This role provides an excellent opportunity to apply your critical thinking and problem-solving skills in a dynamic and challenging environment. As a Senior Professional in Hiring Operations, you will deliver a superior employee experience to the employees across the firm on position management and hiring related queries. You will be required to adhere to established processes and guidelines in support of current employees as well as potential new hires. As part of your daily duties you will interact with employees at various levels related to a range of topics and/or issues (complex, sensitive, routine, etc.) requiring attention to detail and accuracy of work while maintaining a high quality standard and ensuring data integrity.
Job responsibilities
· Take inbound and make outbound calls to resolve employee inquiries
· Respond to employee inquiries through an online portal
· Communicate to employees through MS Teams, Zoom and inbound/outbound phone activities to help resolve complex inquiries
· Review/respond to employee requests according to established processes, policies, company guidelines and regulations
· Complete HR related transactions/activities adhering to company policy and guidelines
· Process assigned work activities timely and accurately
· Participate in testing of system enhancements before deploying into the production environment
· Respond to client feedback and escalations
· Lead department initiatives focusing on process improvement, project management
Required qualifications, capabilities and skills
· Minimum of one year experience in HR, focusing on employee/ recruiting life cycle (i.e. Ask JPMC, New Joiner Experience, Onboarding, etc.) or experience in handling a blended (Voice and Non-Voice) CSAT-driven role within the firm, at an SME or Support role (i.e. TL, QA, etc.) capacity, required; secondment experience in the mentioned HR facets an advantage
· Amenable to performing a hybrid voice and non-voice support role, servicing stakeholders across various job levels until leadership roles
· Ability to adapt to rapidly changing business and technology needs
· Self-motivated and proactive with the ability to work in a team environment
· Meet service level, quality and productivity metrics
· Must be able to work overtime as needed
· Shift - as per requirement, mainly focusing on NAMR hours
· Must be available to work flexible hours Monday through Friday with high priority between 8:00PM to 7:00AM PHT, reporting onsite in BGC
Preferred qualifications, capabilities and skills
• Proficiency with Microsoft Office suite and HR Systems (ServiceNow and/or PeopleSoft)