The HR Services Experience Analyst designs, builds and maintains knowledge base to enable Schlumberger employees and HR accessing user friendly response to their queries via search engine. Provides accurate response to queries in a timely manner with the aim to provide the best customer experience. This person ensures all activities are performed in strict compliance to Schlumberger procedures, employment rules, manuals, policies, and country legislation.
- Ensuring employee queries are resolved either by self-service or a response.
- Timely delivery of Employee query services for in scope geography.
- Develops and sustains a high performing strong user experience Knowledge Base and documentation as required.
- Acts as the Customer advocate and Champion NPS program, introduce actions to address customer's concern and improve the Customer experience.
- Coordinates with Payroll Analysts to ensure employees' data impacting Payroll is efficiently and accurately captured and maintained in payroll system within established deadlines.
- Acts as gate keeper to ensure that SAP actions, transactions, exemptions, and other documentation complies with internal procedures and policies regarding master data updates to the system before processing.
- Follows the escalation matrix for potential incidents, and report HR service quality events in QUEST-HR.
- Generation of verification of employment and other certificates when applicable accurately and on time.
- Complies with the Data Privacy and Protection Guidelines and relevant legislation.
- Identifies and participates in continuous improvement initiatives.
- Participates and contributes to service delivery meetings.
- Conducts research, analyzes data, provides ad-hoc reports, and presents feedback on assigned projects when required.
- Perform user acceptance testing as per agreed timelines.
- When required Participate in Customer engagement events.
- Serve as champion for specific activities or subject matter expert on selected topics.
- Document best practices and share lessons learned with stakeholders.
- Deliver ad-hoc knowledge sharing sessions to HR Hub employees and location HR when required.
- Receives employee queries via the applicable channels and respond within the established service level agreement for Tier1.
- Identifies sensitive queries, emergencies or potential risk cases and address as per the Escalation Management process.
- Categorizes, validates, and monitors employee queries to closure per defined procedures.
- Escalates to Payroll, Location, Regional, SL SMEs and other parties when required to resolve employees' queries where applicable.
- Ensures the employee is informed of the progress of the query until issue is resolved as per established KPIs.
- Monitors KPIs and reviews employee feedback daily. Follows up with employees on the queries that were rated low.
- Identifies knowledge gaps and contributes to the relevant knowledge base and work closely with knowledge management team on updating or retiring existing knowledge content as required.
- Provides insight on employee particular queries' content or trends and develop recommendations/action plans to improve overall employee support and satisfaction.
Experience Profesional
Customer Service oriented with experience of at least 2 years
Bachelors Degree in Administration, Economy, or similar
Advance English level
