Position Description:
Your main responsibilities as Consultant – Junior Consultant are as follows:
Key Responsibilities
. Function as the First point of contact for cases raised by the partners and/or managers via call or HR Service Center.
. Answer phone calls received in English and/or assigned supported language.
. Appropriately categorize, prioritize, assign and escalate cases to the correct provider group.
. Assist, where possible, in resolving HR related queries from partners /managers/non partners.
. Provide a positive image of CGI through his/her role.
. Deliver GBS H2R services on the assigned agreed processes to CGI partners around the world.
. Participate in all assigned GBS H2R projects and activities ensuring successful performance with GBS H2R Management.
. Ensure that set objectives are met as defined on the agreed performance metrics.
. Gather relevant detailed information regarding the queries.
. Ensure that appropriate measures are taken to preserve partner data confidentiality, and integrity in accordance with security policies.
. Maintain adherence to all company policies and procedures.
. Attend, participate and pass all scheduled and requested training events and assessments required to update/broaden knowledge relevant to the role.
Key objectives & deliverables
Service Delivery
. Process assigned basic as defined/identified by the H2R Service Center by responding to and resolving HR queries. Ensure resolution of outstanding issues of partners /managers/non partners and update database.
. Ensure that cases are assigned to the right provider groups.
. Perform, track and log related actions on the case.
. Perform case/contact follow up: Daily monitoring and timely action of own case.
. Attend team meetings and training classes regularly.
Quality
. Provide an exceptional partner experience at every contact by focusing on support, resolution and courtesy.
. Understand and show ownership in achieving the objectives on productivity, quality and resolution.
. Make an assessment of his/her skills and knowledge, make a reflection on what he/she wishes to develop.
. Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.
Responsibility to CGI
. Adherence to schedule and Compliance to attendance
. Respect for self, colleagues and management
. Compliance for CGI Security Policy and as well as CGI Code of Ethics.
. Demonstration of Initiative towards self development (active participation in individual and team training sessions).
Administrative
. Adherence to all company mandated responsibilities.
Skills:
HR Helpdesk / HR Administrator (Junior Consultant) • Taguig, Philippines
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