Senior Associate, HR Shared Service

The Senior Associate, HR Shared Service is responsible providing subject matter expertise and processing support for Recruiting, Onboarding, Learning and Development HR function specialty area across EMEA region. He/she will provide general knowledge of a Recruiting, Onboarding Learning and Development area, as well as proven technical skills and experience to address inquiry and issue resolutions or complex transactions for all escalations from the HR Contact Center Team or as requested by a Supervisor.

• Handle end to end processing of Recruiting, Learning and Development transactions and inquiries related to Customer Journeys to the organization due to their complexity and impact to customer experience 
• Accurately respond to employee and management inquiries 
• Respond to escalated questions; escalate more complex questions to Functional Supervisor for guidance/support
• Work with Recruiting and Onboarding COE Specialists on a regular basis to resolve employee, People Leader and Union/Work Council Leader inquiries and concerns 
• Accountable for increased integrity and accuracy in the timely response to customer inquiries, issues and/or transactions 
• Adhere to relevant Recruiting, Learning and Development metrics to by functional area to track performance 
• Responsible for promoting the customer experience and increased satisfaction through efficient and courteous service
• Identify and analyse options and provides recommendations for system and process enhancements, improvements, and innovative solutions to meet the needs of learners
• Work closely with business stakeholders to lead the ongoing design, configuration, testing and deployment of the HCM Recruitment, Onboarding, Learning and Development module based on business needs

Professional background:

• Proven ability to deliver in a contact/service center or Shared Services for issue/inquiry resolution and transaction processing 
• Demonstrated understanding of subject matter of own functional area 
• Familiarity with HR policies, practices, and procedures related to designated area of functional expertise 
• Strong analytical skillset with an ability to generate innovative and creative ideas as input to problem solving 
• Performs analyses to highlight trends, process issues and potential solutions regarding a Recruiting HR functional area, channeling these to the respective CoE through his/her manager and the Continuous Improvement Specialist 
• Effective communication skills to work with employees at all levels to explain programs/policies and resolve problems 
• Ability to work with customers and key stakeholders (e.g. COEs, HRBP) to identify problems and develop an approach for solutions 
• Ability to work with confidential and sensitive material; able to work with a high degree of accuracy, often in time-critical situations 
• Experience in coordinating projects within Shared Services and ensuring these projects meet the overall strategic vision of the department 
• Associated degree is required in Communication, Human Resources, Business Administration or other related fields to Recruiting HR functional area.

Key abilities:

• Speaking English and German fluently
• Ability to conduct individual working routine
• Confident in facilitating virtual meetings
• Communicating effectively on phone and in e-mail as well
• Paying attention to details related to employee questions and data accuracy
• Showing flexibility with staff scheduling and time zone differences

Key Characteristics:

• self-driven & independent
• analytical, result-oriented structured way of working
• excellent interpersonal skills
• precise working method
• technology skilled
• human centric mindset
• learning ability 
• accountability
• customer focused (Consistent, high quality & professional customer service)

Desirable skills:

• Knowledge and understanding of various HR processes
• Continuous improvement 
• Project Management 
• Negotiation
• Provide HR counseling to customers
• Working interregional
• Flexible to scheduling changes and time zones
• Effective decisions making