Intermediate Representative, HR Service Delivery

Job Description

OverviewThis is the experienced level role serving as the front line for HR related client support. The employee performs a full range of customer service representative assignments and relying on precedence and established standard operating procedures to make decisions.Interacts with clients via telephone, email or web chat for intake of client inquiries and requests. Provides assistance on use of HR systems & tools,,, Employee Self Service, Manager Direct Access, MyCareer, MyPerformance, MyLearning etc. Responds to inquiriesrelated to HR products,,, benefits, payroll, pensions, retirement savings etc. Guides clients on execution of complex HR transactions or requests, completion of forms or documentation. No management responsibilities and no direct reports. Secondary education(high school diploma or equivalent) or equivalent work experience required. Bachelors preferred. 2 to 3 years of experience in an HR customer contact center or a customer service position with focus on reviewing and updating client records, interpreting policiesor procedures, responding to and/or resolving client inquiries in person or via electronic mail, phone or paper. Excellent interpersonal communication skills, demonstrated ability to multi-task and meet deadlines, detail oriented internal customer servicefocused, a team player and be Overview Of BNY Mellon:BNY Mellon is a global financial services company focused on helping clients manage and service their financial assets, operating in 35 countries and serving more than 100 markets. BNY Mellon is a leading provider of financial services for institutions, corporationsand high-net-worth individuals, providing superior asset management and wealth management, asset servicing, issuer services, clearing services and treasury services through a worldwide client-focused team. Job Purpose: Primarily responsible for providing HR administrative support to HR colleagues, managers and employees across EMEA. Responsibilities:

• Provide first line support for all routine employee enquiries, via telephone or a knowledge management system
• Triage of inquiries and requests to experienced & advanced level representatives, HR Advisors, and/or HR CoE
• Production and despatch in a timely manner of all employee correspondence, such as contractual change and maternity/paternity letters
• Provide general administrative assistance as required
• Preparation & submission of all Payroll, PeopleSoft & Employee Self Service system changes to the Workforce Administration team in a timely manner, ensuring accuracy and appropriate approval of all documentation
• Assist with sickness and long term disability cases as required
• Production of supporting documentation to support employee lifecycle
• Provide support on project related corporate initiatives and HR project initiatives as required
• Assist with all internal and external audits as required

Requirements:

• Excellent organisational skills with the ability to work simultaneously on multiple tasks in a pressurised environment
• Experience of working to tight deadlines with a strong results focus
• Strong attention to detail coupled with a high level of accuracy
• An enthusiastic team player who actively contributes in a flexible and adaptable manner
• The ability to communicate professionally at all levels both verbally and in writing
• Experience of working in a customer service environment with strong client orientation skills
• Proven experience in MS Office products
• Builds rapport and co-operative relationships with clients
• Takes accountability and ownership to get things done
• Works collaboratively with colleagues to provide support and build best practice processes to deliver service excellence
• Considers how processes can be improved to enhance service provision and makes recommendations

able to collaborate and cooperate well with others. Strong PC skills, with working knowledge of Microsoft Office, PeopleSoft, Taleo, Saba or SuccessFactors.. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individualswith Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We supportwellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Employer Description: For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create,trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the worlds financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helpingclients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and morethan 100 markets. Its the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: careers.