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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