Company: Shell Skills: HR - General Education: High School/Secondary Location: Makati, Metro Manila, Philippines
Provide end to end HR Operations support to employees, line managers, and local HR.
Execution of complex Local HR Processes, in line with existing policies and procedures, assuring high quality data management in Shell People, as well as documentation, including on-going support to employees.
Management of cases according to established ways of working, including: 1) Using the EIC (Employee Interaction Centre) tool to log queries and updates, create tickets and ensure closure of tickets 2) WIP management, keeping customers updated on the status of open cases 3) Taking ownership of end-to-end processes 4) Handing-off cases to other teams in HR Services as required 5) Dealing with third party service providers 6) Meeting established KPIs and SLAs.
Timely escalation of complex queries to senior advisors, SMEs and policy teams. Acting as a country or process focal point if necessary.
Liaising with HR Business Partners, HR in the Country, Employees, and Line Managers, as required in order to resolve cases. Building partnerships with HR Partners (HRitC, HRitB, GOS and other HR Services teams) by clarifying policies and procedures, giving and asking for updates on case status, gathering missing data necessary for case processing, identifying best practices and knowledge sharing.
Providing input for Knowledge Management within the team (including creation and ownership of documentation/ job aids). Ensuring the info in Knowledge Management is up-to-date. Sharing best practices within the team, striving for continual improvement in service delivery, participating in improvement initiatives. Adhering to the Global Approval Matrix (GAM) and Financial Control Manual (implementing all established financial controls in daily work) & Data Privacy rules, including reporting all FCM & Data Privacy breaches.
"Answers employee queries: ""How to?"", ""Request Info"". Executes well documented process to be followed, with clearly defined decision points.
Nature of work requires understanding of clearly documented HR policies, processes, & systems. Works within well-defined and standardized procedures and practices and is supervised on progress and results by manager.
Executes process steps in Workday, managing entries in Shell People.
Skills & Requirements
Tertiary qualification - preferably in HR or Business Administration.
Fresh graduates are welcome to apply; At least 1 year of work experience is an advantage
Previous experience in Shared Services, Call Centre, Service environment is an advantage
Exposure to an administration and /or services-oriented position is preferable