People Services Partner- BPO

Main missions will be:

• Employee Queries
  • Manage and promote the use of articles available in OneSupport as Self Service.
  • Monitor and answer tickets on global related topics (Workday, Performance, Reporting…), ensure good customer experience in responses provided to employee queries.
  • Assign country specific queries to BPO assignment group.
  • Review articles and make sure they are up to date with Core Model and the latest Country requirements.
  • Apply the Service Level Agreements and monitor KPIs.

• BPO Point of Contact
  • Maintain good partnership with BPO Team.
  • Present on performance review meetings and monitor delivery of BPO KPIs.
  • Main point for escalation from BPO, working together with the partner to find solutions.

• Internal Stakeholder (P&C, Finance) Point of Contact
  • Liaise with P&C COEs such as Rewards and Performance, Talent Acquisition, Talent Management to align on strategy.
  • Main contact point for escalation from stakeholders and bridge to find solution with BPO partner and GBS PPLS.

• BPO Payroll Project 2024
  • Part of project team to support implementation of Payroll BPO in 2025.

• Transversal
  • Actively contribute to change management, new operating model adoption with employees
  • Support coordination and management of local 3rd party vendors (eg. Benefits, local admin, local legal support...)
  • Participate in global projects as required and if applicable.
  • Ensure GBS People Services Executive KPIs delivery with high quality and in compliant manner.
  • Ensure that People Services Global Core model is followed with minimal exceptions.
  • Ensure that People Services processes in each country fulfill Internal Control framework requirements.
  • Proactive support to close all gaps from Self assessment for Internal Control and follow up on Internal and External Audit finding.
  • Identify process improvement/ process simplification opportunities through elimination of redundant activities.

Requirements

• Experience in projects, service transition (to a new team and/or location).
• Fluent in English to a high level, both spoken and written.
• Experience in working in or with HR Shared Services or Outsourced Services – familiar with the use of Desk Top Procedures, process maps/process flows.
• Able to work in an evolving service delivery environment – this is a developing team not a steady state organization, not all is documented, pace of change is fast.

​Nice to have requirements:

• Experience in stakeholder management – able to deliver status updates and explain and manage service issues to our country HR Business partners.
• Experience working with remote teams in multiple locations.
• Experience in creating and presenting monthly KPI service reviews (powerpoint explaining delivery against KPIs from previous month).
• Experience managing escalations, able to investigate and help teams to resolve issues including creation of RCAs.

The People Services BPO Partner will report to the CHC People Services Head of Europe & Africa

He / She works closely with P&C, Legal, Finance, Digital and Facilities management at regional and country levels and People Services teams in countries and Hub.