Handle all Success Factors transactions in a timely and accurate manner, as per agreed process SLAs
Process all requests in line with Global Standard Guidelines.
Adhere to TAT as per daily / monthly agreed PLAs.
Provide accurate MI with Analysis.

Customers / Stakeholders

Timely response to the Cases providing a detailed resolution.
Ensure timely support for project rollouts and new functionality by working closely with the project managers
Ensure service failures/ Customer Complaints are recorded/ resolved and escalated in a timely manner
Ensure audit Checks are completed

Leadership & Teamwork

Work closely with Global Teams to resolve customer cases
Share knowledge with all WFA teams with a view to reduce the number of cases.
Share Knowledge and Best Practices
Proactively support Team, Process Initiatives and Center Activities
Operational Effectiveness & Control
Identify process improvement opportunities with a view to improve efficiency, reduce manual workarounds, reduce risk
Keep knowledge base and SOPs updated with timely reviews
Ensure completion of mandatory training required for this role

Major Challenges (The challenges inherent in the role that require a continual test of the role holders abilities)

Multi-tasking is inherent to the position. The incumbent must be able to participate in, and manage where necessary, several projects at the same time.
Team members have to interact with HR business heads across all countries under the support umbrella and ensure that all projects and tasks are agreed upon and risk analysis shared to cover all contingencies that might arise.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

Forms part of the Workforce administration team. By virtue of being so, is responsible for providing support in the use of EC across regions, and act as a subject matter experts and process specialists as necessary with the goal of supporting all global users on PeopleSoft & Success factors ensuring that data accuracy and data integrity is maintained

Management of Risk (Operational Risk / FIM requirements)

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term compliance embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget)

The role holder has to drive high performing teams in line with the Group Strategic Priorities and ensure that the teams operate within the agreed risk framework with guidance and supervision from a senior manager.

Preferred candidate profile

Qualifications

Bachelor degree in a related field or equivalent experience is required
In depth knowledge Success Factors - Employee Central
Proven written and verbal communication skills
Strong focus on the customer and continuous improvement
Demonstrated problem solving and decision making skills
Analytical and numerate

Must be proficient and knowledgeable with Excel and Word with a good understanding of Success Factors and EC

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