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Senior Associate for TSS Badges Administration Team

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Core Business Services
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PHI00447 Requisition #
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Essential Functions of the Job:

 

Ø  Attends to HR functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures

Ø  Ensures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed

Ø  Develops and maintains an advanced understanding and knowledge of GDS procedures and approach for their assigned area(s)

Ø  Processes and/or reviews more complex transactions; performs duties and responsibilities with limited  supervision

Ø  Ensures all new process updates are incorporated while processing transactions

Ø  Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines

Ø  Participates in peer-level review of deliverables as assigned; records and reports both positive and negative findings

Ø  Assists the Supervisor as requested such as monitoring status of service delivery queues and resource planning; provides assistance to less experienced team members

Ø  Fills in during the absence of the Supervisor (if needed)

Ø  Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor

Ø  Responds to emails and enquires in a timely manner

Ø  Prepares and contributes to reporting as directed

Ø  Participates in the on-boarding of new recruits from a training perspective as requested

Ø  Actively participates and completes the performance management and development plan activities

Ø  Identifies potential areas for process improvements and makes recommendations to Supervisor; initiates and/or participates in process improvement initiatives

Ø  Assists with GDS initiatives and other projects as assigned

Ø  Ensures GDS organizational policies and processes are followed


Key tasks for TSS BAT (Badges Administration Team):


Ø Review and process Badges submissions:

  • Review and approve awards of Badges based on documentation submissions received from EY learners
  • Liaise with Badge subject matter resources
  • Liaise with EY learners regarding submission queries and general Badges questions
  • Liaise with Global Learning Deployment team to escalate issues and administer appeals process
  • Review and process Tech MBA submissions
  • Administer Badge awards in SAP SuccessFactors
Ø Review and process Tech MBA submissions:
  • Review and validate Tech MBA submissions for completeness 
  • Prepare and submit application packs to Hult University 
  • Liaise with EY learners regarding application queries and general Tech MBA questions 
  • Liaise with Hult University regarding Tech MBA submissions and respond to requests for additional information
  • Liaise with Global Learning Deployment team to escalate issues and administer appeals process
  • Review and validate legacy Badges awarded in 2017-20, including gathering and reviewing evidence
  • Administer Tech MBA awards in SAP SuccessFactors
Ø Build and maintain learner-facing content pages for Badges in SAP SuccessFactors JAM
  • Create new, revise existing and retire existing JAM content pages using pre-defined templates, according to periodic cycle

Knowledge and Skills Requirements:

    

  • Ability to develop comprehensive understanding of concepts of EY Badges and Tech MBA
  • Ability to develop in-depth knowledge in the assigned processes, and to follow them consistently and efficiently
  • Excellent communication skills (customer service background preferred, must be comfortable dealing direct with end users, internal and external stakeholders over email and telephone)
  • Fluent verbal and written English
  • Ability to closely follow checklists and detailed instructions to review and assess written submissions in English
  • Strong organization, analytical and problem-solving skills; logical flow of thought and process orientation
  • Strong attention to detail
  • Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical
  • Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
  • Proficiency with HR specific technology (SAP SuccessFactors and ServiceNow a plus, though training will be provided)
  • Proficiency with firm standard technology such as Microsoft Office suite
  • Experience of marking or assessing test papers in an educational environment a plus  

Supervision Responsibilities:

 

No direct supervision responsibilities

 

Other Requirements:

    

Ø  Flexibility in working hours to accommodate multiple time zones as needed

Ø  May need to work extra hours in case of special customer requirements

Job Requirements:


Education:

Ø  Bachelor's degree or above from commercial, business or HR related discipline


Experience:

    

Ø  2+ to 4+ years work experience preferred including Shared Services/BPO and/or HR Operations experience

 

Certification Requirements:

    

Ø  None specifically noted

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