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Job Details

Project HR Advisor System Support

Location
Makati, NUEVAVIZCAYA, Philippines, Philippines

Posted on
Nov 19, 2021

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Profile

, Philippines

Job Family Group:

Human Resources Jobs

Worker Type:

Regular (FTC) (Fixed Term)

Posting Start Date:

November 19, 2021

Business unit:

Human Resources

Experience Level:

Early Careers

Job Description:

Job Purpose :

The Project HR Advisor will be part of the HR Operations under Systems Support team. He/she will be the first point of contact for Managers and Employees, and for HR Professionals for HR systems support and is responsible for the rapid and efficient resolution or escalation of requests to 2nd line support.

The service scope will cover functional and technical support, and maintenance requests on HR systems (e.g., HR Online, Shell People, Workday, APRO, Salesforce, A365, etc.) including the whole range of global and regional processes: Personnel Administration, Organization Management, Roles and Authorization, Compensation, Pay & Time Management, Talent, and Learning. The scope includes all SAP and Workday-related process and system requests and will finally extend to include all HR-related requests (i.e., processes, policies, and systems).

As the first point of contact, the Project HR Advisor deals with HR processes, HR systems, and HR Policy requests which are routine requests and require limited research.

Principal Accountabilities :


Be the first point of contact for Employees and Managers seeking for support on requests, which are triggered using HR Online, Workday, Shell People, Salesforce, A365, etc.
Assume ownership for calls, chats, and cases and be – as result – responsible for case opening and closure
Seek for rapid and efficient resolution of requests, promptly resolving the majority of requests in first call / emails when first opening
Investigate on requests which cannot be resolved by analyzing the nature of the request / diagnosing the problem and routing them to the appropriate 2nd line support
Maintain customer contact until request is resolved
Follow up on resolution and inform customer on status
Feedback resolution to the customer
Document and capture learning gained
Support and offer help to new Advisors in the resolution of requests and the analysis / diagnosis of the problem to route the request to the appropriate 2nd line support. This especially applies to requests where the problem diagnosis is complex.
Coach new Advisors in customer handling techniques and difficult situations to facilitate their personnel growth
Readily shares own relevant experiences and expertise / knowledge with new Advisors and take time for training to support their professional development
Contributes to the analysis of learning and development needs for the new Advisor, working closely together with the HR System Support Team Lead / Manager
Contributes to continuous improvement and employee centricity and growing our value projects/initiatives
Effective and efficient service provision in line with service level agreements and Customer Satisfaction targets.

Ensure delivery of other tasks that may be assigned from time to time


Key Challenges :


Fast paced work environment requiring multi-tasking
Manage escalated issues & queries efficiently and promptly
Constant and demanding workload
Prioritization tasks and time
Meeting tight deadlines
Maintain credibility with customers
Maintain strong working relationships with all parties involved
Identifying and applying best practice to increase efficiency
Cultural diversity
Supports Canada, US, Latin America, and Philippines countries thus will be working on a shifting schedule (day/mid/night)


Requirements:


University Degree – preferably in HR or Information Technology or Computer Science, or any Business course
Minimum 2-3 years related work experience or fresh graduates with considerable skills
Well-adept in Shell People HR (SAP), Workday, Salesforce, HROL, etc.
Previous experience in Shared Service, Call Centre or Service environment is an advantage
Strong IT skills with a good working knowledge of MS Office
Good command of English both written and oral
With analytical and problem-solving skills
Exhibits HR Operations Beyond Service Excellence behavioral standards


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DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

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