other Requirements:Ø Flexibility in working hours to accommodate multiple time zones as needed
Ø May need to work extra hours in case of special customer requirements
Job Requirements:
Education:
Ø Bachelor's degree or above from commercial, business or HR related discipline
Experience:
Ø 2+ to 4+ years work experience preferred including Shared Services/BPO and/or HR Operations experience
Certification Requirements:
Ø None specifically noted
