Executive HR Helpdesk

仕事内容

Executive HR Helpdesk – HRSS

Role Purpose

To provide the first line of support to British Council employees, delivering quality customer service, issue triage and effective ticket management to ensure that enquiries regarding SAP SuccessFactors processes and data are answered/ addressed timely.

As the front line of HR Services, this role is key in ensuring that British Council employees know where and how to manage processes and that complex issues are assigned to the correct user group.

About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Geopolitical/SBU/function Overview

The British Council is undergoing a tremendous amount of change. Critical to the success of these change programmes is the People and Organization Work Plan. Under HR’s proposed work plan, there are four key themes, a mixture of supporting transformation and getting the basics right: Culture, Values & leadership; Organisational Design; Building our Global Workforce and Fit for Purpose HR.

The “Fit for Purpose” HR is a key area of the People and Organisation Change Strategy; its focus is on delivering efficient, effective and appropriate HR services to the British Council worldwide. The early work is also aligned with necessary contributions to various Programmes, mastered people data and the management of a number of key risks. The critical piece of work will be the acquisition, configuration and rollout of a global HR Information System (HRIS).

The HR helpdesk administrator will be the first point of contact for users of the new SuccessFactors HR system, working as a conduit between employees, managers, Local HR and HR systems teams to ensure that enquiries are managed effectively.

Environment

• 24*7 operations in Noida (NCR).
• The role is required to work in team.
• The overall process size is approximately 70 resources.
• Operations in three shifts.
• This is a secured process where access to personal belongings and mobile phones or any other electronic devices is restricted.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
  

Main opportunities/challenges for this role

• This role will provide critical support to a newly implemented system.
• It will provide critical support, both to system users (employees and managers) and to support teams (Local HR and HR Systems teams)
  

As a new service function, it will test and improve HR Service Centre processes and will be accountable for excellent customer service.

Accountabilities

Main accountabilities

• Provide 1st level support to the British Council staff via email, voice, Success factor tool & a mobile application.
• Resolve or assign HR administration issues raised by the British Council internal staff.
• Support in creating/ amending various contracts such as Joining, Internal Job Postings, international mobility.
• Support in creating/ amending positions on the portal.
  

Support in generating country level reports on various HR metrices

• Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
• Follow up with the concerned department/ customers across the globe (110+ countries) to ensure the customer query has been resolved via email or phone within the agreed service levels.
• Call back customers to update them about the status of their queries.
• Update required tools (CRM, excel sheets etc.) to record every customer interaction promptly.
• Develop and maintain positive relations with the British Council staff and HR teams.
• Support the team in delivering pre recruitment arrangements (includes sorting and shortlisting of applications) to the regional teams/ countries.
• Learn and support Pre Appointment screening of staff globally.
  

Other Key Skills

• Attention to detail to ensure right resolution of the query.
• Problem solving skills associated with an HR Administrative environment.
• Good Strong written and verbal communication skills
• Basic MS Excel and MS Word skillsMust be a highly motivated self-starter comfortable working in a fast paced environment
• Eager to learn and develop troubleshooting and customer service skills
  

Must have good time and task management skills

Role Requirements

Passport requirements/right to work in country

Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. Given that our offices have different legal status depending on the work we do in those countries, we recommend that you contact HR in country for additional information on the likelihood of securing a visa. Only at its discretion will the British Council provide support so please check first whether visa support is offered

Qualifications

• Graduate
• Desirable
  

MBA(HR)

Minimum/essential

Role specific knowledge and experience

• 1 year experience in HR department/ HR BPO after successful completion of MBA (HR).
• Intermediate English Communication Skills. (IELTS Band 6.5 and above equivalent)
  

Good Computer (MS office, typing and keyboard handling skills)

Desirable

• Understanding of Success factors/ C4C tool.
• Knowledge of customer service principles and practices
  

British Council values and behaviours

Our Values Are

British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process.

Open and Committed; Expert and Inclusive; Optimistic and Bold.

The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.