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