A GPS Tier 1 Support is responsible for efficiently managing and resolving employee inquiries and issues related to HR policies, benefits, and other HR-related matters. This role involves handling processes on Invoicing, Compliance, Documentation, Reporting and Case Management.
Accountabilities:
Case Management:
- Receive, log, and track HR-related cases and inquiries from employees through myHR and CXone.
- Prioritize and manage a high volume of cases, ensuring timely resolution according to service level agreements (SLAs).
Issue Resolution:
- Provide accurate and timely responses to employee inquiries, offering solutions or directing them to the appropriate resources.
- Collaborate with other HR teams, such as payroll, benefits, and recruitment, to resolve complex cases.
- Escalate cases to higher levels of HR support or management when necessary.
Documentation and Reporting:
- Maintain detailed and accurate records of all cases, including the actions taken and outcomes.
- Generate reports on case volumes, types, and resolution times to support continuous improvement initiatives.
- Maintenance (Update, Remove and add) of all process documents related to the role
HR Policy and Process Guidance:
- Provide guidance to employees on HR policies, procedures, and systems.
- Educate employees on the use of self-service tools and resources.
Continuous Improvement:
- Identify trends in case types and recommend process improvements to reduce recurring issues.
- Participate in training and development to stay updated on HR policies, systems, and best practices.
- Investigate and identify the underlying causes of issues within processes, developing corrective actions, and implementing solutions to prevent recurrence and improve overall performance.
Customer Service:
- Deliver a high level of customer service, ensuring that employees feel supported and valued.
- Handle sensitive information with confidentiality and professionalism.
Compliance and Risk Management:
- Ensure that all case resolutions comply with company policies, legal requirements, and regulatory standards.
- Identify and report potential risks or issues that could impact the organization.
- Oversee and coordinate compliance background screening processes for new hires and existing employees
***In the event of business need, Tier 1 Support will handle or assist with the task and responsibilities usually managed by the Data Admin Team
Qualifications:
- Bachelor’s Degree holder
- Basic understanding of HR principles, policies, and practices.
- Effective communication skills to interact with employees, managers, and various teams. Clear and concise communication of HR-related information and updates.
- Analytical and problem-solving skills to address routine HR inquiries and tasks.
- High level of attention to detail for accurate data entry and recordkeeping.
- Ability to work collaboratively in a team environment and assist in various HR-related tasks.
- Customer service mindset to handle employee inquiries in a professional and helpful manner.
- Proficiency in basic computer applications and HR software.
- Ability to adapt to a dynamic work environment and learn new HR processes.
- Effective time management skills to handle multiple tasks and meet deadlines.
- Understanding and commitment to maintaining the confidentiality of HR-related information.
- Awareness of and adherence to compliance standards and regulations related to HR services. Ensuring that HR practices align with legal and organizational requirements.
- Eagerness to learn and develop skills in the HR field.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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