P&C Coordinator

Job Description

Overview

The role of People & Culture Services Coordinator is responsible for direct contact with customers and internal support of People & Culture Partners as well as the integrity and accuracy of all employee records and data in People & Culture Systems. Responsibilities include answering of employees' inquiries through the People & Culture Portal and case management system, troubleshooting questions related to the Tier 1-2 administration of benefits, compensation, HRIS and Case Management systems functionalities. The People & Culture Services Coordinator will partner and collaborate with other members of the People & Culture Operations team to determine escalation protocols to ensure compliance within all operational SLAs.

Responsibilities
• Support employees, line managers and external vendors with diverse queries and service requests across various communication channels, including case management, live chat, telephony and email.
• Serve as front line payroll & data administration, answering questions while escalating to People & Culture Services Specialist and P&C Operations management as needed.
• Support and guide employees on how to complete self-service transactions as required
• Manage and action cases requested by employees in SAP SuccessFactors and ServiceNow
• Process and improve employee data from self-service transactions as required
• Consistently execute People & Culture transactional services according to agreed service levels
• Work collaboratively as a global team with other areas of the People & Culture team or other Discovery teams (such as Global Technology & Operations) to resolve escalated or misdirected employee questions
• Ensure integrity and accuracy of employee records
• Perform data processing for all transactions in People & Culture systems
• Maintain organizational structures within the People & Culture systems
• Assist with testing related of People & Culture systems if required
• Participate in People & Culture projects and initiatives to improve processes and drive efficiencies system
• Conduct audits and quality assurance testing to ensure accuracy of transactions and processes
• Perform other responsibilities as assigned which may become essential to the position

Qualifications
• 1+ years of professional customer service experience in a global organization (experience in HR administration will be a strong asset)
• Proficient in MS Office Suite (Excel, Word, PowerPoint, etc.)
• Knowledge of People & Culture (HR) Systems such as ServiceNow and SAP SuccessFactors
• Good communication skills and confidence to deal with people at all levels across the organization
• Ability to prioritize workload
• Good analytical skills
• Customer focus and team-working skills
• Ability to prioritize and address competing demands; multi-tasking capacity critical
• Strong organizational and time management skills, with attention to detail.
• Fluency in English, both written and spoken (French will be an advantage)
• Must have legal right to work in the United States

Jobcode: Reference SBJ-gxqqwz-3-138-102-178-42 in your application.