Customer Management Association (CMA)

· Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and/or practices

· Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing fast data-entry

· Prepare and complete accurate work and update customer ticket via system

· Effectively transfer misdirected customer requests to the appropriate party

· Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.

· Analyze and solve HR questions: Policies, procedures, collective agreements etc.

· Provide HRIS Navigation Support to our clients

· Archive documents in Employee Files

· Maintain a basic knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

Data Management (DMA)

· Perform HRIS system data entry including the data entry part related to larger process: Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.

· Perform Mass Uploads and mass controls

· Contract Management

· Produce Employee Letters regarding changes made into the system

· Complete audit controls related to data quality

· Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)

· Complete scheduled data-entry activities: Terminations, bonuses etc.

In addition and irrespective of your primary function, you will be encouraged to:

· Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

· Participate in activities designed to improve customer satisfaction and business performance.

Skills and Experience

NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

We offer:

· Local Benefits 1: mandatory social security, housing found

· Local Benefits 2: paid annual leave and sick leave

· Local Benefits 3: group insurance

You have:

· High School diploma or equivalent

· 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.

· Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

· A good understanding of external, client and internal compliance requirements

· Good Excel, PowerPoint, and Word skills

· A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently

· An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role

· The ability to follow NGA HR Customer Service standards

· The ability to demonstrate excellent customer service/support skills

· The ability to demonstrate excellent written and oral communication skills

· Reasonably proficient in English language

It would be desirable if you also have:

· Willingness to rotate shifts, as needed

· The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

Key Competencies and Description

● Be Accountable: Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook

● Solve Problems: Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable

● Take Ownership: Seek clarity of role and understand individual and team objectives

● Be Client Centric: Meet the expectations of clients and understand the balance between external and internal clients

● Be Effective: Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values

客户管理协会（CMA）

·使用NGA HR政策、程序和/或实践，通过现场聊天、语音和电子邮件提供出色的员工体验

·以较高的第一次呼叫解决率（FCR）处理用户查询和“实时”事务，包括执行快速数据输入

·准备并完成准确的工作，并通过系统更新客户票据

·有效地将错误的客户请求转移到适当的一方

·分析和解决人力资源系统问题：人力资源管理，考勤，组织管理，工资等。

·分析和解决人力资源问题：政策，程序，集体协议等。

·为客户提供HRIS导航支持

·在员工档案中存档文档

·掌握NGA人力资源服务的基本知识：人力资源管理、人才管理等。

数据管理（DMA）

·执行HRIS系统数据输入，包括与更大流程相关的数据输入部分：在薪资管理（如需要）、人力资源管理（WFA）、时间和出勤等部门的支持下进行预薪资。

·执行批量上传和批量控制

·合同管理

·制作有关系统变更的员工信函

·完成与数据质量相关的审计控制

·使用预先创建的报告和符合服务声明（SoS）的数据相关的简单报告

·完成预定的数据输入活动：终止、奖金等。

此外，无论您的主要职能是什么，我们都鼓励您：

·提出解决问题的方法，以便更好地为客户服务和/或提高生产力

·参与旨在提高客户满意度和业务绩效的活动。

技能和经验

NGA人力资源部为您提供了一个独特的机会，让您在一个充满活力、敏捷且不断发展的组织中建立职业生涯，同时也拥有真正的全球客户关系和广泛的机会。

在NGA HR，我们致力于我们的客户，我们作为一个单一的全球团队，在我们所做的每一件事上都力求卓越和创新。与NGA交谈，发现机会的世界对你意味着什么。

我们提供：

·地方福利一：强制社保、住房发现

·当地福利2：带薪年假和病假

·当地福利3：团体保险

您有：

·大学文凭或同等学历

·1-2年在人力资源咨询、人力资源外包或公司环境中管理薪资、健康福利或其他人力资源服务的相关经验。

·良好的人力资源信息系统知识：有Workday、SAP或PeopleSoft知识者优先

·对外部、客户和内部合规要求有很好的理解

·良好的Excel、PowerPoint和Word技能

·充分了解可用的工具/系统如何实现卓越服务的交付，以及有效和一致地使用这些工具和系统的能力

·了解适用于自身角色的服务范围和关键绩效指标（KPI）

·遵守NGA HR客户服务标准的能力

·展示优秀客户服务/支持技能的能力

·具有良好的书面和口头沟通能力

·相当精通英语

如果您还拥有：

·愿意根据需要轮班

·在团队环境中协作和工作的能力，以及独立工作和做出正确决策的能力

关键能力和描述

●负责任：有效沟通并产生预期效果，理解自己行为的责任，具有积极的幽默感和观点

●解决问题：识别问题并将其升级，提出创造性的想法，理解变化并具有适应性

●当家作主：明确角色，理解个人和团队目标

●以客户为中心：满足客户的期望，了解外部和内部客户之间的平衡

●有效：了解优先事项并展示您单独设定优先事项的能力，了解运营流程并了解NGA HR方式和价值观