The Senior Associate, HR Shared Service guides employees through their lifecycle at Ford by advising them in any HR matters and completing administrative tasks in the internal systems. His/her goal is to ensure an excellent customer experience, which includes phone and chat support, transactional processes based on our operational documentation and service promise in order to provide end-to-end customer care.

　　Supporting employees and dependents, managers, HR management, government agencies and applicants.

　　Accurately completing transactions, understanding the customer’s questions and issues, advising them in a professional way and handling their queries in a timely manner utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials

　　Creating employment related documents that support the regulations of the country-specific legal environment

　　Document all transactions, customer inquiries and their resolutions in the HR Contact Center case management technology application

　　Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs)

　　Increase HR subject matter knowledge seeking first call resolution, shorten call time and increase data quality.

　　Escalate customer requests in a timely manner when additional research or analysis is necessary.

　　Manage control through the transactions audit process

　　Being proactive in handling risks or process gaps that you face and involving the responsible teams to find a solution together.

　　Initiating and leading process improvement projects to release capacity for the incoming new processes

　　Mastering high-level process understanding of all teams and connections; initiating information flow between teams

　　Any other duties as required by the line manager

　　Ensure sickness absence cases are captured and the system is kept up to date.

　　Professional background:

　　Desirable Bachelor’s Degree preferably in Human Resources, Business Administration, or other related fields

　　Minimum 1-2 years of customer service, data processing or HR experience preferred

　　Key abilities:

　　Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)

　　Ability to identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunities

　　Ability to drive to "first-time through" solutions

　　Proactivity

　　Demonstrating positive attitude when facing difficulties

　　Ability to communicate effective through written and oral communication and consistently deliver high quality customer service in a professional manner

　　Demonstrated effectiveness when dealing with dissatisfied customers

　　Ability to work as a team member in a specialized area with a diverse audience

　　Ability to remain flexible with staff scheduling changes and time zones

　　Fluent English AND German knowledge

　　Key Characteristics:

　　dedicated to job

　　self-driven & independent

　　analytical, result-oriented structured way of working

　　excellent interpersonal skills

　　precise working method

　　technology skilled

　　human centric mindset

　　learning ability

　　accountability

　　customer focused (Consistent, high quality & professional customer service)

　　Desirable skills:

　　Knowledge and understanding of various HR processes

　　Continuous improvement

　　Effectiveness (First time through)

　　Effective customers recovering

　　Negotiation

　　Provide HR counseling to customers

　　Active Listening

　　Working interregional

　　Flexible to scheduling changes and time zones

　　effective decisions making

　　Requisition ID : 23262