Service Desk Process Lead with Portuguese

October 8, 2024

CAPGEMINI ENGINEERING

București

OTHER

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

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, Success Factors, 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
Attention to details and very good analytical skills;
Good communication skills
Interaction with Client daily via phone, chat and email, work on resolving HR related issues, cooperate with other delivery team members
Team Management skills
Experience in HR domain: 1 - 2 years
Good verbal and written communication skills
Positive team player
Team management
Graduation is required – Bachelor’s degree

Job Responsibilities

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
Focused, diligent, high on quality and timeliness are the basic requirements for the role
Contribute to team “Business As Usual” activities such as hiring, process improvement, service standardization, etc.
Exhibit strong problem-solving and business acumen skills.
Demonstrate advanced proficiency in written and verbal communication skills