Consultant » EltasJobs

Overview

Job ID:

49896

Job Sector:

Banking

Country:

South Africa

Region/State/Province/District:

Gauteng

Location:

Johannesburg

Job Details

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

To provide an efficient multi media Contact Centre function to internal and external customers and ensure that high quality service is delivered to all multi media Contact Centre customers and contribute to the achievement of business objectives by meeting agreed customer service levels, productivity and other targets. To provide quality first line resolution to our internal and external customers by delivering a multi media Contact Centre service across the Standard Bank Group

Key Responsibilities/Accountabilities

Managing queries through a multimedia platform across the Standard Bank Group

Deal with customer enquiries, on all HC relevant queries (e.g. HC Policies and procedures).

Answer all calls received from internal and external customers via the contact centre.

Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.

Respond to emails from various business units.

Ensure accuracy of information through effective validation and quality control measures.

Providing Human Capital support to the relevant stakeholders

Support ESS/MSS queries and functionalities.

Deal with all customer queries and explain and provides information relating to HC policies and procedures.

Ensuring we deliver what matters to customers when it matters.

Keeping our promises to our clients by giving them consistent and reliable service.

Resolve, maintain and manage Serena Business Manager Database (SBM)

Maintain and manage query database through accurate measures.

Ensure that the database is relevant to the queries.

Update and resolve queries in the database as per the agreed service levels.

Contributes to productivity and service level agreements

Monitor Service Level Agreements Compliance and highlight non-conformance concerns or breaches.

Plan and prioritise own work

Customer satisfaction rating

Minimised customer hand offs

Customer demand perfectly delivered without any ‘comebacks’.

Produce the Service level agreements monthly service performance reports (metrics)

Highlight the quality and risk regarding service processes and events, ensuring that agreed control procedures are implemented and followed

Highlight and escalate control procedure non-compliance as it relates to the management and delivery of specific Group HC Shared Services.

Manage internal and external parties concerning related events

Providing effective stakeholder engagement

Maintain healthy working relationships between support teams and customer.

Engages with all stakeholders in various business units and adapts working methods to current methods to increase efficiencies.

Support Group HC Shared Services teams.

Deliver against and participates in and influences the strategies of the areas, role players and stakeholders related to the team.

Establish appropriate governance structures to support stakeholder engagement and management.

Active engagement with relevant stakeholders to build productive relationships and to ensure that requirements and expectations are clearly understood and delivery on these is managed.

Unpack and documents business requirements to clearly agree stakeholder needs, expectations, constraints, and interfaces (internal and external) at a level customers and business stakeholders can easily understand.

Build and foster internal stakeholder relationships in order to ensure appropriate buy-in and client engagement before, during and after delivery.

Where technical issues have been raised or escalated, ensure corrective action is taken to manage and resolve problems.

Providing administrative support to the relevant stakeholders

Ensure accurate information is provided to customers on:-

o Preparing confirmation of employment letters;
o VISA letters;
o UIF letters;
Maintenance of Personal Record Folder Files

Ensure all documents received have been filed on the Tidy Files system.:-

o Full Onboarding pack;
o Nomination of beneficiaries;
o Extension of retirement date;
o Rem changes, Demotion, Promotion and Transfer letters;
o Obligations (Relocation, Maternity, Bursary, Cash buy, Retention)
o UIF letters;

Retrieve documentation on Tidy Files for:-

o Investigation
o Disciplinary
o All types of audits;

Preferred Qualification and Experience

Matric/ Diploma/Degree

Human Resources Diploma would be an advantage

3 – 4 yrs Call centre Experience in the Group Shared Services

2 -4 yrs Knowledge of Human Capital processes and procedures.

Basic understanding of the customer service industry.

Knowledge/Technical Skills/Expertise

Knowledge of HR processes and procedures

Basic understanding of the customer service industry

HR Call Centre experience

HR Generalist exp

Technical Competencies

Human Capital Operations

Knowledge of HR Policies & Procedures

Human Capital Systems

Payroll Administration

Benefits and Compensation Administration

Query Resolution

Electronic Communications and Devices

Quality Control

Coaching and Mentoring

PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za