Experience Champion

2 weeks ago


Centurion, South Africa BCXP Full time

Business unit, Department, Reporting
Business Unit
Human Resources
Department
HR Operations
Reports To
Experience Centre Lead
Grade
S6 Core Description
To provide technical HR support and guidance through the provision of high-tech digital HR services to all BCX employees within the assigned Experience Centre (i.e., Recruit & Onboard / Career & Performance / Offboarding & Long Service), to enable successful resolutions which meet/exceed SLA targets. Key Deliverables / Primary Functions
- Deliver key transactional and operational HR services and digital and data solutions, that dovetails with touchpoints along the employee lifecycle.
- Escalate all complex requests / requests beyond the scope of the SLA to the corresponding HR support team (i.e., Employee Relations, Payroll or relevant CoEs), to bring swift resolution and support through the correct channels, to all BCX employees.
- Champion all transactional and operational HR services and digital solutions, as it pertains to a part of the Employee Lifecycle, by operationalising a highly tech enabled service/support to all BCX employees.
- Serve as knowledge champion and provide all employees with key communications and needed documentation, via a digital interface portal, to ensure continuous support when needed.
- Monitor and manage the HR Case and Knowledge Management platform (Helix) by delivering HR-Related services to swiftly resolve all tickets logged by BCX employees, within specified SLA parameters.
- Resolve complaints and answer questions raised in compliance with the corresponding HR policy and/or procedures and playbooks; report complex issues that require expert insight to the Experience Centre Lead.
- Support in enhancing the employee experience by making recommendations regarding new operational trends and services that focuses on automated, digital, and technological activities, across the HR value chain.
- Escalate all complex operational issues to the Experience Centre Lead to receive the needed guidance for potential solutions and avoid bottlenecks that may cause delayed support provision to BCX employees.
- Manage own performance and professional development by taking on developmental opportunities through coaching and learning initiatives, aimed to enhance the performance of the Experience Centre.

Minimum 3 Years’ experience in a Shared Service Centre / Contact Centre / Call Centre / Customer Service orientated team environment, within a large organisation.
Or
If the highest qualification is grade 12, Minimum 5 Years’ experience in a Shared Service Centre / Contact Centre / Call Centre / Customer Service orientated team environment, within a large organisation. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Span of Control
N/A
Level of Engagement
Engagement with all levels within BCX. Special Requirements / Employment Condition Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Non-Billable



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