Req ID:411944
Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide
Join us as HR Administrator, and you'll be looking at a career-defining role based in Queretaro, MX.
The HR Administrators are responsible for dealing with all incoming HR service requests from Managers, Employees and HR Business Partners and 3rd party stakeholders in our business Operations Centres. This involves updating systems, including payroll, creating documents and escalating non-standard requests to specialist teams for action. The HR Administrators support a range of different HR functions and have responsibility for a geographic cluster of countries, dependent on languages. As our first line support on HR issues for customers the job holder must resolve as many incoming service requests as possible to meet the business needs and ensure that the HR SSO meets its Service Level Agreements. Resolving requests includes an end to end generalist service to secure authorisations, address issues, create contracts, inform suppliers, update systems and maintain employee files. The job holder will also need to manage customers who are unclear about the nature of their request, provide incomplete information or request services outside the scope of the HR Operations, escalating any issues whilst ensuring that confidence of the customer is maintained, and customer satisfaction goals are achieved.
**KEY RESPONSIBILITIES**
HR Service Request Handling
- Receiving service requests (e.g. employee information management) via Case Management Tool.
- Ensuring compliance with legal requirements for processing requests (e.g. Consent to Use of Data).
- Ensuring that information provided is complete and accurate before updating records or processing requests.
- Follow the work instructions for the service/country relevant to the request and ensure compliance with specific policies and procedures as required.
- Keeping record of all open requests and regular follow-up until their completion.
- Escalate non-standard requests using the HR Operations escalation path.
- Allocate requests with specific language/country requirements to the relevant colleagues as appropriate.
- Create or request supporting documents required in processing service requests.
- Support colleagues with validation of any data amendments and document checks in order to ensure a high-quality service delivery.
- Run standard and ad hoc reports on request for customers and other HR Operations stakeholders.
- Identify improvement opportunities and proactively suggest and/or support their implementation.
Outbound Services
- Support the Functional Experts and HR specialist teams in implementing and managing new services and changes to existing services through letters, contract amendments, systems updates, etc.
Customer Service
- Ensure that all aspects of work are completed to SLA requirements
- Ensure that all services delivered meet general time and quality requirements.
- Ensure that escalations and requests on hold are progressed.
- Ensure effective communication and customer focused behaviour to enhance customer satisfaction requirements.
- Take part in customer satisfaction reviews and projects.
Project Activities
- Participate in projects to develop processes, systems and standards to continuously improve service delivery.
**REQUIRED PROFILE**:
- Degree level qualification
- HR qualifications an advantage, but not prerequisite.
- 0-3 years' experience in a relevant position
- Good general business understanding.
- Good customer service or HR knowledge.
- Excellent time management and organizational ability
- Positive and proactive attitude, with resilience under pressure
- Excellent customer and interpersonal skills
- Microsoft tools: Word, Excel, PowerPoint essential
- Experience of large scale HR systems, ERP or complex database maintenance
- Experience of SAP HR, Payroll related systems desired
- CRM experience desirable
We thank all applicants for their interest; however, only those under consideration will be contacted.
Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow's mobility. That's why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locat
