First point Africa Documents
& Data Specialist- ARM- (French & Portuguese Speakers)
External
Job Description
Reports To: Documents and Data Team LeaderContext/Scope:
First point Africa launches in April 2013 and will provide HR support services to; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units), Diageo SA and Brandhouse.
First point will be a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business. It will provide a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.
The Documents and Data Team for first point Africa specialize in supporting all ‘cradle to grave’ employee lifecycle events, including the creation of all employee documents and data maintenance of critical employee and position data on our Workday HR system. They are also responsible for resolving cases and queries that are referred on, or escalated by the Contact Centre related o documentation of data. The Documents and data specialists have a ruthless focus on accuracy and quality of approach and resolution while delivering consistent high performance against defined metrics and SLA’s. The focus on high-quality customer service is enabled by technology including case management technology (Service Now), Workday, Doc Genie and Knowledge Point as well as keen personal judgment, expertise and capability.Purpose of Role
The Documents and Data Specialist deals with escalations of tasks, queries and issues across a spectrum of HR activities received from other HR teams (Resourcing, HRBPs other first point Africa teams) and includes the creation of Employee Documentation (Contracts, letters etc) and the management and maintenance of employee data within the Organization and Position Management within Workday.Top Accountabilities
•Delivers service to agreed performance levels and beyond.
•Provides excellent customer experience by being a point of contact for documents and data requests and enquiries for employees and line managers.
•Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support.
•Drives Continuous Process improvement through diagnosing, investigating and developing solutions.
•Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers.
•Excellent team working within wider first point, collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation.Qualifications and Experience Required:
•Tertiary qualification in a relevant field or equivalent experience.
•Proven track record of HR capability and experience in a large multinational organization.
•Ability to prioritize effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one.
•Experience in HR is highly desirable (previous HR Systems experience is highly valued). Experience of working in a Shared Services environment also advantageous.
•Prior experience of working with legal documents or maintaining complex data changes desirable.
•HR systems or related technology or an aptitude to quickly pick up systems and applications.
•Strong Microsoft Office skills including Word and Excel.
•Languages preferred: Fluent, accurate written and verbal English essential pre-requisite for all roles. Certain roles will also require fluent, accurate written French or Portuguese.
Reports To: Documents and Data Team LeaderContext/Scope:
First point Africa launches in April 2013 and will provide HR support services to; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units), Diageo SA and Brandhouse.
First point will be a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business. It will provide a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.
The Documents and Data Team for first point Africa specialize in supporting all ‘cradle to grave’ employee lifecycle events, including the creation of all employee documents and data maintenance of critical employee and position data on our Workday HR system. They are also responsible for resolving cases and queries that are referred on, or escalated by the Contact Centre related o documentation of data. The Documents and data specialists have a ruthless focus on accuracy and quality of approach and resolution while delivering consistent high performance against defined metrics and SLA’s. The focus on high-quality customer service is enabled by technology including case management technology (Service Now), Workday, Doc Genie and Knowledge Point as well as keen personal judgment, expertise and capability.Purpose of Role
The Documents and Data Specialist deals with escalations of tasks, queries and issues across a spectrum of HR activities received from other HR teams (Resourcing, HRBPs other first point Africa teams) and includes the creation of Employee Documentation (Contracts, letters etc) and the management and maintenance of employee data within the Organization and Position Management within Workday.Top Accountabilities
•Delivers service to agreed performance levels and beyond.
•Provides excellent customer experience by being a point of contact for documents and data requests and enquiries for employees and line managers.
•Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support.
•Drives Continuous Process improvement through diagnosing, investigating and developing solutions.
•Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers.
•Excellent team working within wider first point, collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation.Qualifications and Experience Required:
•Tertiary qualification in a relevant field or equivalent experience.
•Proven track record of HR capability and experience in a large multinational organization.
•Ability to prioritize effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one.
•Experience in HR is highly desirable (previous HR Systems experience is highly valued). Experience of working in a Shared Services environment also advantageous.
•Prior experience of working with legal documents or maintaining complex data changes desirable.
•HR systems or related technology or an aptitude to quickly pick up systems and applications.
•Strong Microsoft Office skills including Word and Excel.
•Languages preferred: Fluent, accurate written and verbal English essential pre-requisite for all roles. Certain roles will also require fluent, accurate written French or Portuguese.
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