Associate Specialist People Experience

Associate Specialist People Experience - GL C Reporting to the Manager, HR Operational Services, the Associate Specialist, People Experience is responsible for managing and coordinating the delivery of the second-tier response to the Global Fund employees and line managers for requests relating to their employment
or people management processes at the Global Fund.

They deliver best in class accurate and responsive customer-oriented answers to employees supporting and guiding them towards a self-service environment.

They continually improve the knowledge base, processes and experience of our employees and people managers in relation to HR policies, processes and procedures.

The People Experience Team are the people facing entry point for the HR service delivery model and are responsible for providing consistent HR responses on administrative and transactional queries to employees
and line managers.

They are the focal point for oversight of related services delivered by 3rd parties, such as the Swiss Mission, UN Palais des Nations, Relocation agent.

Key Responsibilities

The People Experience Associate Specialist will:

1) HR Front Desk:

• Manage the team of HR Administration Request Coordinators to ensure the team is handles front line HR customer contacts and resolve HR related inquiries and questions

• Manage the team to ensure the level of service provided to staff and business is in line with the agreed SLAs and defined KPIs

• Master the HR principles, practices and details of the HR professional standards relating to the Employee Handbook and Global Fund Policies

• Design, review and agree on the training plan to ensure the team remains up-to-date and knowledgeable on the Global Fund HR policies, procedures, tools and technology to enable them to provide appropriate, human though sometimes digitally conveyed guidance to HR customers • Inform the team of any changes or updates to the policies, procedures, systems and platforms

• Review escalated complex policy queries and policy changes recommendations to the Lead, Employee Relations & Policies

• Provide clarification on specific escalated queries and / or policy interpretation where required, or further escalate to the appropriate HR team member as required

• Manage the escalated inquiry resolution process

• Coordinate the provision of case management as applicable

• Coordinate assistance with the transactions related to general and knowledge-based HR inquiries

• Review the query management reporting to identify trends and patterns and where applicable propose actions / resolution plan to reduce the volume of queries and / or eliminate some of the inquiries

• Monitor and review the time to resolution and the staff satisfaction levels and adjust the procedures when required

• Where applicable, design decision tree for the team and review these on a regular basis to identify adjustments or changes in the treatment of inquiries

2) Onboarding and Transfers:

• Supervise the coordination of complete hiring process for new joiners and transfers of current employees, upon handover of the candidate file from the Talent Acquisition team

• Oversee the duties undertaken by the HR Administrator, Onboarding and Transfers, including but not limited to onboarding, and internal transfers activities, coordination with Job Description: Associate Specialist, People Experience, May 2021 relocation agencies and ensuring position management completion in Workday

• Address escalations and issues management with HRBP and Talent Acquisition team where required

• Responsible for managing the team including managing performance and employee motivation.

Undertake any other duties as directed by the Manager, HR Operational Services.

Subject to change by the Executive Director at any time at their sole discretion.

Qualifications

Essential:

• Bachelors degree in Business Management, Human Resources or relevant field, or equivalent combination of education and experience

Desirable:

• Service Management qualification

Experience

Essential:

• Has managed small teams, ideally in a customer service environment

• Has worked in a high-volume administration and customer service environment;

• Has dealt with high volume complex administrative issues within a highly regulated environment;

• Demonstrated ability to complete activities where there was a high degree of attention to detail, analysis and the meeting of short deadlines;

• Worked in an environment where there are multiple escalation routes to get work completed e.g. matrix organization;

• Experience in handling sensitive and confidential information requiring diplomacy and tact;

• Providing employees, people managers and other functions with advice and guidance on HR policies, processes and procedures;

• Working within an environment that has multiple stakeholders and dynamic service level agreements that receive the highest standards of customer service;

• Able to take complex information and make it simple for the end user;

• Able to influence and adapt style and uses persuasion in delivering messages;

• Self-management of work activities from initiation to completion.

Desirable:

• 3-5 years of relevant HR services experience preferably in a medium to large multinational company/organization

• Experience with Workday HR

Competencies

Languages:

An excellent knowledge of English and preferably a good working knowledge of French. Knowledge of other languages would be an asset.

Organizational Competencies:

• Global Fund Awareness

• Service Orientation

• Drive for Results

• Collaboration

• Interaction

• Adaptability

Functional Competencies:

• Analytical

• Business

• Human Resources

• Multicultural

• Operational Policy

Role specific Functional Competencies:

• Relationship and stakeholder management

• Emotional intelligence

• Networked and resourceful

• Business Acumen

• Project Management

• Internal process management

The Global Fund recruits top-tier talent for our open positions, in support of our mission to end AIDS, tuberculosis and malaria as epidemics.

Explore our vacancies and apply on the Global Fund Careers recruitment system.

More information on working at the Global Fund is available on the Careers section of our main website.

Job Posting End Date

30 September 2021