About JLL
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500
® company with annual revenue of $23.4 billion and operations in over 80 countries around the world, our more than 112,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY
SM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.
What this job involves:
- Work effectively across a variety of communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience.
- Demonstrate high proficiency in HR processes and standard operating procedures.
- Resolve Tier 1 and Tier 2 queries and transactions related to core HR business processes.
- Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as outlined in SOPs and operational framework.
- Following first time right approach in providing accurate resolution and reducing re-opening of cases
- Communicate and direct employees to appropriate documentations or procedures needed to resolve the query/ issue.
- Handle escalations from process partners, HRs and provide RCA to Team Lead
- Take Ownership of deliverables and propose action plan to Team Lead
- Own Quality Check process on the Key/Critical HR transactions processed by team as defined in the Quality framework.
- Conduct root cause analysis for key issues, supported by CRM platform, advising management of trends or patterns.
- Actively participate client calls with the process partners on a regular basis and ensures required documentation.
- Accountable to Create/Update/Review Process Maps and SOPs of related HR processes and work closely with team and Content Owners to ensure all documents are up to date
- Manage team workload and allocate resources to meet departmental objectives
- Collaborate with cross-functional teams to deliver projects and initiatives on time
- Implement team processes and workflows to improve efficiency and productivity
- Foster an inclusive team culture that encourages innovation and collaboration
- Maintaining data on Location Creation, Data Correction, transaction rescinds and System Security requests etc. in Workday.
- Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries.
- Working with and assisting global employee/HR users from APAC, EMEA & AMR.
- Manage Global compensation audits and reports.
- Communicate and distribute processes, policies, and other relevant documentation to employees, needed to resolve the query/issue.
- Managing semi-functional issues in Workday and EIB Validations and Mass uploads.
- Manage One-time payments bulk uploads and comp requests.
- Managing & Coordinating queries on Case management tool Service now effectively.
- Assist SME/Sr. SME with building and maintenance of a Knowledgebase for Case Management.
- Active participation on any new transitions and documents creation.
- Managing semi-functional issues in Workday and act as a bridge between Tier 1 & Tier 2 technical teams.
- Update/Review SOP’s and Process Maps on a regular basis based on new inputs/changes/updates in any of the existing processes
- Quality Check on the Key/Critical transactions processed by team as defined in the Quality framework.
- Ability to identify and escalate complex queries to appropriate stakeholders
- Adhere to agreed KPIs, KRAs, SLAs and customer service standards
- Managing client calls with the Global process partners on a regular basis and ensures required documentation
Key Skills
- Strong communication and interpersonal skills
- Problem-solving aptitude and ability to make decisions
- Commitment to continuous learning and professional development
- Very Good understanding of HR Service practices, processes, and procedures
- “Above-and-beyond” customer service mindset
- Security focus with dealing with sensitive HR data.
- Excellent written and verbal communication skills is a must.
- Knowledge of Case Management tool (Service-now) an added advantage
- Knowledge on MS Office Suite skills (Word, Excel, Outlook)
- Previous experience with any (Workday/Success-factor) HR system/platform/technology is preferred.
- Bachelor’s or master’s degree in human resources or related field
- 6+ years of experience in HR client services role preferred.
Sound like you. In this role, your key responsibilities will include:
- Excellent Customer service skills using efficient processes
- Highly Employee and Customer centric
- Highly Organized and Self-disciplined
- Ability to work in a fast-paced environment with constant & tight deadlines.
- Ability to adapt and drive change to derive efficiencies/productivity.
- Result oriented with the ability to manage competing priorities and multiple stakeholders.
- Proactive in achieving results with great attention to details.
- Excellent teamwork interaction and orientation
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
