Specialist/Senior Specialist Employee Services

Roles and Responsibilities:

Assist employees of S+ clients with queries pertaining to their employment with their employer. Ensure timeliness and quality- related SLAs are adhered to. Support the client employee with answering queries/supporting with:

- Leave management

- Benefit administrations

- Employee insurance management (Health & life)

- Organization administration (updating reporting line, org. codes, approved structure)

- Pension management

- Any other general employee queries (E.g. letters)

• Manage all incoming queries via all methods of communications that may exist within the organization.

• Develop and optimize escalation processes and matrices

• Ensure the agreed SLAs for both internal and external activities are adhered to and met, during processing of all requests.

• Escalate matters that need immediate attention of the team lead or account manager. Determine root cause of issues and communicate appropriately to internal and external customers

• Through understanding of the assets HR policy & HR matrix deliverables for the assets.

• Support any investigations for disciplinary and grievance issues according to the business code of ethics and the policies and procedure of the organization

• Prepare employee related records / reports and ensure the information available on the system is always accurate.

• Modify & amend any changes in existing employee forms, introduce new forms to facilitate smooth operations and ease of administration.

• Analyse employee data including leaves, service performance, and other information

• Leverage knowledge of operations, processes and day to day issues and provide support in drafting standard operating procedures for ES