Senior Associate, HR Shared Service

<p><strong>Location</strong>: Váci Greens</p> <p><strong>Grade</strong>: GSR 6</p> <p>Full-time</p> <p>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.</p> <ul> <li><span>Supporting employees and dependents, managers, HR management, government agencies and applicants.</span></li> <li><span>Accurately completing transactions, understanding the customer’s questions and issues, advising them in a professional way and handling their queries in a timely manner</span> <span>utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials</span></li> <li><span>Creating employment related documents that support the regulations of the country-specific legal environment</span></li> <li><span>Document all transactions, customer inquiries and their resolutions in the HR Contact Center case management technology application </span></li> <li><span>Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs) </span></li> <li><span>Increase HR subject matter knowledge seeking first call resolution, shorten call time and increase data quality.</span></li> <li><span>Escalate customer requests in a timely manner when additional research or analysis is necessary.</span></li> <li><span>Being proactive in handling risks or process gaps that you face and involving the responsible teams to find a solution together.</span></li> <li><span>Initiating and leading process improvement projects to release capacity for the incoming new processes</span></li> <li>Any other duties as required by the line manager</li> </ul> <p><strong>Desirable skills:</strong></p> <ul> <li>Knowledge and understanding of various HR processes</li> <li>Continuous improvement </li> <li>Effectiveness (First time through)</li> <li>Effective customers recovering</li> <li>Negotiation</li> <li>Provide HR counseling to customers</li> <li>Active Listening </li> <li>Working interregional</li> <li>Flexible to scheduling changes and time zones</li> <li>effective decisions making</li> </ul> <p><strong>Professional background:</strong></p> <ul> <li>Desirable Bachelor’s Degree preferably in Human Resources, Business Administration, or other related fields</li> <li>Being curious about HR processes and employee-focused operations and have 0-3-year experience within customer service or HR</li> </ul> <p><strong>Key abilities:</strong></p> <ul> <li>Speaking English and German fluently</li> <li>Communicating effectively on phone and in e-mail as well</li> <li>Paying attention to details related to employee questions and data accuracy</li> <li>Showing flexibility with staff scheduling and time zone differences</li> <li>Proficient/intermediate understanding of MS Excel and Word</li> </ul>