Service Desk Process Lead

at  Capgemini

SHORT DESCRIPTION

Participates in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective service. Performs tasks in line with the written procedures under close supervision.

QUALIFICATIONS

• Good verbal and written communication skills - English (Minimum B2)
• Experience in HR domain: 1 - 2 years
• Graduation is required – Bachelor’s degree
• Strong process knowledge in Employee Help Desk/Workforce administration/Employee data administration
• Strong project management skills applied in a business/corporate environment
• Experience in managing multiple design project
• Strong client management and team management skills
• Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.
• System data entry experience (Workday, Oracle HCM, Taleo, SuccessFactors, etc.) , Service Now Preferred.
• Handle employee requests according to the project deadlines - Handle complex problems raised by client and provide solution
• Handle client communication and client Reporting
• Excellent job organization and time management skills
• Interaction with Client daily via phone, chat and email, work on resolving HR related issues, cooperate with other delivery team members

• Manage the client engagement
• Works with designated stakeholders to gather and finalize commitments to meet contractual thresholds
• Respond to client’s queries & escalations accurately (via phone, live chat, email and case management system)
• Process, maintain & administer HR transactions & provide support (e.g. Talent development, Mobility, Workforce administration, talent acquisition, case management, HR helpdesk, remuneration, etc.)
• Provide clarification of HR policies and procedures
• Manage assigned part of the process according to Capgemini methodology and/or agreed transition plan
• Organize knowledge sharing sessions both within the team and cross teams
• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes on the defined support tool
• Liaison with third parties, vendors and multiple stake holders
• Resolving errors, escalations and issues on time
• Develop, mentor, and coach junior team members
• Develop process excellence in Operation activities
• Ensuring quality and timeliness of work