Senior Associate, HR Shared Service

The Senior Associate, HR Shared Service guides employees through their lifecycle at Ford by advising them in any HR matters and completing administrative tasks in the internal systems. His/her goal is to ensure an excellent customer experience, which includes phone and chat support, transactional processes based on our operational documentation and service promise in order to provide end-to-end customer care. 

• Supporting employees and dependents, managers, HR management, government agencies and applicants.
• Accurately completing transactions, understanding the customer’s questions and issues, advising them in a professional way and handling their queries in a timely manner utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials
• Creating employment related documents that support the regulations of the country-specific legal environment
• Document all transactions, customer inquiries and their resolutions in the HR Contact Center case management technology application 
• Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs) 
• Increase HR subject matter knowledge seeking first call resolution, shorten call time and increase data quality.
• Escalate customer requests in a timely manner when additional research or analysis is necessary.
• Manage control through the transactions audit process  
• Being proactive in handling risks or process gaps that you face and involving the responsible teams to find a solution together.
• Initiating and leading process improvement projects to release capacity for the incoming new processes
• Mastering high-level process understanding of all teams and connections; initiating information flow between teams
• Any other duties as required by the line manager
• Ensure sickness absence cases are captured and the system is kept up to date.

Professional background:

• Desirable Bachelor’s Degree preferably in Human Resources, Business Administration, or other related fields
• Minimum 1-2 years of customer service, data processing or HR experience preferred

Key abilities:

• Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS) 
• Ability to identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunities
• Ability to drive to "first-time through" solutions 
• Proactivity
• Demonstrating positive attitude when facing difficulties
• Ability to communicate effective through written and oral communication and consistently deliver high quality customer service in a professional manner
• Demonstrated effectiveness when dealing with dissatisfied customers
• Ability to work as a team member in a specialized area with a diverse audience
• Ability to remain flexible with staff scheduling changes and time zones
• Fluent English AND German knowledge

Key Characteristics:

• dedicated to job
• 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 
• Effectiveness (First time through)
• Effective customers recovering
• Negotiation
• Provide HR counseling to customers
• Active Listening 
• Working interregional
• Flexible to scheduling changes and time zones
• effective decisions making