HR Operations Specialist - Employee Services (Night Shift)

Global Opportunity, Local Comfort!

Join our team as an HR Operations Specialist - Employee Services, where you'll enjoy the perks of a global career without hopping on a plane or uprooting your life. Make your mark on the international field and conquer the world from the comfort of your home country. In this role, you will provide timely responses, recommendations, and quality resolutions to HR queries on products and services without compromising efficiency. You will minimize escalations by categorizing inquiries by priority and assigning or escalating cases to the appropriate team for further resolution. Additionally, you will coordinate and collaborate with the proper team to solicit the best possible resolutions for employee queries and issues. Step into a world of global opportunities in the outsourcing realm and elevate your career to new heights.

• Provide timely responses, recommendations, and quality resolutions to HR queries on products and services without compromising efficiency.
  
• Minimize escalations by categorizing inquiries by priority and assigning/escalating cases to the appropriate team for further resolution.
  
• Coordinate and collaborate with the proper team to solicit the best possible resolutions for employee queries and issues.
  
• Maintain proper tracking of actions taken to address cases and issues, including daily monitoring and consistent follow-ups.
  
• Adhere to and preserve member data confidentiality and integrity in accordance with security policies and procedures.
  
• Identify potential challenges with existing tools/systems and operations, providing initiative action plans and/or escalating to management as needed.
  
• Handle inbound and outbound concerns across various channels (email, chat, ticketing tool, call, etc.).
  
• Delight customers and ensure the best customer experience possible.
  
• Function as the first point of contact for inquiries/cases raised by employees via the HR Tool (CHEER).
  
• Gather relevant detailed information regarding queries.
  
• Ensure that set objectives are met as defined in the agreed performance metrics.
  
• Attend, participate in, and pass all scheduled and requested training events and assessments required to update/broaden knowledge relevant to the role.
  
• Adhere to schedule and comply with attendance policies.
  
• Demonstrate respect for self, colleagues, and management.
  
• Show initiative towards self-development.
  
• Provide an exceptional member experience at every contact by focusing on support, resolution, and courtesy.
  
• Understand and take ownership of achieving objectives related to productivity, quality, and resolution.
  
• Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
  

Requirements

HR-Ready: The Essentials You Need

• Excellent administrative and organization skills with strong attention to details
  
• Established work ethics anchored on integrity, accuracy and quality
  
• Advanced skills in the use of MS Excel, creation of common HR Reports and ability to provide insights/analysis
  
• With 1-2 years experience/exposure in customer service or helpdesk & basic HR
  
• Knowledge in multiple HR disciplines across different geographies if possible (compensation and benefits, employee relationship, legal, etc.)
  
• Attention to detail and ability to follow standard operating procedures
  
• Working knowledge of Case Management tool, any HRIS and Timekeeping Tool
  
• High level of integrity, honesty, and confidentiality
  
• Ability to work in a fast pace virtual environment
  
• Multi-tasking skills, ability to work outside routine (different issues day to day)
  
• Resourceful, strong research and decision making skills
  
• Strong verbal and written English and communication skills
  
• Customer focus
  
• Open, honest, and empathetic manner when dealing with people
  

Benefits

HR Perks: The Benefits of Belonging

• HMO coverage upon regularization
  
• Competitive Package
  
• Hybrid work arrangement
  
• Prime office locations (Metro Manila)
  
• Free upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used at your discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why We Stand Out Among the Rest!:

Join Emapta, a company recognized as one of the 'Best Places to Work for in Asia' by HR Asia and 'The Philippines’ Best Employers for 2023.' Our culture of care and empathy, reflected in our 50/50 gender ratio, ensures you'll feel like part of the family from day one. We're dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers, showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients, you'll have the opportunity to make a positive impact daily, whether you prefer office-based or work-from-home options. Join us for a 100% virtual recruitment process and let's make magic together!

“Working in Emapta not only provides you the certainty of working with a well-established organisation which nurtures the careers of almost 7,400+ team members – it also places you in direct relationships with some of the world’s leading and most innovative companies.”

Tim Vorbach, CEO

#EmaptaExperience