**Req ID**: 344941
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
The HR Analyst 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 HRGS 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 HRGS, escalating any issues whilst ensuring that confidence of the customer is maintained and customer satisfaction goals are achieved.
Responsabilites
HR Service Request Handling
Ensuring compliance with legal requirements for processing requests( e.g.
Consent to Use of Data, Security Questions).
Ensuring that information provided is complete and accurate before updating records or processing requests.
Follow and update 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 SSO 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, calculations 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 SSO stakeholders.
Identify improvement opportunities and proactively suggest and/or support their implementation.
Support Customer Queries
Provide support and guidance to HR Systems users - including self service tools, the Learning Management System, the Recruitment system, performance appraisals, etc.
Use the Case Management Tool FAQs to develop and deliver responses to HR queries.
Outbound Services
Support the HR global and local processes each year, running and validating reports, creating and checking letters for pay reviews, bonuses, etc.
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 behavior to enhance customer satisfaction requirements.
Take part in customer satisfaction reviews and projects.
Deal with incoming customer calls in an efficient and professional manner.
Project Activities
Participate in projects to develop processes, systems and standards to continuously improve service delivery.
Profile
Degree level qualification
HR qualifications an advantage, but not prerequisite.
2 - 5 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
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 locations.
Are you ready to join a truly international community of great peo