Dimension & Scope:
The Senior Analyst; Employee Care Centre of Excellence will provide subject matter expertise in the areas of employment legislation; payroll; HR/Benefits; and training to Operational Service Centre teams; and to Project Implementation teams. In addition the role will also be expected to coach and mentor other team members and take the lead in small-scale projects.
Principal Duties and Responsibilities:
• Provide pre-sales support to the Employee Care Sales and Solutions team.
• Participate in blueprint design workshops, providing subject matter expertise as required
• Consult with BTS team in determining viable business solutions at a country-specific and operational level
• Provide specific subject matter expertise to the project implementation team.
• Manage sub-projects / work streams with the client in accordance with the Project Plan.
• Design detailed process and procedures, including client and country-specific operational procedures and Advisor User Guides that support the future compliance with the Contract of Services and Work Order agreed with the client.
• Liaise with and coordinate third party vendors, including payroll and benefits suppliers, to establish effective working procedures that ensure delivery of agreed services to the client.
• Manage Training Plans including the design and delivery of training programmes for the operations team, project team and client, if appropriate.
• Coordinate User Acceptance Testing phases, including the collation of feedback to the project manager/client and Issue Management and Resolution
• Provide input to development of Service Level Agreement definitions and ongoing measurement of service delivery, particularly when language skills are required
• Provide account management/relationship management to the Operations Manager(s) and their team(s).
• Provide coaching and mentoring support to other Analysts within the team.
• Continuously review and improve Employee Care procedures to ensure that they conform to changing customer requirements and reflect updates in country specific employment legislation
• Provide training support and/or tools that support the knowledge management of the above.
• Work across client teams to ensure that a cohesive, standardized approach is maintained for delivery of service across Employee Care.
• Provide ongoing support and issue resolution (in areas of expertise) for operational escalations across client teams.
• Manage performance of vendors to agreed SLA’s, where appropriate.
Education & Professional Certifications:
• Bachelor’s degree in related field from a four-year college or university with six to eight years related experience; or
• Equivalent combination of education and experience.
Candidate Profile:
• Ability to work both independently and as part of a team.
• Knowledge of project management
• Excellent oral and written communication skills
• Ability to work well under pressure and manage multiple activities
• Knowledge of business processes, customer service concepts and practices
• Ability to provide and manage feedback to Operations Manager(s) / project manager(s).
• Ability to resolve problems both pragmatically and /or creatively when required.
• Proven ability to analyze and recommend improvements to work processes/policies
• Demonstrate skills in training, coaching and facilitation of others
• Demonstrate proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
