Job Description

As a Senior Specialist in the Employee and Manager Support Section of the Global Business Centre, you will be seen as a true expert in your field and able to implement high profile change initiatives, mediate and resolve the most complex ER issues including those that progress to outside mediation and tribunal stage. You will also be responsible for helping coach and develop a high performing, high potential team of specialists and administrators.

• Coaching and developing specialists and administrators in order to achieve agreed upon service levels, ensuring that all team members are skilled in each and every process.
• Ensuring excellent customer service is delivered to all customers at all times.
• Management of key projects from start to finish, both statutory and legal update requirements and company transformation / change programmes
• Acting as second point of escalation for any complex stakeholder issues, where guidance or the benefit of deeper experience is required and ensuring that all issues are dealt with in a prompt, professional and efficient manner.
• Managing the formal case cycle in the most complex or large-scale cases with legal implications and coordinate the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate.
• Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver
• Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times
• Ensuring all Tier 0 (self-service) information and guidance is up to date, relevant and accessible to all Employees and People Managers, by recommending legislative and statutory updates to existing Knowledge base articles and reviewing Virtual Agent chats to look for ways to improve our self-service offering
• Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon. This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc.
• Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered
• Owning your own workload through the analysis of current case load, identifying trends and undertaking improvement action
• Providing insightful, intelligent reporting to customers to support and maximise business performance
• Working with leaders across the GBSC and business HR to deliver and improve SLAs and performance, thereby demonstrating added value to the business
• Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services to all

Career Progression|Diversity Encouraged

• 5+ Year\'s Experience, Bachelors Degree, Knowledge of employment law
• Employees, Managers, HR Centre\'s Of Excellence, HR Business Partners, Operations, Finance, 3rd party vendors & Regulatory bodies
• Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
• In depth knowledge of ServiceNow and all of the advanced functionality it provides.
• Knowledge of relevant employment law, and local regulations and confident on training and advising others of the same - both within and outside of the GBS.

Our client is a multinational firm who has a SSC in Selangor. They are looking for a Employee Relations Senior Specialist to support the Europe Region (Working Hours: 2pm - 11pm).

• Exposure to MNC
• Career progression

Michael Page