Customer Management Association (CMA)

· Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and/or practices

· Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing fast data-entry

· Prepare and complete accurate work and update customer ticket via system

· Effectively transfer misdirected customer requests to the appropriate party

· Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.

· Analyze and solve HR questions: Policies, procedures, collective agreements etc.

· Provide HRIS Navigation Support to our clients

· Archive documents in Employee Files

· Maintain a basic knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

Data Management (DMA)

· Perform HRIS system data entry including the data entry part related to larger process: Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.

· Perform Mass Uploads and mass controls

· Contract Management

· Produce Employee Letters regarding changes made into the system

· Complete audit controls related to data quality

· Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)

· Complete scheduled data-entry activities: Terminations, bonuses etc.

In addition and irrespective of your primary function, you will be encouraged to:

· Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

· Participate in activities designed to improve customer satisfaction and business performance.

Skills and Experience

NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

We offer:

· Local Benefits 1: mandatory social security, housing found

· Local Benefits 2: paid annual leave and sick leave

· Local Benefits 3: group insurance

You have:

· High School diploma or equivalent

· 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.

· Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

· A good understanding of external, client and internal compliance requirements

· Good Excel, PowerPoint, and Word skills

· A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently

· An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role

· The ability to follow NGA HR Customer Service standards

· The ability to demonstrate excellent customer service/support skills

· The ability to demonstrate excellent written and oral communication skills

· Reasonably proficient in English language

It would be desirable if you also have:

· Willingness to rotate shifts, as needed

· The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

Key Competencies and Description

● Be Accountable: Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook

● Solve Problems: Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable

● Take Ownership: Seek clarity of role and understand individual and team objectives

● Be Client Centric: Meet the expectations of clients and understand the balance between external and internal clients

● Be Effective: Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values

客戶管理協(xié)會（CMA）

·使用NGA HR政策、程序和/或實踐，通過現(xiàn)場聊天、語音和電子郵件提供出色的員工體驗

·以較高的第一次呼叫解決率（FCR）處理用戶查詢和“實時”事務，包括執(zhí)行快速數(shù)據(jù)輸入

·準備并完成準確的工作，并通過系統(tǒng)更新客戶票據(jù)

·有效地將錯誤的客戶請求轉移到適當?shù)囊环?br>

·分析和解決人力資源系統(tǒng)問題：人力資源管理，考勤，組織管理，工資等。

·分析和解決人力資源問題：政策，程序，集體協(xié)議等。

·為客戶提供HRIS導航支持

·在員工檔案中存檔文檔

·掌握NGA人力資源服務的基本知識：人力資源管理、人才管理等。

數(shù)據(jù)管理（DMA）

·執(zhí)行HRIS系統(tǒng)數(shù)據(jù)輸入，包括與更大流程相關的數(shù)據(jù)輸入部分：在薪資管理（如需要）、人力資源管理（WFA）、時間和出勤等部門的支持下進行預薪資。

·執(zhí)行批量上傳和批量控制

·合同管理

·制作有關系統(tǒng)變更的員工信函

·完成與數(shù)據(jù)質量相關的審計控制

·使用預先創(chuàng)建的報告和符合服務聲明（SoS）的數(shù)據(jù)相關的簡單報告

·完成預定的數(shù)據(jù)輸入活動：終止、獎金等。

此外，無論您的主要職能是什么，我們都鼓勵您：

·提出解決問題的方法，以便更好地為客戶服務和/或提高生產力

·參與旨在提高客戶滿意度和業(yè)務績效的活動。

技能和經驗

NGA人力資源部為您提供了一個獨特的機會，讓您在一個充滿活力、敏捷且不斷發(fā)展的組織中建立職業(yè)生涯，同時也擁有真正的全球客戶關系和廣泛的機會。

在NGA HR，我們致力于我們的客戶，我們作為一個單一的全球團隊，在我們所做的每一件事上都力求卓越和創(chuàng)新。與NGA交談，發(fā)現(xiàn)機會的世界對你意味著什么。

我們提供：

·地方福利一：強制社保、住房發(fā)現(xiàn)

·當?shù)馗＠?：帶薪年假和病假

·當?shù)馗＠?：團體保險

您有：

·大學文憑或同等學歷

·1-2年在人力資源咨詢、人力資源外包或公司環(huán)境中管理薪資、健康福利或其他人力資源服務的相關經驗。

·良好的人力資源信息系統(tǒng)知識：有Workday、SAP或PeopleSoft知識者優(yōu)先

·對外部、客戶和內部合規(guī)要求有很好的理解

·良好的Excel、PowerPoint和Word技能

·充分了解可用的工具/系統(tǒng)如何實現(xiàn)卓越服務的交付，以及有效和一致地使用這些工具和系統(tǒng)的能力

·了解適用于自身角色的服務范圍和關鍵績效指標（KPI）

·遵守NGA HR客戶服務標準的能力

·展示優(yōu)秀客戶服務/支持技能的能力

·具有良好的書面和口頭溝通能力

·相當精通英語

如果您還擁有：

·愿意根據(jù)需要輪班

·在團隊環(huán)境中協(xié)作和工作的能力，以及獨立工作和做出正確決策的能力

關鍵能力和描述

●負責任：有效溝通并產生預期效果，理解自己行為的責任，具有積極的幽默感和觀點

●解決問題：識別問題并將其升級，提出創(chuàng)造性的想法，理解變化并具有適應性

●當家作主：明確角色，理解個人和團隊目標

●以客戶為中心：滿足客戶的期望，了解外部和內部客戶之間的平衡

●有效：了解優(yōu)先事項并展示您單獨設定優(yōu)先事項的能力，了解運營流程并了解NGA HR方式和價值觀